Woodcraft as a Festool dealer

[Birdhunter]

There are 3 Festool dealers in my area and two are franchise operations. One is a locally owned business. The locally owned business has had the same core of employees since I began shopping there in 1997. The two franchise operations seem to not have long term employees. Their employees want to be helpful, but lack the level of product knowledge and expertise that are found in the locally owned store.

Festool products have a lot of neat features. Learning all these neat features has to take a lot of time & training. The employees at the locally owned store have had years to learn the Festool products and have benefitted from Festool demos held in the stores.

I guess the bottom line is that Festool customers are more sophisticated than the newbie woodworker looking for a commodity product. The store owner has to make a long term commitment to training, motivating, and retaining employees to attract t sophisticated (demanding) customers.

 

[adubeau]

I have seen a problem with many small businesses including Woodcraft.  They have stiffer competition from the "big box stores" as we'll as Internet retailers.  I will pay more (within reason) to keep my money local, however, I expect excellent customer service in exchange for the extra money.
Many small retailers act like they are doing me a favor to serve my needs.  My local Woodcraft is a decent store, but their stock of accessories is somewhat limited.  If they don't have the item, typically, they give me some discouraging estimate of delivery.  So, I order online.  The last couple of accesory orders have been strictly online because the drive over is inconvenient and I usually do it on the weekend.  I can order online midweek and have it for the weekend.
To sum it up, I try to support local business, but I feel less and less obliged all the time.

I have the same issue and deal with it in the sameway... And realistically the temptation to purchase online is a is awful hard to ignore as far a convience goes, Getting Festoll cheaper online we know is not happening  and we ar enot sabing money there but I can get my sand paper in two days from amazin where the could take a week or more depending on when the order goes in...

 

[webfarmer]

Funny,

I live so far from a store, that it infuriates me when i go to Woodcraft; the response is the same, "gee, those tools are expensive;" and, "no, we don't have it - but we can order it...."

My response is the same as well, "gee, I can order it too..."

I don't know why they bother to call themselves Festool Dealers.

I get better service from clear across the continent by Bob Marino than I do at a "local" dealer.

 

[sancho57]

The last time I darkened Rocklers door was about 2 years ago. I went to buy a Kapex, Kapex MFT, Kapex extension wings and crown stops. I walked in with my puppy and wife. It was raining outside and sort of  cold.
No one asked to help me. Though a few employees were standing around chit chatting with customers. The manager kept walking by me making comments about my puppy and not once asked if he could help me.

We walked out and didnt buy squat from them then or have since.

My Woodcraft and other local supplier (Austins for you So Cal folks) which cators to pros are totally different. The Woodcraft owner knows me by name and greets me when I walking in the door with my puppy. Even though I go there only a few times a year dues to its distance from my home. Is always supportive even when Mia has a "accident" in the store which I promptly clean up. My other supplier is not only extremely supportive but they give my puppy doggie biscuits when she walks in the door. Both have a complete supply of everything Festool that I need. Very knowledgeable in the set up and usage of festoons. My other supplier has employees that are trained by steve in LV on a reg basis and the woodcraft owner and a few of his employees are also trained and knowledgeable.

It is a pleasure to go to either store and buy festools. The only issue I have is decided which store to buy festools from. So i spread it around buy some from one then the other. Im going to pick up a undulating head for my *850 at one store and Ill buy a systainer and some things at the other store.

I guess I am very very lucky to have option like I do.

 

[Alan m]

its amazing what workers (and owners ) in some shops think is appropiate.
that level of disprespect is very disapointed.

i went into my local hardware store (not my normal one but in the same town) . i was buying some handrails for my grandmothers bathroom after she sliped in there one day because she had nothing to catch

anyway i bought the rails and asked if they  had any better quality screws (the ones supplied in everything these days are rubish) , i wanted some kind of stainless but they didnt have any but he said they had some brass ones (i wouldnt use them for the rails but they are hard to find over here)
he went over to the normal screw section (done by one of the screw manufacturers). he brought back a box of zink coated steel screws
i told him they were not brass. he said they were.
i looked at the box just to be sure that they were normal ones .
i told him again. his responce was I  DONT GIVE A sh1t
he then walked off

i went over to the tool display and got a bar magnet
i emptied all the screws onto the magnet and held it up  and said i dont care if you dont give a sh1t but im right.
i walked out and said THAT IS AN INAPROPRIATE WAY TO TALK TO  A CUSTOMER

i havnt went back in yet

there are always people out there that are rude and obnoxious  working in shops.

my local dealer is the oposite . its all smiles and calling you by name . the know everything (in a good way)  and do everything they can to help.

 

[VictorL]

It depends. Even good dealers might provide you bad service.
I placed 3 orders for recent  re-con tools sale, one over the phone on two via e-mail without any problems. I received only one confirmation e-mail for three orders. That's fine, dealer might be busy. But he didn't place my 4th order, and didn't answer to my follow up e-mail. So I missed deadline for re-con sale order. It was REALLY disappointing. I expected to receive at least something. Will I place more orders again?  I don't know. I do have other options for purchasing tools.

