Very disappointed

[Daviddubya]

I know this was posted a while back but i completly agree with you still now festool have not changed and still will only repair a new tool and not replace and they dont even do a good job at repairing at all infact they are one of the worst companys for repairing. I have lots of trouble with the new festool drill T15+3 and making sure every one should know about it because its a disgrace. All the lads I work with at work never even hurd of festool untill they met me. They though it was brilliant the tools I had TS55, One hand planer and other tools but now I have told all of them about the experience I have had with the festool drill all of them say they will never buy festool tools.

Some time back I asked about other people's experiences with the T15+3 drill that jmbfestool reported.  Nobody came forward with another bad experience.  As I recall, jmbfestool's experience is with Festool UK.  It is interesting that I remember reading a number of complaints over the last year or so about service from Festool UK.  Hmmm.  Is there a pattern?

Everyone has difficulty with a tool or service at some point and has a right to complain.  But, I get the feeling there is a dead horse getting beaten here, since I have read essentially the same complaint several times in several threads.  That is certainly your right, jmbfestool.  But perhaps your situation deserves to be put into perspective.  You are but one voice in the Festool universe.  When the T15+3 becomes available in the USA, we should hear more about it on this forum.

From re-reading this thread it sounds like dustartist is reasonably satisfied with the outcome of his problems.  Not totally satisfied, but reasonably satisfied.  I hope I'm being realistic in that statement.

No, I don't work for Festool.

 

[Bob Marino]

Because this board is international, we need to make sure viusitors understand where the poster is coming from.  That is relevant to understanding the problems he or she may be having.  People do report vastly different experiences in different parts of the world.

I echo what Matt said. Unless a viewer looked at jmbfestool's personal info, they would not know he is posting about problems with Festool UK Repair, not Festool USA Repair. I know David M and Les W at Festool USA Repair and they are knowlegable, friendly and helpful.
I think a post regarding a problem/issue with Festool's Service Department or dealer from any area outside Festool USA should mention which country they are referring to.

Bob

 

[tbellemare]

I have to second what Bob is saying.

I have had very few reasons to even talk to Festool USA Service and on the few occasions that I have, the experience was way beyond what I could have hoped for.

Tom

 

[jmbfestool]

I know this was posted a while back but i completly agree with you still now festool have not changed and still will only repair a new tool and not replace and they dont even do a good job at repairing at all infact they are one of the worst companys for repairing. I have lots of trouble with the new festool drill T15+3 and making sure every one should know about it because its a disgrace. All the lads I work with at work never even hurd of festool untill they met me. They though it was brilliant the tools I had TS55, One hand planer and other tools but now I have told all of them about the experience I have had with the festool drill all of them say they will never buy festool tools.

Some time back I asked about other people's experiences with the T15+3 drill that jmbfestool reported.  Nobody came forward with another bad experience.  As I recall, jmbfestool's experience is with Festool UK.  It is interesting that I remember reading a number of complaints over the last year or so about service from Festool UK.  Hmmm.  Is there a pattern?

Everyone has difficulty with a tool or service at some point and has a right to complain.  But, I get the feeling there is a dead horse getting beaten here, since I have read essentially the same complaint several times in several threads.  That is certainly your right, jmbfestool.  But perhaps your situation deserves to be put into perspective.  You are but one voice in the Festool universe.  When the T15+3 becomes available in the USA, we should hear more about it on this forum.

From re-reading this thread it sounds like dustartist is reasonably satisfied with the outcome of his problems.  Not totally satisfied, but reasonably satisfied.  I hope I'm being realistic in that statement.

No, I don't work for Festool.

Yes I agree I am goin on and on about it but when something is good I go on and on about it aswell I work both ways its the way I am!!!!!!

I keep getting different problems! As you must of read on the post. At the moment I have a working repaired drill now and awaiting a new box and tray!

The festool Rep who is dealing with my problems seems very good with me seen as he authorised a new drill for me and is gettin me a new box and tray.

Which I am very pleased about.

I even put a video on here to show how good the drill is power to size ratio. When some one asked me if it would drill a 32mm hole in oak.

Im sorry and ill try to calm my self down.

 

[Canucker]

I own a rental yard and we have over 30 tool from Hilti... If you ever want to see world class customer service, send a Hilti tool in for repair..

I have a good opinion of Festool and am not saying this to draw a comparison..

Hilti is 48 hours.. overnight freight .. no exceptions..  I dont know how they do it.. Nothing ever waits for parts.. ever.. 

