USA WEBSITE

[Cheese]

Shouldn't it be Domino "Joining" instead of "Jointing"?

It's a German thing... [big grin]

 

[charley1968]

German or germane?

 

[Stone Message]

Hi
Like anything it takes time to settle and the UK version of the website is gradually becoming quicker to load - I guess some 'gremlins' lurk in the system but I am sure all will be good soon.
rg
Phil

I know absolutely nothing on how websites work or the complexity of launching  a new website and unfortunately the above is all I can offer on this.....

Hi Phil

I agree with you about knowing nothing about web design - I write programs for home consumption but have never been able to get my head around web site design.

I am doing some research for the CTM 26 video that I am making and the main filter unit is not shown amongst the accessories. However, amongst the brochures and operating instructions it does have something about copying polygons with the circular saw !

I suspect that the Festool web team are trying to create a single web application for all platforms. That would certainly explain the ridiculously low information density for PC users and those with iPads rather than iPhones. It is taking me 3 or 4 times as long to find what I need. I do not accept that some omissions should be acceptable at this stage as it is perfectly possible to set things up on a non live system and switch over when the testing is complete. The poor level of service, certainly for UK users, has been going on for nearly a month now.

Peter

 

[GarryMartin]

From what I understand, the changes "under the covers" are to allow a much more streamlined global delivery of web content to Festool users. The platform chosen allows Festool to decouple the content from how it is presented to the user, so you don't have to keep changing things to support new or different form factors or devices. It supports multiple sites and manages multilingual content, and integrates with all sorts of other environments with the ability to provide future additional benefits to us.

But it has been a huge change to put that global solution in place, and there were bound to be teething problems in different countries as they attempt to consolidate all of that information and make it available via the new platform.

Some of us will find it easier (seems just to be me at the moment!) because of the user experience and interfaces we are used to dealing with. Others may find the change more of a negative experience for them. It's clear that not all of the country versions are operating in the same way; I don't see all of the same issues with the UK content for the TS 75 for example, but I do see some of them. I can login without problems.

So it may just be that a little time is needed to work through a list of feedback and issues and make the changes and improvements necessary.

Let's keep it positive in the feedback; there's a lot of assumptions above about how Festool have gone about this without any detail about what they have actually done, who they've engaged, or how they've approached the project and the challenges they were presented with; indeed whether they actually engaged end users etc.

I'm sure [member=57769]TylerC[/member] and the US marketing team are working with the Festool Germany team responsible for the project, as I'm equally sure that [member=41214]Phil Beckley[/member] and UK marketing team have been in my neck of the woods.

Let's continue to provide good, solid, friendly feedback because that's how we can help to improve things.

It's not going back to how it used to be, so let's help make the new platform better than what it was.

 

[Poindexter]

Guess they need to spend some more time running this new website in the sandbox and work out some bugs. Give some trusted, knowledgeable FOG members access and let them play and try to break things and find out what works and what doesn't.

Someone who worked on the design is not likely to catch these types of errors or shortcomings as their brain is already wired to know what to expect and how it should behave because they built it. They will jump right past what will be a problem for the average user and never see the problem. Likewise when you get a couple hundred people running different hardware and many variations of an OS and a half dozen versions if each popular browser you'll turn up a whole batch of problems you never thought could occur.

And then you'll get to fix all that BEFORE you go live.

Get a sandbox server set up and play in it.

This is good advice for next time.  Too late now as they've already launched and probably can't roll it back.

I work for the largest software company in the automotive business.  We own things like Autotrader and KBB as a few of our better known consumer-facing entities.  But we also build and host over 13,000 other websites that manufacturers and retailer/service centers (dealers) rely on to make their money every day.  Not to mention the operational softwares... but my point...

We have absolutely messed up site launches.  We have totally made usability left turns when we should have gone right.  And the only thing I can say is that if you aren't iterating you're not moving forward.  Mistakes happen, but mistakes usually get fixed.  They just take a little time to work though.  A website is like a woodworking project:  no two are the same and every mistake takes some TLC to fix.

 

[Gregor]

The poor level of service, certainly for UK users, has been going on for nearly a month now.

Fear not, you're not alone.

Tried to order some replacements for my surfix (the green pads), started at the homepage and searched for 'surfix' - no sys but they interestingly seem to have (when skimming the pictures) 4 kinds of oils now... wait, the first is the set.

Then looking at accessories: I presume it is on another screen page where Oil sponges are... no, there is no way to scroll like on Items included... looking there aaah: green non-woven sanding pad and it even has a link. YES!

Yes? no...
For redundant see redundant.

I think the people here are disappointed as they actually use the tools and want to quickly find what is needed - be it general information, manuals, product numbers for spare parts (especially of consumeables). And with 'quickly' I don't mean to:

• click 'more' repeatedly on longer lists on a desktop just to show what's not loaded yet to eventually find that it dosn't contain what is seeked at all
• having to click through side scrollers 4 items a time when there is plenty of screen estate available to display all at once
• swipe their fingers to the bone on a mobile as it'll only display one item and you have to go through the list one by one

While the idea of one site rules them all sounds great on paper, where is the version the cleanly lists needed information, densely (without much clicking/swiping/scrolling) and accessible?

A version that isn't aimed at the visually impaired?

A version where activating 'read view' in the browser condenses it down to actual information, instead of 17 pages (like for the TSC55, on a QHD display with >1300 pixels vertical being available) with all links (but homepage, online-shop, find dealer, service all included) and package contents, downloads and accesories removed but the marketing bling surviving, including pictures?

A version where I can actually print the page (current firefox is unable to, aborts with an error) and on browsers where I can have the result not looking like *** and consume a whole tree ([attachurl=1], [attachurl=2])?

