What Festool Dealers Do You Like? Dislike?

[Bru]

I have heard great things about Bob Morino, I've had great experience dealing with McFeely's. My local sources (Woodcraft and Woodworkers Source,) in Tucson, AZ are a little disappointing, lack of knowledge and product line. Just would like too know who everyone likes & why and who they dislike. Thought this might help other Festool buyers make more informed buying decisions.

 

[Daviddubya]

I'm also in AZ.  I have dealt with and bought from one of the Phoenix area Festool reps, Tim Bonham at Copper Canyon Investments.  He's in the Festool reps list for AZ.  Unfortunately, Tim lives WAY across the Phoenix metro area from me, and I have to pack a lunch to go see him.  It is well over an hour of driving each way.  He has met me half way a couple of times in the past to hand deliver an order.

I have not purchased Festool products from the local retailers, Rockler (recently added), Woodworkers Source and Woodcraft.  Nothing against these retailers, and I buy other products from Rockler and WW Source regularly.  Woodcraft is not close to my home.  However, I get great service from the individual reps.  I suspect the retailer's inventory of consumables and supplies is limited, so there is little reason to run over to the local store.  If you want to put your hands on a tool, no question having a local rep or retailer is the answer.  Generally, the retailer reputation for Festool product knowledge does leave something to be desired, although in fairness, I have not tested that knowledge myself.

For the last few years I have been going to Bob Marino, primarily for consumables and supplies, and a new tool every now and then - how many of these things can one collect???.  Frankly, there is little to differentiate where you buy - the price is the same everywhere and the stuff is shipped, arriving in a few days.  Bob is notorious for excellent customer service, and that has certainly been my experience with him.  Bob will bend over backwards, as the saying goes, to send me exactly what I need, when I need it.  No tax and no shipping on orders over $150 - which is way too easy to achieve. 

I would not hesitate to buy Festool from McFeely's, especially if I happen to be placing an order for other products there.  I use McFeely's for screws and fasteners and have had nothing but good service from them.  I bought a Systainer and an assortment of screws from McFeely's not long ago.

And there is always Festool-USA - can't go wrong there.

 

[Bob Marino]

  Let me add a few comments, because this post comes up every so often. I do appreciate the kind words and customer support. But I don't know "fair" this post is to the other Festool dealers, who either haven't been dealing for as long as I have (in my 6th year), or who don't particpate on this and other woodworking forums. I have on the ww forums, long before I became a  dealer, so I always felt at home on them. So, yes I think I do a good job, make errors, but try to correct them, but I sometimes think I am "over-represented" on the forums.
  Bob

 

[Brice Burrell]

.........So, yes I think I do a good job, make errors, but try to correct them, but I sometimes think I am "over-represented" on the forums.
  Bob

  Bob, with Rockler and Woodcraft and other big retailers getting in on the act, with less than knowledgeable sales staff, I don't like that at all. I'd rather you (and other knowledgeable dealers) be "over-represented" on forums so we don't loose you guys.

 

[sw1211]

A couple of months ago I placed an order from Bob (do we need a last name, kind of like celebs who just go by one name   ) the next day our company had some layoffs.  That made me "nervous" and I contacted Bob to cancel my order if it hadn't shipped.  He was quick to reply that it had shipped and offered to help me arrange to return it and even offered to delay charging my credit card for a few weeks.  I didn't take him up on that offer, I felt I placed the order, he should receive credit for the sale.  I realize some bigger companies have policies that would prevent them from making the same type of offer but even if they could how many do you think would?  It wouldn't be many if any at all.

My experience with McFeelys has always been positive too.

 

[greg mann]

Bob, I understand your modesty but Brice has a good point. Even though you are not my ISA I appreciate the time and energy you bring to this group and your customers. In a sense, this repalaces the traditional marketing done by the Rocklers and Woodcrafts of the world who use shotgun fliers. I was just going through a handful of posts and was thinking about commenting in regards to the overall quality of information that is being exchanged on this forum. It may be my imagination but I believe the dissimination of useful, practical, and innovative technique has recently reached a new level. I would like to think the whole forum has attained a higher level of maturity and focus. You have always purposely stayed on the edges of involvement here, which shows an extraordinary amount of class. So let the accolades come as they have been earned honestly. The energy and time and integrity you show here is your calling card. I believe all of us appreciate that more than a mass mailing.

 

[Bru]

Bob my reason for starting this was out of frustration. As a customer I should expect a dealer to know his/her products. I have walked in to both Tucson dealers and in one they pull out the book ( I can go online and read the same book) the other has given me wrong info about the Festool products. I understand your concerns about other dealers, maybe they should step up and learn about their product line. Everyone makes mistakes, I do all the time. Being in business I believe you must take care of your customers, know your product, and if you don't know something just admit it. My last dealings with Woodcraft (bought my Domino) they told me it came with a 6mm cutter, sold me a case of 6mm domino's. Of course the next day I had to make the 75 mile drive one way to buy 6mm cutting head. I wasn't very pleased, they did give me a bag of 5mm domino's for my trouble. That doesn't quite make up for the $20 in fuel, 3 hours of my time, and the $40 lunch I bought my wife. Actually the lunch was great that was a good thing happening out of a bad situation. Sorry if you feel "over represented" its tough being a superstar...I've only heard one bad comment about you (you talk to fast) I think we can all live with that.
I wish the other dealers would take the time that you and Ron from McFeely's do to interact with their tools and customers.

