Why is getting a spare part so difficult?

[Brad_bb]

I need a dust port/hose adapter for my TS75EQ.  I went on the website and found it difficult to find the "spare parts" Link.  You have to look under the service tab instead of just having a spare parts tab on the home page.  Also i think more people search for replacement parts as opposed to the term spare parts. 
When I click the spare parts link it takes me to another page that I have to scroll down and find yet another link, this time "spare parts catalogue".  I click that but the page does not open at all.  Just a blank page. 
So now I need to try and call customer service and find the number down at the bottom of the home page (instead of at the top where it should be).  I call and have to press a button for english(which irritates me since this is the language of the USA, a spanish speaker should have to press a button for another language, not the english speakers).  Then it says you have high call volume and I should call back later, then it says I can leave a message if I wish.  You try and leave a message and it cuts you off after only 8 seconds.  Tried this multiple times and it does it every time.
After writing this post so far I just tried calling back and this time it appears to answer the phone, but actually a pre-recording or AI that says it can't hear me, is my phone on mute, Hello, I can't hear you, please try calling back.  I try again you get the exact same thing.  It's not a real person because lines and delivery are exactly the same, and my phone is not muted.  What the heck is going on?  A company with such good tools has such poor systems/customer service?!!!

 

[ChuckM]

Perhaps the exhausting experience you shared would make some argue that one day the future may indeed be better with mature AI taking over many of our human functions. Human beings, for all kinds of reasons, are simply not equipped to really understand and take care of other human beings' needs.

As for language choices (if offered), I always come across: 1) for English, and 2) for French.

 

[peter halle]

Sorry to read about your issues.  Well, if anyone needs to get to the spare parts catalog for North America there is a shortcut - use the additional websites on the top right menu bar of the forum.  Those two buttons up there do have usefulness.

Just a F.Y.I.

Peter

 

[Brad_bb]

I continued trying throughout the day with no better results. This morning I left a message (twice) with my name and number with no call back.  At lunch time I also left a message, but no callback. 

I tried the link to spare parts catalog above under additional websites and it does not work for me.  I just get this:
This site can’t be reachedekat.festool.com unexpectedly closed the connection.
Try:
This Site Cannot be Reached
ekat.festool.com unexpectedly closed the connection.
Try:

Checking the connection
Checking the proxy and the firewall

ERR_CONNECTION_CLOSED

This is just crazy to not be able to contact Festool to get a part, and the run around with their phone system is horrible.  They should be embarrased.  A top tool and crap access for parts or service.

 

[Cheese]

I need a dust port/hose adapter for my TS75EQ.  I went on the website and found it difficult to find the "spare parts" Link.  You have to look under the service tab instead of just having a spare parts tab on the home page.  Also i think more people search for replacement parts as opposed to the term spare parts. 
When I click the spare parts link it takes me to another page that I have to scroll down and find yet another link, this time "spare parts catalogue".  I click that but the page does not open at all.  Just a blank page. 
So now I need to try and call customer service and find the number down at the bottom of the home page (instead of at the top where it should be).  I call and have to press a button for english(which irritates me since this is the language of the USA, a spanish speaker should have to press a button for another language, not the english speakers).  Then it says you have high call volume and I should call back later, then it says I can leave a message if I wish.  You try and leave a message and it cuts you off after only 8 seconds.  Tried this multiple times and it does it every time.
After writing this post so far I just tried calling back and this time it appears to answer the phone, but actually a pre-recording or AI that says it can't hear me, is my phone on mute, Hello, I can't hear you, please try calling back.  I try again you get the exact same thing.  It's not a real person because lines and delivery are exactly the same, and my phone is not muted.  What the heck is going on?  A company with such good tools has such poor systems/customer service?!!!

Ya, I feel you're hurt...the Festool EKAT system is truly a system tailored for self flagellation, it must be a German thing.  [eek]

And the most curious thing is this system has existed in its current state for at least the last 15 years...so go figure...how much hurt do they need to continue to generate? 

Here are the individual steps on the EKAT system that are necessary to pull back any information you need on the tool you need to order parts for. Please bear with me as the process is long, slow and involved...at the end I'll offer Milwaukee's solution.

So it takes 8 different screens just to find a part number.  [sad]
Choose spare parts catalog...choose spare parts catalog again...choose tool category...choose tool sub-category...choose tool sub-sub-category...choose specific tool...choose version of specific tool...locate the part number.

On the other hand, I've had great service from Festool once I've located the part number. The service people are friendly and very helpful, I enjoy interacting with them. If I need to speak with someone in a different department, they transfer me to that department and the calls are picked up and not dropped. I've dealt with other tool service departments and rather than transferring the call, they ask you to call back to a different number.  [mad]

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[4nthony]

If you register your tools with Festool, each tool in the "toolbox" will have a direct link to the parts catalog.

The advantage of this link is it will take you to your specific SKU in the ekat, where you can then navigate all the available parts.

Much faster than the method posted by Cheese (I travelled that path several times before learning of the toolbox link!).

 

[Cheese]

If you register your tools with Festool, each tool in the "toolbox" will have a direct link to the parts catalog.

