What Festool Dealers Do You Like? Dislike?

[homey]

A recent call to my local tool supplier/hardware store( keep in mind, they are they biggest Festool dealer in the area and stock probably 400k in Festool)  went something like this: THEM-Hello _____ Hardware, ME-yeah tool counter please, THEM-tool counter can I help you, ME- I need to find out if you guys have a Festool item in stock, THEM- OK what are you looking for, ME- A sys-port, THEM-what?, ME-a sys-port, THEM- aaaaaaa what??, ME- for systainers, or sortainers,... a sys-port, THEM- yeah we don't carry those, ME- do you know what it is? , THEM- isn't that one of those things for septic systems, ME- no it's for Festool systainers to go in kind of like a mechanics tool box. THEM- OK, let me look.   OOOHHH man it seems that almost nobody knows what they are selling anymore.

Kye 

 

[Daviddubya]

Message to Festool management follows.

Not surprisingly, there seem to be some broad conclusions one can draw from the many and varied comments in this thread:

Almost everyone that buys Festool products from what Festool used to call an ISA is pretty happy, and some are ecstatic.

Almost everyone that buys (or tries to buy) Festool products from a large, national retail chain is not so happy, and some are grumpy.

There are exceptions noted in some of the posts here, but I think my conclusions are reasonably fair and accurate.  Hmmm.

 

[Frank Pellow]

Message to Festool management follows.

Not surprisingly, there seem to be some broad conclusions one can draw from the many and varied comments in this thread:

Almost everyone that buys Festool products from what Festool used to call an ISA is pretty happy, and some are ecstatic.

Almost everyone that buys (or tries to buy) Festool products from a large, national retail chain is not so happy, and some are grumpy.

There are exceptions noted in some of the posts here, but I think my conclusions are reasonably fair and accurate.  Hmmm.

Your conclusions are right on!    But, I doubt that Festool is listening. 

 

[fidelfs]

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.

Bob,

My take in Woodcraft/Rockler Festool relationship is some buyers need to see/feel the tool before buying it.  I can make a lot of research, and start liking a tool but sometime it is something so abstract like the MFS or the MFT that you need to see it in action.

I also use Woodcraft to buy consumables even I have to pay sales tax, it is lower than UPS/DHL ground services fee.  Also when I need a consumable, I need it now.

Other than that I agree with you 100%.  In Houston we had a young sales associate, he was very knowledgeable in Festool, he left woodcraft and they don't know anything about festool anymore.

 

[festoolgolfer]

my first exposure to Festool was at a woodworking show in Springfield Ma. about 6 yrs ago, i asked the Festool rep what a "Festool" was. Frankly for some reason i wasn't impressed. Then awhile later i stumbled into Woodcraft in Norwalk, CT and saw a demo of the atf55 and guide rail and bought  a package consisting of the atf55 and ct22. since then i bought the Trion jigsaw from them. when i saw the Domino i had to have it. i decided to get it from Bob M. i then bought the 150/3 sander from him. he's my Festool dealer from now on, a real class act, delivery was within days. "Bob you da man"

 

[Dave Ronyak]

Message to Festool management follows.

Not surprisingly, there seem to be some broad conclusions one can draw from the many and varied comments in this thread:

Almost everyone that buys Festool products from what Festool used to call an ISA is pretty happy, and some are ecstatic.

Almost everyone that buys (or tries to buy) Festool products from a large, national retail chain is not so happy, and some are grumpy.

There are exceptions noted in some of the posts here, but I think my conclusions are reasonably fair and accurate.  Hmmm.

Your conclusions are right on!    But, I doubt that Festool is listening. 

Frank and David,

I'd bet that at least Christian O. of FestoolUSA is "listening."  But is he free to act accordingly?  Festool central management/ownership may be pushing to maximize revenue NOW.  You know, the USA MBA Harvard/Wharton Wall Street approaches which inculcate in their students a focus on the short term, more outlets, more marketing efforts, more stocking dealers, with the expectation of ramping up sales and production and more sales.  I personally hope they aren't doing that, and hope they stick to a much longer view in their planning.  Like many others, I have found dealing with knowledgeable ISAs has been most helpful to me.  When I have purchased from a local stocking dealer, with few exceptions (for some consumables or a couple of clamps), it has been connected with special demonstration events at which a Festool factory representative showed what the tools could do, and at which he either answered all questions from personal knowledge or immediately called Festool to get correct answers (like whether the edge guard would fit my early model RO 125 - it won't, the housing is different).  The last tool show with factory representative demos I went to was most interesting.  After the basic demos of the TS 55, 1400 router, Ro 150, with MFT and CT 22 E, I asked the Festool rep if he had an MFS and if he could show it to me.  He said he did in his car, and after completing his normal demos, he retrieved a MFS 200 set.  Soon after he started to show me some of what could be done with it, including making an inlay, the crowd of interested observers quickly became much larger than it ever was throughout the preceding 4 hours.  And that sparked even more interest in other Festool products.