 

[Tinker]

Bob, When one is selling a good product and at the same time will go the extra nine yards to give service to match or exceed the products' quality, word is going to get around. 

In my book, you are not, or have not, been over represented here.  There is no better advertising than word of mouth.  Maybe in your case, it is "word of print"  We would all have a tough time shouting your praises all the way from, say, Connecticut to California without the medium of the internet. (we all have to have our say, as it is known fact that you talk too fast).  8) :

Relax and enjoy, my friend
Tinker

 

[Dan Clermont]

Hey Bru

I have never bought anything Festool related from Woodcraft but would think some employees probably haven't used the tools day in and day out like some of the other dealers.

I know Festool USA has gone away from ISA's or so I was told. The good thing about ISA's is they know the product line and use it day in and day out. They know which products are worth owning with your MFT... and which accessories you should buy with your router.

For me I have used Timmy C from Festool Junkie  Bob Marino and although I haven't used Bill at Festool Supply in Seattle yet I have no doubt he knows the product line and would push you in the right direction or at least offer you an honest opinion.

I am sure their are many other very informative dealers out there but I like dealing with the small shop ISA type guys who use the tools day in and day out

Good Luck
Dan Clermont

 

[Bru]

Dan I agree, I come from a Independent back round, having owned my own successful business for many years. I was in the Restaurant business for over 18 years, had a construction business (metal building), and a Mini Storage business. Currently I'm retired but after spending most of my life in the service industry I seem to always like the small business man. I found you have to take the extra steps to make people happy when your small, overly so when you live in a small community. My restaurant has been closed for 7-8 years and I still get bugged to open an other one up. In my time in business I always tried to look at it from the customers point of view. I would rather lose money on a trans action than make a customer unhappy. I always tried to give my customers something good to talk about, served very large, hot, very taste meals. Always tried to give good value in both product and even more in service. I was always the most expensive in town, yet always the busiest. I did not use paid advertising just word of mouth and great large quantities of food. Business always seemed simple to me (Offer a great product at a reasonable price, and back it up with great service). The older I get the more I appreciate when people follow these retailing ideals. Thanks again for your comments. Bru

 

[Scott W.]

Bru,

I've bought a fair amount from Timmy C and couldn't be happier with his service. I've talked with him late at night and on Sunday on more than one occasion.

He has been extremely helpful in guiding my purchases, trying to save me money and his work ethic & service is incredible.

I drove about 90 miles to look at the Festool equipment at Woodcraft and no one there knew as much about it as I did (this was before I made a single Festool purchase) they blew it big time as I have since spent at least 7k on Festool Tools and supplies.

With the exception of a Toolie  and a couple of sortainer/screw assortments from McFeeleys Timmy C. got every dime.

Scott W.

 

[robtonya]

          I happened to buy my ts-55 from Woodcraft just because the employee loved it, used it himself, and it fit exactly what i needed it for ( I needed to rip down 5' by 5' 13 ply baltic birch). That is the only reason I bought it was because of him, I have never seen any Festool products before, and had no knowledge until then. After purchasing this product, I loved it, looked for more information on all Festool products, found this forum, and I am hooked. Now after all that said, I would probably order my next purchase from Bob, or Mcfeeleys, as to not pay sales tax.

 

[Bob Marino]

And there is always Festool-USA - can't go wrong there.

[/quote]

Well, pretty soon that will change. Customers will by directly from dealers only, not Festool USA.

  Bob

 

[dltflt]

I purchased my drill and sander from Woodcraft here in AZ because they are where I saw the Festool products first.  I have gone in to the store and asked questions about the Domino and the sales staff was not very well educated.  In the future I will probably purchase from someone else (ie;Bob).  I intend on getting several of the Festool products because like everyone else I'm hooked and I love to buy tools.  My wife says I'm a tool collector.

I agree that if you are going to sell a product you better know inside and out.  Especially with the amount of information you can get from the internet these days.  This forum has been a great source for me, I have learned so much since I found it.

My preference would be to do business with a small company over a chain like Woodcraft or Rockler.

 

[Daviddubya]

Well, pretty soon that will change. Customers will by directly from dealers only, not Festool USA.

  Bob

Thanks for that information Bob.  I learn something new every day!

 

[Flyfisher]

Being a greenhorn to the Festool family of owners, I spent much time researching the tools and distribution model that Festool has in place today and came away with the opinion that Festool has done something very smart and very terrible at the same time...Festool is embracing the likes of Rockler and Woodcrafter pursuing wider distribution while not having adequately trained salespeople to represent Festool.  I can only guess that Festool is relying on the Festool distributors like Bob Marino and others to educate the customer after the first sale.  Given Festool's abiltity to maintain the retail list pricing at all points of distribution, why would they care who sells their stuff? Unfortunately, from my perspective, Festool is compromising their early adopter ISA partners that built the Festool name brand loyalty in favor of wider distribution.  This is a business decision that is made by many companies trying to gain wider marketshare and it is understandable.