That's similar to Milwaukee except you don't have to register anything.  [smile]

Just find the tool you need parts for and on that screen, push a button and the assembly drawing with the part numbers will be downloaded.

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And here's the assembly drawing along with the wiring details.
On rotary hammers that need to be greased, the grease type will be indicated along with what specific parts need the lubrication. Nicely done...  [cool]

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Here's a rotary hammer...showing the grease part number, grease instructions, torque specifications, carbon brushes part numbers, Loctite instructions, actual assembly instructions and absolutely everything that's needed to service the tool. On the last page which I didn't include, is a diagram showing how to press the fan on to the armature at the proper dimension. Pretty slick.  [thumbs up]

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[squall_line]

To be fair on the Milwaukee thing, the exploded parts diagram is included in the manual with every Festool tool that I've ever purchased.

Not saying that it's a substitute for EKAT if you aren't near your manuals or if you tossed them, but it's an internet-free option.

 

[Packard]

I got my repair parts for my Hitachi router from a 3rd party.  Several are listed for Festool.  It is probably worth a look.
https://www.google.com/search?q=festool repair parts&ie=utf-8&oe=utf-8&client=firefox-b-1-m#ip=1

 

[Brad_bb]

[member=44099]Cheese[/member]
In the last festool exploded pic you posted of the exploded view of the track saw, if you zoom in on item 14, you get a pixelated view of the part.  Due to the angle/perspective of the part and the pixelation, I cannot tell if it's the dust port I need that the hose connects to, or if it's just the plastic ring that's captured in the saw housing that port screws onto? 

After all my attempts this morning I called one more time at 8:17am and actually got through to a person.  I explained that from that exploded view I couldn't tell if this was the part I was looking for and wanted him to tell me if this is the actual dust port that the hose connects to or just the ring that's captured in the housing.  Michael said he could not tell me that.  Why not?  It wasn't clear but he said something about it being a liability?!  I asked you can't help me to tell if this is the part I'm looking for?  No.  He said that if I can provide a part number, he could order it.  I said but how can I tell if this is the correct part?  He said he couldn't help me with that.  So then I asked if I order the part (202096),  and it's not the correct part, I can return it, right? No. He said parts cannot be returned.  I've never encountered such an unhelpful, poorly set up customer service.  Who doesn't take returns?  Who doesn't help the customer with such a simple problem.  Apparently Festool.  This is a simple external part.  My vacuum hose won't stay plugged in because the first or second time I used my saw, it fell and landed on the port and broke part of the port off.  Then I had just seen on the webpage that their service center is in Lebanon, IN.  What luck, I only live 15 minute drive away!  I confirm with Michael that that is their location and said ok, then I'd like to bring my part up there and compare it to                                                      202096 to make sure it's the same part.  He said No, customers cannot come to this location.  Then why the  #$%! is the address listed under customer service???  Finally, totally exasperated I tell him to just order me the part.  He asks for my name, then my address.  Then he hesitates and ominously says oh, your not in our system.  Great, now it seems like he's not going to let me order it, but after a long pregnant post he reluctantly says he'll have to put me into the system (so arduous).  It takes some time for him to do this but after a few minutes of silence it's done and he works on ordering the part.  He says he's not going charge(to my shock) the first non-negative thing in this whole experience.  He said because I'm so close it will probably take 4-7 days.

Quite honestly, I wouldn't wish this experience on my worst enemy. All this to just get a simple replacement part. It doesn't surprise me that Germans don't understand good customer service.  I told my General contractor this story and he said sounds like they don't want you as a customer.  Festool has been doing this long enough to understand how bad this is, yet they haven't improved it?  Wow.  They certainly don't understand or believe in the Toyota Production System.

Oh, and after lunchtime today, I got a voicemail (no ring) from Festool calling me back saying their phones aren't working currently, and to email them.  But of course I think I have already settled this....hopefully...cause trying to get in contact again....doesn't look promising.

 

[ChuckM]

Yours might or might not be the worst shopping experience, but, if not, close -- for such a simple matter. [sad]

Perhaps, Festool could consider starting every customer service conversation or online transcation with some kind of an order-at-your-own-risk liability disclaimer to make life easier for both staff and customers?

 

[mino]

Umm.

Maybe .. all this has to do with the eKat (and related information the service guy is allowed to provide) are NOT a customer service.

The "customer" for eKat and related is a service center. Not the "end customer" ... at least that is the idea. Ehm.

I am not argiung if this is good or bad, but that is how Festool (and 99% German companies I know) operates. Many even do not allow to purchase spare parts if one is not s service center ... and it is NOT to force you to repair with them. It is basically the "absolute liability" culture driven to the extreme.

In that legal concept saying nothing is seen preferable to saying anything that could be misunderstood or misinterpreted. No advice means "I" cannot be held liable for whatever whoever would have done "based on that advice". Sux. But that is a /legal/ culture conflict not a question of customer service approach. The guy even stated it - for liability reasons he is explicitly forbidden to advise on these matters.