Dave R.

 

[Warrior]

I have made Festool purchases from FestoolUSA, Tool Depot in San Diego, TH and H in San Diego, and Bob M. My first purchase of a TS75 was from FestoolUSA. The next purchase was a domino and some more guide rails from Bob ( a calculated or planned purchase). Then a Rotex150 ,RTS400, and CT22 from TH and H (I happened to have a large credit from a lumber return and they looked so nice I just had to have them). Then I just had to have an OF1400 that day and went to Tool Depot (which was about 1 km from my job site). Tool Depot also sharpens all my blades so I get tempted when I go drop off or pick up my blades. All of my purchase experiences where good with the exception of buying from Bob M.
Buying from Bob M was by far the best possible experiences you can have when giving up alot of money. Knowledge of the product, CUSTOMER SERVICE, just a nice guy to deal with. I actually felt guilty buying from the local dealers. Any planned purchases and large ticket items I will buy from Bob.
The local dealers have an advantage that they have the demo models and stock on hand, but it's not there only gig,they also sell other stuff that competes with Festool so they lack the passion. Guys like Bob have passion and believe that Festool is the "shiznit in da hizzouse" . That coupled with exemplary customer service make it very easy for us to be loyal customers. Another added benefit of ordering though Bob is the free shipping and NO SALES TAX which can be significant on a large purchase.
I don't know if Christian O. is listening, but I do know that Rockler Woodworking is. I received a call today from the manager of Rockler San Diego regarding my previous post of my Rockler/Festool experience. He was a little disappointed in the performance of his staff. He assured me of his enthusiasm for the Festool tools and is having his staff trained. Success of the Festool line up is important to them and anything they can do to help that will obviously help them. I feel better about Rockler as a dealer now but my loyalties are unchanged.

Eiji

 

[Dave Rudy]

It's amazing to me how many people (including me) would rather buy tools from Bob Marino than in a store.  You would think that people would prefer things like instant gratification, ability to handle and try the tools before buying, face-to-face relationships, etc.  It is a great compliment to Bob that he has actually managed to turn that situation around so that many or most of us prefer to do business long-distance and applaud the greater customer service we get.

Another exceptional source for those of you in Northern California is Japan Woodworker.  Bill is extremely knowledgeable, friendly and helpful about every aspect of Festool.

(I used to live not too far away and still visit there occasionally myself.)

 

[Steveo48]

It's amazing to me how many people (including me) would rather buy tools from Bob Marino than in a store.  You would think that people would prefer things like instant gratification, ability to handle and try the tools before buying, face-to-face relationships, etc.  It is a great compliment to Bob that he has actually managed to turn that situation around so that many or most of us prefer to do business long-distance and applaud the greater customer service we get.

Another exceptional source for those of you in Northern California is Japan Woodworker.  Bill is extremely knowledgeable, friendly and helpful about every aspect of Festool.

(I used to live not too far away and still visit there occasionally myself.)

I've never bought from Bob but it's obvious he does a great job delivering and servicing your questions regarding product.  I'm sure he's at the top of his game on the big festool universe. :

I can't offer anything but praise for my two sources, Rockler and Wood Craft either.  What they do for me, is allow me to touch and see before I purchase, actually give me a chance to try tools in their classrooms and see the accessories in action (admit it, your WERE at least a little skeptical at the  $440 + price for a circular saw) .  Dusty at Wood Craft in Forest Park OH is very knowledgable and knows about the inexpensive workarounds you can buy to make everything work just o-so well.  He's also very well versed in things beyond Festool, and he's a practicing woodworker, it shows in his hands.   If I need to talk to him, he's as close as the phone.  If I need more, he's 20 minutes away.  Internet or catalog suppliers arn't that close.

Big Box stores like HD or lows can only offer so much help. after all they have only 1 or 2 clerks covering all hand and power tools.  It's hard to be really knowledgable covering that kind of ground.

