johnmpf said:
I sent an email to Festool about the crimped hose that came with my Festool Recon acquired MIDI. They are sending me a replacement free of charge. Nice to see that some companies still stand behind their products.
There are a handful of companies that I have dealt with over the years who maintain a standard of excellence that exceeds their customers’ expectations.
Hasselblad, a Swedish manufacturer of high quality (and expensive) cameras was sold with no guarantee at all. Everyone knew that if there was a problem, Hasselblad would take care of it. They only added the guarantee when various jurisdictions passed laws that, if no guarantee existed, then the law would assign a default guarantee.
In 1982, I bought a strobe light from Sinar-Bron (Broncolor, a Swiss manufacturer). In less than a year the circuits fried. It costs $6,000.00 (about $20,000.00 in current dollars) and was out of guarantee by about 4 months. I sent it to Sinar-Bron, and they replaced it with a new one at no charge.
Filson, a USA manufacturer of outdoors (“hunting”) clothes and luggage, will repair their clothes or luggage if there is a tear or a seam lets go. (They were recently sold to a larger company, so I am uncertain of their current policy).
Coach, the leather goods manufacturer makes it a point of their “lifetime” guarantee. That they will replace zippers, re-sew failed seams, re-attach handles, etc. What they don’t mention is that they decide how long a “lifetime” is. If the bag shows signs of wear or age, they will declare that “it has lead a full life”, and is not qualified for free repair.
So it appears that Festool is in good company (if we ignore Coach).
I think the operative thought is that the manufacturers’ expectations of quality is higher than the consumers’ expectations. We rarely see that anymore and we find it refreshing when it happens.
I should start a separate thread where members can post their own positive experiences with manufacturers (both for woodworking and for non-woodworking applications).
It is nice to know after the sale that Festool is in that rarified community of manufacturers.