P.S. Just don't ask who this dealer is.  He is regularly checking FOG, might be next time he will be more accurate.

VictorL

 

[allen r austin]

Well let me put my 2 cents worth in.The Roanoke Va Woodcraft store has all the Festool that you have ask us to carry, now we order most every Friday.and soon we will have Tanos, and what we will have is the same, what do you want us to carry? Do we know everything ? oh no we don't pretend to, but we will try to help all we can. Now as to customer service our district managers will address EVERY  complaint that is given them( Trust me I have had to answer them before) its best if in e mail. IF YOU DON'T TELL US WE DON'T KNOW now as far as where to send your e mail -woodcraft.com/feedback or call 1-800-535-4482and PLEASE RESPOND -WE NEED TO KNOW
allen

 

[Tinker]

its amazing what workers (and owners ) in some shops think is appropiate.
that level of disprespect is very disapointed.

i went into my local hardware store (not my normal one but in the same town) . i was buying some handrails for my grandmothers bathroom after she sliped in there one day because she had nothing to catch

anyway i bought the rails and asked if they  had any better quality screws (the ones supplied in everything these days are rubish) , i wanted some kind of stainless but they didnt have any but he said they had some brass ones (i wouldnt use them for the rails but they are hard to find over here)
he went over to the normal screw section (done by one of the screw manufacturers). he brought back a box of zink coated steel screws
i told him they were not brass. he said they were.
i looked at the box just to be sure that they were normal ones .
i told him again. his responce was I  DONT GIVE A stuff
he then walked off

i went over to the tool display and got a bar magnet
i emptied all the screws onto the magnet and held it up  and said i dont care if you dont give a stuff but im right.
i walked out and said THAT IS AN INAPROPRIATE WAY TO TALK TO  A CUSTOMER

i havnt went back in yet

there are always people out there that are rude and obnoxious  working in shops.

my local dealer is the oposite . its all smiles and calling you by name . the know everything (in a good way)  and do everything they can to help.

I have had nothing but good service from each of the three dealers i get my Festoys from.  I try to even out my purchases, but it is ot always possible.

I had an experience a few years back with a culinary store.  I went in to purchase an expensive chef's knife for my (then) SIL.  It was a day or two before Christmas and i had been working all day.  i stopped at the store (about a block away) and walked into the store.  A girl was behind the counter and as soon as he saw me, she disappeared into a back room.  I went over the the cuttlery cabinet (glassed in) and looked over the cuttlery display.  i waited for several minutes and finally walked over to the door behind which the sales girl had disappeared. There were three women sitting there having coffee (my guess) and gabbing away.  i stood there watching, but saying nothing.  after a bit, i noticed another open door and investigated that room.  There was a woman (later found out was the owner) sitting behind a desk and apparently reading.  She looked up at me and went back to her reading.  After standing there for a minute or two, i went back to the cutlery cabinet and discovered it to be unlocked.  thereupon, i started taking out knives and inspecting and then laying each one down on the counter in no organized placement.  I had the cabinet over half empty and decided to leave.  I don't know how long it took those women to figure out where each knife belonged, but i left and headed to the mall in the neighboring town to Williams & Sonoma.  There i was met at the doorway by a smiling (and, i might add, very cute) young lady who asked if she could help me.  she took me to the cutlery section and sent a salesperson to help me.  within five minutes I had my knife, it was gift wrapped and paid for and i was on my way home.

About two years later, the culinary store in my town was closing the door and had a writeup in the local paper about how local people were going to the mall instead of shopping locally.  I wonder why.
Tinker 

 

[sancho57]

Tinker,

Funny how that works huh?

 

[Tinker]

Another local store was complaining loud and clear in the local paper about a street vendor selling hotdogs practically in front of the store.  Somebody replied that the store keeper should worry more about what was going on BEHIND the door instead of what was going on IN FRONT OF the door.  The town extended the walk area beyond the store so the vender would be a little further from the doorway.  The vender had been in the same spot for over 30 years, long before the particular store owner had moved into that particular spot.  within a few months of the vender moving, the store went out of business anyhow.  The Vender is still doing a thriving business and a new store has opened up.  Since there are no complaints, i suspect the new store is also thriving.  I guess there had been some truth about the BEHIND doors remark.
Tinker

 

[sancho57]

Nothing beats a good hotdog.

Ive been jonesing for a good Chicago Dawg lately

 

[CarolinaNomad]

I know this thread is old but I wanted to add something that I picked up through reading others and my own experience with visiting four local stores.  Even though all four local stores have the same festool display, none of them have a sign stating who I should speak to and the hours of said person.  Example, My number one local supplier is a family owned business and I know who to speak with and if his not there, I leave and come back another day.  And the only reason why I know him is because he approached me and spent a great deal of time with me. And for that, I spent a lot of money. As for the other three, nobody approached me nor was there a sign notifying me who to speak with.  I personally will not speak to someone that doesn't know the tools they are selling. If i was forced to do that, I can do that at the local box store.