IMHO this site should be taken out the back and put down for good, at least until it can be resurrected in a form that dosn't look like being exclusively marketing bling aimed at mobile phone users. It seems they forgot that they have an actually existing userbase that is not in the currently hyped marketing focus group (the ones with callused fingertip skin from stroking a wipe-o-phone 24/7).

Sorry, I'm out of polite words to describe this clusterfuck of failed usability - this should not have never been released in the current state.

 

[Holmz]

...

In an ideal world, though, they are iterating throughout this process and getting feedback.
...
-Adam

I understand spiral development and agile development.
However There was a working web site, and now it sounds like it is a non working one.

Theoretically it may be better, and theoretically it could have been tested on multiple devices before rolling it out.

 

[Gregor]

Theoretically they could have put up the new site under a subdomain first and crowdsource the testing/debugging from their userbase (like the forum members here, or all their registered customers via a mailing like the marketing ones I get on a regular basis), with some tools to be raffled out over participants (or something) as carrots to get feedback.

 

[Holmz]

Theoretically they could have put up the new site under a subdomain first and crowdsource the testing/debugging from their userbase (like the forum members here, or all their registered customers via a mailing like the marketing ones I get on a regular basis), with some tools to be raffled out over participants (or something) as carrots to get feedback.

That sounds practical too.

 

[TylerC]

I'm not fuming, but the lack of redirects was a first world burden the last few nights.
I tried to navigate the website but gave up and googled "Festool Supplemental Manuals" instead of "(insert tool) supplemental manual" and got what I needed straight from Rick Christopherson.

There are a lot of redirects already set up. If you have specific examples, we'll get them added.

 

[mrFinpgh]

...

In an ideal world, though, they are iterating throughout this process and getting feedback.
...
-Adam

I understand spiral development and agile development.
However There was a working web site, and now it sounds like it is a non working one.

Theoretically it may be better, and theoretically it could have been tested on multiple devices before rolling it out.

Agreed.  That's why I'm saying that many of these issues could have and probably should have been identified prior to a complete changeover.  [member=53905]Gregor[/member] is speaking to this better than I did. 

 

[charley1968]

Hey folx!
Take a step back! A tool suppliers website is shite..so what? Is a website really sine qua non? In a couple of months it's gonna be allright. I guess. And in the meantime we got this little forum to attend to, roight? Honestly, who ever gained much info from the previous website? When i need info fast , i always checked sellers sites first: faster and more to the point.
Peace!

 

[antss]

"whoever gain much info from the previous website" ?

I'll wager a lot of people !

The abrasive selector
Jigsaw blade selector
EKAT
Owner's manuals
Supplemental manuals

.......to name a few.

Whether we like it or not , in today's world - a comprehensive and easy to navigate website is pretty much mandatory for a manufacturer.  It even needs to work with a smartphone and tablet as well as full sized computer.

 

[Paul G]

I'm not fuming, but the lack of redirects was a first world burden the last few nights.
I tried to navigate the website but gave up and googled "Festool Supplemental Manuals" instead of "(insert tool) supplemental manual" and got what I needed straight from Rick Christopherson.

There are a lot of redirects already set up. If you have specific examples, we'll get them added.

https://www.festoolusa.com/service/manuals/
https://www.festoolusa.com/media/pdf/domino_xl_df700.pdf

 

[charley1968]

I concede that the Ft website contains relevant information. But you'll agree there are other ways to get the information: FOG, dealers, web, paper catalogues...
Of course a manufacturer ought to have an easy-to-navigate, informative website. They screwed up. It will be fixed. Eventually.
In the meantime, i hope the FOG will have less consumerism and more information. Amen.

 

[Paul G]

Shouldn't it be Domino "Joining" instead of "Jointing"?

The international site agrees with you..https://www.festool.com/Products/Pages/Product-Detail.aspx?pid=574320

 

[TylerC]

The abrasive selector
Jigsaw blade selector
EKAT
Owner's manuals
Supplemental manuals

https://www.festoolusa.com/ekathttps://www.festoolusa.com/service/owners-manuals

 

[Cheese]

Honestly, who ever gained much info from the previous website? When i need info fast , i always checked sellers sites first: faster and more to the point.

I'll give you that one for sure... [thumbs up]...I actually quit going to the old Festool website for information as some of the info was out of date, some was just flat out incorrect, some of the recently released products were not available and some of the pictures were of the 50 x 50 size. Way too small for these old peepers to focus on.

So, for the last 6-9 months, I've been using Uncle Bob and the ToolNut websites for detailed Festool information exclusively. After trying the new website yesterday, I'll continue to use the BM/TN websites until Festool can get things back under control.

I tried using my iPhone yesterday and it was a mess, I spent more time swiping than reading. [crying]

 

[yetihunter]

I'm not fuming, but the lack of redirects was a first world burden the last few nights.
I tried to navigate the website but gave up and googled "Festool Supplemental Manuals" instead of "(insert tool) supplemental manual" and got what I needed straight from Rick Christopherson.

There are a lot of redirects already set up. If you have specific examples, we'll get them added.

I would, but I just checked and they're already fixed.
AWESOME!

 

[Bohdan]

I think that Festool should have a look at Toolnut's website to see how it should be done.

I needed info on some systainer dividers and none of the Festool websites even admitted that such an item existed.

I contacted Festool Aust who referred me to an ekat page to get a part number, entered that number in all of the sites - not found - doesn't exist!

Went to Toolnut's site, two clicks later had all the info I needed, including all of the other options available.

In this modern global environment a company that can't manage a website or run a phone in the US raises serious concerns about its ability to actually make things properly.

Get real Festool! Are you trying to help your customers or to destroy a successful operation?