 

[NVA_WW]

It's amazing to me how many people (including me) would rather buy tools from Bob Marino than in a store.  You would think that people would prefer things like instant gratification, ability to handle and try the tools before buying, face-to-face relationships, etc.  It is a great compliment to Bob that he has actually managed to turn that situation around so that many or most of us prefer to do business long-distance and applaud the greater customer service we get.

I love instant gratification.  In fact, I have been known to pay a little extra to get the stuff right away.  When I purchased my Sawstop, it felt like the longest week in my life.  It was shipped cross country because the store did not have it in stock.  I didn't even have an issue that I had to pay an $150 to get it shipped to my house.

OK, so I believe this post was a bit unfair to my local store, but it does bother me when you walk into a shop and the employees, including the manager, have no idea what they are trying to sell.  Instant gratification is nice, but it's sometimes spoiled when you buy something due to employees recommendation, only to find out they were completely wrong.

V/R,
S

 

[Jack Rafter]

I have made every purchase of my Festools (which there are many) from Jim at Force Machinery on RT 22 in Union New Jersey. They always have a a good stock on hand and just about everything Festools sells is on display for you to "play with" when you walk-in. The staff is quite knowledgeable on most things Festool and if not, they can always get an answer in a short time.

 

[Bob Marino]

Message to Festool management follows.

Not surprisingly, there seem to be some broad conclusions one can draw from the many and varied comments in this thread:

Almost everyone that buys Festool products from what Festool used to call an ISA is pretty happy, and some are ecstatic.

Almost everyone that buys (or tries to buy) Festool products from a large, national retail chain is not so happy, and some are grumpy.

There are exceptions noted in some of the posts here, but I think my conclusions are reasonably fair and accurate.  Hmmm.

Your conclusions are right on!    But, I doubt that Festool is listening. 

Frank,

I think Festool is  listening and is working to correct the situation. But with the number of dealers coming on board so quickly, may be a bit of a task.

Bob

 

[Frank Pellow]

Message to Festool management follows.

Not surprisingly, there seem to be some broad conclusions one can draw from the many and varied comments in this thread:

Almost everyone that buys Festool products from what Festool used to call an ISA is pretty happy, and some are ecstatic.

Almost everyone that buys (or tries to buy) Festool products from a large, national retail chain is not so happy, and some are grumpy.

There are exceptions noted in some of the posts here, but I think my conclusions are reasonably fair and accurate.  Hmmm.

Your conclusions are right on!    But, I doubt that Festool is listening. 

Frank,

I think Festool is  listening and is working to correct the situation. But with the number of dealers coming on board so quickly, may be a bit of a task.

Bob

I hope that this is true Bob.  What I really want to see Festool do is listen to Canadian customers and open up the market in Canada so that we do not have to deal with a single (mostly unresponsive) source.

 

[Kapitaldream]

I would like to put my .02 in from the Canadian perspective. Hafele Canada has only one sales type in Ontario who actually uses the tools. The guys out west have just vague ideas about them. If I need real info I call up Bill @ Festoolsupply. He is helpful, uses the tools day in and day out. Jerry Work is just a huge help. I know for a fact that a major Canadian retailer and manufacture of woodworking tools would just love to sell Festool. They have dedicated woodworkers on staff, bend over backwards to keep their customers statisfied and stores right across the country. Plus they have deep pockets to actually stock the acessories. I am having to wait for a hose garage, panther blade and vac handle to come out of the states! As a group I sure hope that those of you guys south of the 49th keep pushing Festoolusa to keep the marketing plan the way it was. These are NOT B&D to be sold at big box stores.
Thanks for all the help that the people on this forum give to the new guy.
Steve Birmingham

 

[Jim Becker]

Bob Marino is my only Festool source if I have the choice. He supported me early on my carting a whole SUV load of tools to my shop to play with and later took a day to thoroughly demonstrate the same to a number of my woodworking friends, also at my shop. When I order something from him, it seems like it's here almost before I ask for it...

Oh, he's a genuine nice guy, too, and has scrupulous ethics when it comes to sales and customer service.

Even though another local firm now carries the line and they certainly did well by me over the years, Bob is "my" Festool source.

 

[Dave Rudy]

When I order something from him, it seems like it's here almost before I ask for it...

