Why many (recent?) complaints about a Festool problem

[BJM9818]

I blame Amazon. Order something and get it dropped to your door in a few hours. People need things now. They can’t wait till tomorrow.

Something breaks at 6pm. Why wait till 9am central time, light the company up on the internet and get a response.

 

[sancho57]

I’m taking a different approach. Could be they just don’t know what to do. They didn’t know about the great service festool has they are used to having to whine to get help.

 

[antss]

People need things now. They can’t wait till tomorrow.

No , they don't .  Well for most things anyway.

They want it now, and have become accustomed to getting a lot in quick time .  But, that isn't the same as neeeeeed.

Even at the ER some people have to wait.

 

[grbmds]

It is a question of good manners...

It might be easier to lash out on social media without making the effort or giving the supplier a chance to sort things out but that is simply not fair play.

Life has to be about give and take, helping one another and giving people (and suppliers) the benefit of the doubt - I accept that suppliers can be given this privilege just once but at least do that before broadcasting an issue that might be otherwise easy to solve.

It is just like a hostage situation...

The supplier gets a ransom demand (on social media) he has no option but to try and do the best for his business. He pays up (ignores the facts and publically gives in to the demand), even at the detriment of his other customers.

Anyone who goes public on social media without first trying to get a problem resolved by direct communication with the supplier is just taking a short cut and will only ruin their own reputation in the long term.

The other side of the coin is that suppliers must understand that they cannot leave the most junior staff running front of house. Every single communication with the customers has to be treated fairly and promptly. The one key bit of advice to any manufacturer or dealer is to communicate with your customers and keep them informed of progress on whatever issue is in hand at the time. If you advertise that you have a 48 hour turn around time for repairs then you had better inform any customer after the first 24 hours if that deadline cannot be met and explain why.

Peter

Thanks for the recap.

The fact is that unless you are living under a rock, these good ol days of manners are gone, the social media and the instant gratification culture show no evidence of bolstering manners.

They shouldn't be excused that easily; just because it's become acceptable to be rude online. Festool shouldn't give special handling to any buyer or user who has not at least contacted Festool or the retailer directly. I admit that I have not had many problems with the tools, but one large purchase wasn't right and the Woodcraft store in Madison completely stood behind the product and gave me a new one. The few other problems for which I contacted Festool directly were handled appropriately and quickly. No reason to broadcast the problems to the world. They were all resolved reasonably and to my satisfaction.

 

[eeeesh]

I am not sure which complaints you are talking about since I am new to the forum...

My thoughts on the subject are - if you were a new Festool owner, like myself - and just spent a lot of money on a tool that basically costs a lot more than a similar tool and you had a concern about the tool, you might be having second thoughts about the purchase and are just reaching out to other owners for reassurance or assistance?

 

[grobkuschelig]

A friend of mine once described this as the „doctors phenomenon“.
Meaning that, if you are only around sick people, you only see sick people and thus, you think almost everyone is sick.

I think this happens a lot in forums or discussion groups.
People come here, because they seek answers or have a problem they want to share or vent about.
If you had every tool you wanted and all of them worked brilliantly, why would you be on the Internet?
You would be in your shop, working with your beloved tools...

My solution is to not take anything so seriously. Everything you read is just another persons opinion. What you need to do, is go out and develop your own opinion. [emoji4]

Sent from my iPad using Tapatalk Pro

 

[Stone Message]

People come here, because they seek answers or have a problem they want to share or vent about.

If you had every tool you wanted and all of them worked brilliantly, why would you be on the Internet?
You would be in your shop, working with your beloved tools...

I have been very lucky in my life despite many close shaves. I now feel that it's pay back time and I have set out to help other people. I have a modest but super workshop and some lovely tools. I cannot share that space with a constant stream of visitors but I can share my little bit of knowledge and my experience to help others.

So that remark about "if you had every tool..." is wrong. Some of us, and most people know who the other FOGgers like me are, just want to share what we have and help others.

The first quote above "People come here because they seek answers..." only works if there are people willing to share their knowledge and experiences.

Peter

 

[ChuckM]

Judging from what I have read in this Forum (I am selective and don't go through all the threads), I agree with Peter that those who come here with the sole intention of seeking answers or venting are a minority, a very small minority indeed.

I see many sincere exchanges here, though we can't avoid at times sarcastic or ill-prepared comments -- just like in the real world.

 

[sancho57]

I am not sure which complaints you are talking about since I am new to the forum...

My thoughts on the subject are - if you were a new Festool owner, like myself - and just spent a lot of money on a tool that basically costs a lot more than a similar tool and you had a concern about the tool, you might be having second thoughts about the purchase and are just reaching out to other owners for reassurance or assistance?

well buddy we all are festool owners to some degree here. If someone was reaching out for assistance then they should frame their post to ask for assistance. No one would have a problem with that, we all were in that boat at one time or another. What I find suspicious and particularly annoying is some one who has say 1 or 2 post then comes here all butt hurt and rather than asking for advice or direction to be pointed in the right direct they instead come all butt hurt and just whine and complain.

thats as we say, a horse of a different color. I would and do have to ask myself what is this persons motive to start right out the box just going off, in more of what it seems to me like a smear campaign rather that asking for help.