Of course Hilti doesnt break much ..

 

[dirtydeeds]

i have found out the REAL problem with festool UKs middling to poor to rotten to downright diabolical to non existant service is

saxham uk holds no tools, and, no spares at all and hasnt for 18 months to 2 years (apart from a few screws you can get from any hardware store)

each uk dealer has to deal with germany direct as an independant dealer (and it would appear that the importer is no diffrent)

may i DARE suggest that this set up isnt good

saxham CLAIM 24 hours turn around on repairs    BULL @@@@ING sh*t

I have personal experience with an RTS400 repair ( nearly 6 weeks ) saxham blamed the dealer (the dealer blamed saxon)

this is daft..................... . it means the whole UK repair system is flawed

the second time was with a rotex 150, i took it to saxham (the importer) and collected it from saxham (the importer)

i was told the day i delivered that they had all the parts in stock and it would take 24 hours

after 70 hours i phoned up. lets be kind. lets be VERY kind.... in fact....lets accept the excuse

"we couldnt find your phone number"

yes........................ the VERY phone number they will not accept the delivery without

in germany this sort of service would cause heads to roll

 

[Dave Ronyak]

Tom's poor repair support experience in UK and Canucker's comment regarding Hilti's repair support remind me of the standards used in the commercial aircraft industry.  Most manufacturers of components critical to the operation of aircraft have an AOG )Aircraft on Ground) policy and a network in place to ensure that aircraft will be capable of return into service in a very short time period.  Caterpillar built much of their world-wide reputation the same way -- parts and service needed to get their equipment back is service is something customers can depend on.  In my opinion, any company (including Festool) who focuses on commercial customers should have an organization;  Festool Germany needs to fix this problem with Festool UK support if they want to avoid damage to their future market in UK, if not beyond.  I have been fortunate to not need any service for any of my Festools, but I don't use them that heavily, and my livelihood doesn't depend on them.  I am familiar with some of Hilti's quality tools.

Dave R.

 

[dirtydeeds]

i understand why daviddubya's thinks that festool UKs sevice is a dead horse well beaten

i also understand the usa dealerships' wish (quite rightly) not to be tarred with the same brush

unfortunatly festool UK is not a dead horse............. its a bunch of 3 wise monkeys

i have to believe that one day they will "listen" (not just "hear") what is said on this forum and solve the problem

in the meantime festool uk continue to quote statistics and dates on job sheets to "proove" their level of service

didnt somebody say that there were 3 types of liars, the third one being statistics

and on good days they have been very helpful, its such a pity they cant bring it all together

 

[mastercabman]

I own a rental yard and we have over 30 tool from Hilti... If you ever want to see world class customer service, send a Hilti tool in for repair..

I have a good opinion of Festool and am not saying this to draw a comparison..

Hilti is 48 hours.. overnight freight .. no exceptions..  I dont know how they do it.. Nothing ever waits for parts.. ever.. 

Of course Hilti doesnt break much ..

I had same kind of service from Hilti                                VERY,VERY GOOD CUSTOMER SERVICE!!!!!

 

[joiner1970]

"Touch wood" so far I have had good service from Festool UK I bought an EHL65 planer (the one you guys over there have not got yet  ;D ;D ;D) and the fence seemed to be out of square to the planer.

I emailed Festool and I think it was two days later a new fence turned up in the post.

 

[Blouis79]

I ordered a Festool from a relativley new online retailer in Oz. They sent me a box with a lower spec tool inside than I paid for. They said to send it back. They claimed not to receive my COD return and in the meantime claimed to have sent a replacement. Both claims turn out to be lies and it took a month for them to eventually send me  a replacement only after paying for return COD post of unclaimed item plus reshipping to back to them which was unnecessary if they'd been organised enough to pay for at their end in the first place. It's my worst retail experience ever and I'm still waiting to see if they will compensate me for double return shipping....

Pretty happy with my Festools, though still a little disappointed with the number of small "issues" I read about and have had with the tools. For Rolls Royce prices, I expect perfection.

 

[justinmcf]

hi blouis79, i have just read your post and it reinforces my own thinking. i would never buy any power tools in australia online, i have bought spare blades and drill bits, etc from ebay but no way would i want to go through what you described. maybe in the states they have online shopping down to a fine art, but certainly not here.

do you still buy online, or do you go to a retailers shop now?

regards, justin.