Except for the Kapex, Jim.  I've been asking for months and months and . . . NO KAPEX!  (Of course, it's not actually Bob's fault that he can't deliver a product that doesn't quite exist in this part of the universe).

??? ??? ??? : :

 

[Qwas]

I'm one of those that likes to see and get my hands on the actual tools. I live in South Georgia with no dealers nearby. It's either 4 hours to Atlanta or 4 hours to Tampa (where I lived for 20 years and still have family there) to get to a dealer. And those dealers are primarily the Big Box Stores.

Most of my purchases have been through the internet with Bob Marino, Festool Junkie, or McFeely's. They have all done a fantastic job but there is nothing like seeing the tool first. Oh yeah, there's pictures on the internet but those pictures don't really tell you the size of an OF-1010, or a C12 drill. Luckily, my Festool purchases always left me pleasantly surprised. I would still like to see more internet videos from any of our dealers. And I firmly believe we still need videos showing the accessories in use so we can understand them better. I hate to put them on the spot but Bob, Tim, and Ron need to get busy with those videos!

I would like to bring up another point. The USA needs more Festool sales to get the corporate attention, and to get our tools stamped in imperial rather than metric. The Big Box Stores might not be our choice for purchases, but they give Festool more exposure to other woodworkers. And it gives someone like me a chance to see that tool even if I don't buy it from them. And putting Festool into the hands of the TV woodworkers is helping that exposure also. That gives me a chance to see and hear the tool. All of this has helped me make my decisions on present and future purchases.

I'm looking at 2008 as the turning year for Festool USA. I'm hoping to see their sales climb and to see us (the USA) get more attention from Germany. And I think they are on the right track to do it.

 

[tedchoi]

I don't know if Christian O. is listening, but I do know that Rockler Woodworking is. I received a call today from the manager of Rockler San Diego regarding my previous post of my Rockler/Festool experience. He was a little disappointed in the performance of his staff. He assured me of his enthusiasm for the Festool tools and is having his staff trained. Success of the Festool line up is important to them and anything they can do to help that will obviously help them. I feel better about Rockler as a dealer now but my loyalties are unchanged.

Eiji

I first learned about Festool at the Rockler in SD, and ended up buying the MFT, Trion, Rotex150 and TS55 from them. I'd seen the display on several prior visits but didn't really know what it was until Mike, the manager, walked me through the line. The presentation was clearly intended to make a sale, but then again that's what a store is for, and the information was very helpful and gave me confidence to plunk down a lot of cash at one go. While we were talking, someone came in for an interview with him, and he was so generous with his time with me that I was actually the one getting uneasy that he had someone waiting so long. In the end, it was clear that he was gonna prioritize a customer over an interviewee. As a new user of Festool and not having done woodworking since jr high shop class, I didn't have any challenging questions. So, I bought on the concept of the integrated system and the professed quality of the tools. Since then, I've learned a lot more thru using the tools and websites such as this one, and nothing I've learned has conflicted with anything Mike has said. He's also been very helpful to this newbie in demonstrating tools and suggesting ways of using them. many suggestions are over my head, until i get home and come across some problem at the bench and remember what he said. I think the prior posts may be correct that Mike is really the go-to guy for Festool at that shop, but that's fine. he always seems to be around. Someone who really knows Festool and has a difficult problem may be disappointed with shops like Rockler, but it works for me. The one time I went into a Tool Depot the staff seemed so surly I got the creeps and left.  I didn't even know they carried Festool. And I didn't know about the other local dealers until reading this thread just a few minutes ago.

Since my original purchase, I've bought the OF1400 and various accessories thru McFeely's, whom I can't fault at all. Fast ship, and the no tax thing is really appealing. If I need something right away, or I need to touch and hold before buying, I'll buy locally. but if I know what I want then I'll always look to buy online first.

 

[Nakamaruchi]

About Japan woodworker (CA)

  I ordered some items a week ago. And I received an auto-mail that said my order had been received.
But since then no action was made by them, of course I asked them about thier no action twice but no reply.
I sent a credit card number..........I am worring about that.
According to this forum, they seem to be  not bad dealer,  but very.................... 

 

[greg mann]

I would like to bring up another point. The USA needs more Festool sales to get the corporate attention, and to get our tools stamped in imperial rather than metric. .......................... And putting Festool into the hands of the TV woodworkers is helping that exposure also.

I'll bet Tom Silva's OF1400 is metric and it hasn't stopped him. ;D