[embarassed]

 

[woodferret]

That liability thing is what makes FOG a welcomed resource.  Its implicit we take and give advice at your own risk here.  Probably could have taken pictures and asked here for the part number.

FWIW, more clear cut, non nebulous part requests CS has been helpful trying to get it right... but sometimes they still get it wrong.  I remember asking for the valve port on the hand sander and got the hose SKU   Luckily I knew that wasn't it with EKAT.

 

[Brad_bb]

I never have such problems getting parts for my Char-broil grill, or another tool brand, or Stihl, or Polaris etc.  I first went to wood craft where they sell festool and asked if they could get me that part, they said no you have to go to Festool.  I don't know of any Festool "dealer" that can help with such parts or knowledge.  FOG is owners helping each other right?  So it's basically Festool pushing off their responsibility on the customer.  You go pour your own soda, check out your own items, next we'll have to build the tool ourselves from a parts kit but they are not liable cause they didn't assemble it.  The consumers world is going to pot.  We spend a lot of money on these Festool tools.  It's a pretty crappy way to treat your customers.

I used to design power tools for another power tool company, the customer service for the tools I worked for was second to none.  They'd do just about anything to help the customer.  I've been away from there for 15 years now and I'd be afraid to see what it's like now.  When I worked there, they commissioned a study on customer service and customer experience.  I remember one thing from it, when a customer had a very positive experience they told 7 other people on average.  When a customer had a very negative experience, they told 14.7 people. 

 

[ChuckM]

Snip.  I first went to wood craft where they sell festool and asked if they could get me that part, they said no you have to go to Festool.  I don't know of any Festool "dealer" that can help with such parts or knowledge. Snip.

I have never dealt directly with Festool, always only through Lee Valley Tools where I bought all my Festool machines, parts and consumables. Same arrangement for SawStop accessories and parts.

"I remember one thing from it, when a customer had a very positive experience they told 7 other people on average.  When a customer had a very negative experience, they told 14.7 people."

I recently have had a very satisfying experience with the service from a furnace company. I left a five-stars review on the technician and owner online (trustpilot?), and passed the company info. to all my neighbors whose phone#s are on my contact list.

 

[Packard]

Try here: https://www.toolpartspro.com/festool-parts/festool-201151-(ts-75-eq-f-120v)-parts.html

They list 81 separate repair components for that saw.  I did not have the part number, so you will have to check on your own.

 

[tjbnwi]

[member=80860]Brad_bb[/member],

Look at the description for. Part #14, Angle Port CT it is the connector. You can verify this when you phone in your order.

If you use the + - zoom icons the pictures do not pixelate as much as zooming on them.

If you click or hover over the part, the description will open in a window.

I order parts about every 6 weeks, catalog does not bother me at all.

Tom

 

[mino]

...
I first went to wood craft where they sell festool and asked if they could get me that part, they said no you have to go to Festool.  I don't know of any Festool "dealer" that can help with such parts or knowledge.
...

Absolutely, and I would never do business with such dealer. Especially in the US where the fixed prices provide them more than adequate compensation. What you observed is the laziness (or intention if they have their service center) of the dealer ... there is nothing preventing them to order the parts for you.

As for the difficulty - I avoided to respond to the OP, because, frankly, eKat is the simplest possible thing to use in my view. Once you become aware it exists.
And that it takes time to browse the tool through the tree - well, how else one would expect to find it between a couple thousand SKUs ?

Would a direct link from the tool to the spare parts be welcome, sure, but I think Festool (again, being German and thus "safe" and all that) does not really *want* casual customers to repair the tools themselves.

===
The beef I do have with eKat is that once a part is (permanently) out of stock, they replace its part# and description information. I think I understand why it is that (at that point it is meaningless *for the service centers* who would just waste time searching for not available things) but it is still a PITA, especially with the description being "used" for "unavailable anymore" text. I believe the main cause is that the eKat is actually an e-shop for parts which is just made available for anonymous users. It is (originally) not designed as a documentation resource.

 

[Cheese]

I first went to wood craft where they sell festool and asked if they could get me that part, they said no you have to go to Festool.  I don't know of any Festool "dealer" that can help with such parts or knowledge. 

Actually it goes both ways...I've ordered from Festool and while on the phone, asked them to throw in a couple of replacement pads, Festool said I'd have to purchase them from a dealer.

I've also ordered some stuff from Woodcraft and threw in a couple of replacement part numbers, Woodcraft entered the part numbers and a screen came up that informed Woodcraft that those were to be customer ordered directly from Festool Service.

So...is it inconvenient, yes but it is what it is.

 

[Crazyraceguy]

Every time I ever bought a "spare part", after finding the part number itself in the EKat system, it was from Highland Woodworking. Atlanta GA
I used to be able to get parts locally, but the good woodworking store in my city shut down its internal repair shop/service. Now, they do the same as everybody else, tell you to contact Festool service.
Kiem Lumber does still have an internal repair service department. "They say" they will repair "any tool we sell", which means they can get parts. Whether they will sell them directly to customers or not is another thing?
I think Hartville Hardware sells parts too. They keep a lot of Festool equipment in stock.