From my personal experience, my first Festool purchase came from one of the big box stores but I would not be inclined to give them any additional business.  The salespeople were not knowledgeable in the least and kept referring to the Festool catalog to answer basic questions that should have been known.  This seems to be a common behavior noted by more than one forum member that has had to opportunity to shop at Woodcrafter or Rockler.  For my money, I would like to identify a local "Bob Marino" in my town that would welcome a mutually beneficial business relationship.  My message to Festool is do a better job of requiring your distributors to know your products.  Really know them well.  This will lead to better long-term profits and customer relationships all around.

 

[Mirko]

Being a greenhorn to the Festool family of owners, I spent much time researching the tools and distribution model that Festool has in place today and came away with the opinion that Festool has done something very smart and very terrible at the same time...Festool is embracing the likes of Rockler and Woodcrafter pursuing wider distribution while not having adequately trained salespeople to represent Festool.  I can only guess that Festool is relying on the Festool distributors like Bob Marino and others to educate the customer after the first sale.  Given Festool's abiltity to maintain the retail list pricing at all points of distribution, why would they care who sells their stuff? Unfortunately, from my perspective, Festool is compromising their early adopter ISA partners that built the Festool name brand loyalty in favor of wider distribution.  This is a business decision that is made by many companies trying to gain wider marketshare and it is understandable.

From my personal experience, my first Festool purchase came from one of the big box stores but I would not be inclined to give them any additional business.  The salespeople were not knowledgeable in the least and kept referring to the Festool catalog to answer basic questions that should have been known.  This seems to be a common behavior noted by more than one forum member that has had to opportunity to shop at Woodcrafter or Rockler.  For my money, I would like to identify a local "Bob Marino" in my town that would welcome a mutually beneficial business relationship.  My message to Festool is do a better job of requiring your distributors to know your products.  Really know them well.  This will lead to better long-term profits and customer relationships all around.

Flyfisher,
Welcome to the FOG, you make an excellent point. I hope someday Festool will alow ISA partners to distribute here in Canada. Festool in Canada is  organized in a way that a store like Woodcraft has the only right to sell the Festool brand...I don't want to give them my money
If I was a ISA and worked as hard as Bill Niedermeyer (Festool supply) I would wave my arms in defeat if large chain stores started selling the same product, especially when they appear to have little to no interest in what the tool can do for me.

Mirko

 

[Fred West]

I must chime in here as well. I have primarily dealt with Bob although I have had the pleasure of emailing and buying some of the festool junkie stuff from Timmy C. In each case the service, the level of knowledge, and almost more importantly than the first two reasons, their love of their products has been exemplary. I personally find it much easier and much more interesting to buy from someone who has such a commitment to their products as it almost always carries through on their service and everything else. Fred

 

[Ned]

I'm uncomfortable mentioning dealers I don't think are good enough, and Bob doesn't need any more praise  .

I was amazed when Festool signed up Woodcraft and Rockler.  I buy from both and like them, but I didn't and don't see how their business models are compatible with Festool.

In North America Festool products are unusual and require real selling knowledge to be presented effectively.  Festool is a real opportunity for the dedicated one-man show.  For a larger (but single location) operation, one or several Festool specialists can be trained and the result can be satisfactory.

I don't see how a large chain can fit the requirement for in-depth product knowledge into their business model, which necessarily looks more like Radio Shack's than Tiffany's.  Chains simply don't put the money into training, in part because they have (and expect) significant employee turnover.

My impression is that the large chains also expect and depend on a high percentage of their employees being older and part-time.  It's how they get guys that know something about woodworking.  Some of them know a great deal, but what they know is unlikely to include Festool.  And a part-time employee is unlikely to be extensively trained.

A chain of franchises is even worse, since the franchisor must convince the owners of individual stores to commit to significant and unexpected investment in both training and inventory for these unusual products.

One of the symptoms of inadequate selling is the question we get on FOG, all too often, about the funny noise a free-running TS55 or TS75 makes.  This seems like something that should be explained to the buyer when they get the saw--I certainly would.  Imagine how many TS55s would be returned if the big orange box sold them...

I agree with Mirko--the Canadians would be better off with ISAs.  And so would Festool.

Festool dealers I've liked:  Bob, Austin Hardwoods (Santa Ana, CA), Eagle Tools (Los Angeles), Japan Woodworker (Alameda, CA).  Haven't bought anything Festool from McFeely's, but they've been good for other products.

Ned

 

[Warrior]

I was by my local San Diego Rockler just to pick up plastic drawer runners(Rockler = misc. cabinet stuff) and was amazed to see the complete Festool line-up. I started talking to some of the staff and they seemed very annoyed by the very presence the Festool tools taking up precious floor space that could have been better occupied by a Jet bandsaw or something. I laughed and walked out.