Want a new Festool Catalog?

[mike_aa]

Mike

I am not looking to debate you on this, but the fact that you wouldn't have trust in ordering from someone because you didn't get a free t-shirt is a bit much.  I didn't get one either, but I have ordered from Sean despite that because I find them to have great customer service, fast shipping and the one time I had an issue, it was fixed quickly and to my satisfaction, that in my book makes me have trust in a vendor.  Not all of my purchases come from Sean (Tool Nut & Festool Products),  so I may not be considered a loyal customer but I can attest to them being a great dealer. 

It is your money, and you can spend it with the dealer of your choosing.  I just find it strange that you ask about the catalog and the shirt and then go a different direction with how can you trust them because you didn't get a free shirt a few hours later to be a stretch.  If Sean was generous enough to send you a shirt would that mean he becomes a trustworthy or better dealer?  If you don't want to buy from him fine, but don't try to tarnish a reputation when you have no experience with them.

We may continue to have different view points on this, but in the end, everyone has a right to there opinion.  America, isn't it great!!

Hi Bryan,

Thank you for your thoughtful response.  I apologize if I wasn't clear, but I'm not upset about not getting the free t-shirt or catalog.  I said I was still waiting, but I never once said I was upset over not getting anything.  It was clear a long time ago that wouldn't happen.  What I'm upset about is the way this whole thing was handled.

The offer was made, something was promised, nothing was delivered, and no explanation was made.  I followed the instructions and sent my email, and a followup later.  I was never contacted back with an explanation as to why I wouldn't be getting anything.  Sure, it was a free offer, but my feeling was that I did what was requested and got my email in.  If there was a problem fulfilling their offer, the very least they could have done is have the courtesy to email me back with an apology and an explanation.  I think that was a reasonable expectation for any company and this one did not follow through. 

It's clear that they have a loyal following here and many are satisfied with their service.  You mentioned that I shouldn't tarnish their reputation when I've had no experience with them.  I may not have put in an order, but this definitely was an experience with them.  Based on the way they handled this they have tarnished their own reputation with me. 

Thanks!

Mike A.

 

[mike_aa]

Mike I have an extra catalog. PM me with your detail and I put it in the mail next week. Btw I think ToolNut is a great dealer as is Bob Marino. I have zero complaints with both of them for any purchase. ToolNut store is worth a visit.

Hi Slartibartfass,

Thanks for your generous offer.  That is very kind of you, but I was able to get a catalog from another dealer on FOG.

Mike A.

 

[Paul G]

Hi Bryan,

Thank you for your thoughtful response.  I apologize if I wasn't clear, but I'm not upset about not getting the free t-shirt or catalog.  I said I was still waiting, but I never once said I was upset over not getting anything.  It was clear a long time ago that wouldn't happen.  What I'm upset about is the way this whole thing was handled.

The offer was made, something was promised, nothing was delivered, and no explanation was made.  I followed the instructions and sent my email, and a followup later.  I was never contacted back with an explanation as to why I wouldn't be getting anything.  Sure, it was a free offer, but my feeling was that I did what was requested and got my email in.  If there was a problem fulfilling their offer, the very least they could have done is have the courtesy to email me back with an apology and an explanation.  I think that was a reasonable expectation for any company and this one did not follow through. 

It's clear that they have a loyal following here and many are satisfied with their service.  You mentioned that I shouldn't tarnish their reputation when I've had no experience with them.  I may not have put in an order, but this definitely was an experience with them.  Based on the way they handled this they have tarnished their own reputation with me. 

Thanks!

Mike A.

That is simply not true, they contacted EVERYONE...RIGHT HERE IN THIS THREAD. Did you not see his post back in June?

Bad news bears.  We're dried up of both items here for this promotion.  Will do my best to get to the last of you that still haven't received, but it's not looking promising.  I'm sorry guys.  Again, sorry it took so long to get the catalogs and begin the process.

They may have a loyal customer base that is no doubt well earned, I've had a couple purchases I think, all went well but I'd hardly call it an established history. I'm just tired of adults whining they didn't get their freebie. If there were one cent exchanged then I would completely understand the grief, but instead over two months after being told supplies ran out you gotta post that you're still waiting. Why would you do that if this whole thing didn't upset you at some level? Of course you're upset but there is no grievance, no actual harm caused to you except the disappointment of not getting the freebie before supplies ran out. I'm stunned that anyone would make that a reason to not work with a dealer.

 

[semenza]

Please keep this non-personal.

Seth

 

[mike_aa]

That is simply not true, they contacted EVERYONE...RIGHT HERE IN THIS THREAD. Did you not see his post back in June?

Paul,
I apologize for not responding to your posts.  I made it clear that these are my own opinions and I'm not going to get in a personal debate about them.  I do, however, want to correct you on one point.  I never stated that they did not post to the thread.  My comment was that they never contacted me by email.

Mike A.

 

[Paul G]

That is simply not true, they contacted EVERYONE...RIGHT HERE IN THIS THREAD. Did you not see his post back in June?

Paul,
I apologize for not responding to your posts.  I made it clear that these are my own opinions and I'm not going to get in a personal debate about them.  I do, however, want to correct you on one point.  I never stated that they did not post to the thread.  My comment was that they never contacted me by email.

Mike A.

Thanks for clarifying what you meant. For me personally it doesn't matter how I get the message, since the offer started here it's reasonable that a post here ended the offer, but if you wanted an email response I can understand that. I still can't grasp not using a vendor over it, but that is entirely your choice and thankfully Festool has many options for us to choose from. I'm glad you got a catalog and happy Festooling.

 

[David NY]

Hi Mike,

I can certainly appreciate your disappointed and/or frustration. Both are justified. Though Sean is one of the owners and often wears the "face" here with our Festool line, as General Manager, ensuring smooth operations falls on my rather broad shoulders. In the end, I am the one Sean and his father have charged to make certain the whole store and all departments are firing on all cylinders. This was not the case with all aspects of this free promo and for that I apologize.

I am always analyzing how the Tool Nut can do things better with every go-round, and I took copious notes from this last promotion we "offered."

We do have a rather large and loyal following (as does Bob Marino who has also more than earned that following) and we have built this not by being perfect I believe, but because we are a family owned business who truly seek to make every interaction with our customer more pleasant that the prior. In your case, it would seem that will not be terribly hard to do Mike, and I hope you will consider giving us another shot at earning your trust. If not, I cannot speak more highly of Bob as an alternative.

All of you are welcome to reach out to me anytime, and thank you Mike for you voicing your sentiments. It truly helps me make the Tool Nut better for all, and to that end alone it is more than a little bit appreciated.

David Murry
General Manager
Tool Nut

 

[mike_aa]

Hi David,

Thank you for your kind words.  I do have a suggestion or two from my point of view on how you might have improved the handling of this offer.  I don't know how useful they would be, but I would be happy to share them with you.  I looked at your profile, but there is no email there.  You can send me an email (on my profile) if you'd like and let me what is the best way I can contact you over the next few days.

Thanks, Mike A.