 

[MCASE]

I still don't understand the whole Festool trip.  I have never gone through anything like the trials described here.  All the manufacturers I buy from have  simple replacement policies for  defective tools.  They also don't have the failure rate apparent on these boards.    I buy a lot of Bosch tools.  They are half the price.  I have never had a failure.  I buy a lot of Makita tools. They are half the price.  I have never had a failure.  I buy Milwaukee tools. They are half the price.  I have never had a failure.  I buy a lot of Porter cable tools.  They are half the price.  I have had only one failure.  The unit  was instantly replaced with a new trouble free unit by the vendor with no arguments or debate.    Except for the Domino which is utterly unique I do not see why people patronize this company.  Don't tell me its superior quality because its clear from these boards that is a delusion.    These debates about customer service are a joke.  Wake up and smell the coffee!  There is no shipping,  or turn around time involved with good customer service.  Outside of Festworld good customer service consists of "sorry about the bad unit sir,  here is a new one".

 

[polarsea1]

MCASE, I'm not really a festoolian - I have a few that I like and sold those that I didn't. So I really don't have a dog in this fight but having read a several of your posts it seems like you are here to put the boots to Festool. 

You aren't the first guy that ever used a tool, I've got all those brands you mentioned - most of them work well and I use them everyday - that doesn't mean Festool isn't worth the money.

You don't like Festool, vote with your wallet.

 

[MCASE]

Polarsea,

  There is really no need to get emotional.  I will speak my mind, but Please  understand that,  honestly,    I'm just a realist.    I'm not out to to put the boots on this company.  Objectively speaking the repair policy is a burden and is inferior to the policy of other top brands.    Its just a fact.    Festool made a great contribution to woodworking with the domino.    I think over time this technology will come to dominate.    But the fact remains that quality control is an issue and the lack of an exchange policy discouraging.   

 

[Bob Marino]

Polarsea,

  There is really no need to get emotional.   I will speak my mind, but Please  understand that,  honestly,    I'm just a realist.    I'm not out to to put the boots on this company.   Objectively speaking the repair policy is a burden and is inferior to the policy of other top brands.    Its just a fact.    Festool made a great contribution to woodworking with the domino.    I think over time this technology will come to dominate.    But the fact remains that quality control is an issue and the lack of an exchange policy discouraging.   

MCASE,

Are  you referring  to Festool USA repair department?

Bob

 

[MCASE]

Hi Bob,

Not at all, Bob, I'm not criticizing the USA repair people.   Folks say they know what they are doing and are mostly happy with the results.    What I feel is lacking is a less stringent replacement  policy.     For instance, Porter-cable will take  a tool back or replace it for up to three months  no questions asked.   Beyond this though,   many vendors will extend the replacement policy for loyal customers.   At the very least Festool should have a one-time repair policy.  If they do not get it right the first time the shipping back and forth should cease and the customer should receive a new tool at that point.     I feel Festool does itself more harm than good when they back forth customers with incessant repairs.  If I read on these boards that "Hey they did not get it right the first time, but then they stopped screwing around and replaced the defective tool,"  I would not have an issue.  But when you read of multiple repairs and shipping tools back and forth I feel there's need for an improved policy.   If this upsets some people or strikes them as unfair, I'm sorry

 

[mastercabman]

Hi Bob,
    For instance, Porter-cable will take  a tool back or replace it for up to three months  no questions asked.   Beyond this though,   many vendors will extend the replacement policy for loyal customers.

YOU MUST BE DREAMING!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

 

[MCASE]

Mastercabman,

I can't  comment on how, with whom,  or the volume of business you do, or your business relationships.    If  its your experience  that your business relations are such that your tool supplier is unwilling to go the extra yard for you o.k.  But please speak for yourself.  Please if you  are ignorant of the  business relations that I have developed over the last thirty years (and you certainly are)  then refrain from impugning my veracity.    To give you one example I bought one the first Dewalt compressors that came out after they took over Emglo.    It sat in my van for months and when I got around to really using on the job it had a complete electric melt down in a week, .  It was months out of warranty, but because I gave all my business to one vendor and they knew  it. The manager wrote whatever he had to write up for Dewalt and handed me a new one.    Sorry if my life's a dream compared to yours!!!!!!!!!!!!!!!!

 

[mastercabman]

Gee,   I guess my life must be dream compared to yours.    Perhaps you just don't have the long term professional relationships I have or perhaps you shop at Home Depot.     That's too bad!!!!!!!!!!!

In this case,give me a name of a vendor that will take back a tool,that is,let's say 12 months old,and getting a full refund or a replacment because it's not working properly.
GIVE ME HIS NAME!!  PLEASE!!!