With that being said, some of the blame for skids experience is partly due to festool not screening the stores. In my eyes, going to the store to purchase a festool is like going to a Lamborghini dealership. I expect/demand the salesperson to know every aspect of the machine and including the warranty. And I shouldn't have to beg for someone to help me spend my money. Rant over

My point was the sign stating who to speak with regarding festool products. Of course it wouldn't have helped skids situation, but it would help others in their quest for tools.

 

[Sparktrician]

In my eyes, going to the store to purchase a festool is like going to a Lamborghini dealership. I expect/demand the salesperson to know every aspect of the machine and including the warranty. And I shouldn't have to beg for someone to help me spend my money. Rant over

Hear, hear!!! 

 

[skids]

I know this thread is old but I wanted to add something that I picked up through reading others and my own experience with visiting four local stores.  Even though all four local stores have the same festool display, none of them have a sign stating who I should speak to and the hours of said person.  Example, My number one local supplier is a family owned business and I know who to speak with and if his not there, I leave and come back another day.  And the only reason why I know him is because he approached me and spent a great deal of time with me. And for that, I spent a lot of money. As for the other three, nobody approached me nor was there a sign notifying me who to speak with.  I personally will not speak to someone that doesn't know the tools they are selling. If i was forced to do that, I can do that at the local box store.

With that being said, some of the blame for skids experience is partly due to festool not screening the stores. In my eyes, going to the store to purchase a festool is like going to a Lamborghini dealership. I expect/demand the salesperson to know every aspect of the machine and including the warranty. And I shouldn't have to beg for someone to help me spend my money. Rant overMy point was the sign stating who to speak with regarding festool products. Of course it wouldn't have helped skids situation, but it would help others in their quest for tools.

A manufacturer can only go so far with how they manage their distribution channels and dealers. I think Festool does a fairly good job of this based on the traction they have in this market now. Overall the Woodcraft stores in my area are spotty to put it nicely. And their website policies are difficult to deal with too... Either way, I moved on from them-in a BIG way. Since my incident, I have spent a boat-load of money elsewhere on Festool. AND!! A close friend of mine has taken a real shine to Festool based on using my tools and he swore off the local Woodcrafts in this area as well. And he is eating up Festool! I figure I am into Woodcrafts pocket for thousands at this point.

Best way to deal with poor service is to speak with your feet and your wallet elsewhere. There are just too many totally awesome laser focused Festool dealers to spend ANY money at a dealer who doesn't see it the way you put it so well above, with the Lamboghini Dealer analogy. High end prodcut= high end service. My experience with Woodcraft is they are just into too many products, and their employees are all over the map with their knowledge levels of what they carry. These are tools with complex capabilities, that require commited dealers to sell them, and I personally don't need anymore confusion from a dealer..And in my case, I most certainly don't need guff from the grumpy old men who work there. Fact is, Woodcrafts will NEVER know as much as a dealer who is truly committed to Festool like the dealers here on FOG.

Just based on that FACT alone, I would recommend anyone, especially new to Festool, to find a dealer who deals primarily in Festool. It's just another way to anchor the customer, and get the most out of these truly awesome  tools.

 

[jimbo51]

I will note that the Festool dealer in the Philadelphia area (one store in the suburbs, one in northern Delaware) has become a very good to excellent Festool dealer over the past several years. They work hard to have a Festool knowlegable person in the store, especially on weekends when newbies are most likely to show up. Their in store stock is quite extensive especially in the Delaware store. The staff are friendly and always attentive, but never pushy or intrusive.

In my experience, the in store Festool experience has been very important for many of my purchases. I would have never bought a Syslite if I had not been able to handle one in person and feel how substantial and solid it is. I played with one about six times before I finally made my purchase. I do not think a brief one time experience at a woodworking show would have been sufficient to win me over.

 

[Wooden Skye]

I agree with Jimbo.  The woodcraft in Delaware and Downingtown, PA in my opinion are good dealers, the have good stock and have knowledgable people.  These stores are owned by the same owner. I know from shopping at these
two stores there are people that know more, one day I stopped into the Downingtown store and the gentlemen I normally speak to wasn't there and the person behind the counter asked if wanted to leave my number and my question.  Wasn't necessary, but appreciated.  If i need something for a project and was looking for a new festool, i will go to these stores.  Since all of these stores are some distance, I have leaned more towards going online, but I do like a real store to "test drive". 

 

[rljatl]

The Atlanta "Larry's Tools and Sam's Tools" franchise (if  you know what I mean) is quite a place.  I go out of my way to steer all my business to them. Steve, the owner is a true craftsman and the entire gang goes the extra mile for me. Unlike three other local stores full of attitude, they understand the value of a satisfied customer.  Last month, I returned a heavy defective special order item and they had a replacement in house within just a few days.

My experience has been different.  I just bought my first Festool, a TS75/MFT table package and a CT 26 DC from this store about three plus weeks ago.  $2000.00 worth.  I got the saw that day, but the table was not in stock.  No problem, I thought.  They told me that it would be delivered in a week.  It did not come.  I called the store manager at the store and he said that he would check on it and let me know.  Never heard a word.  I called a second time and was again told that he would check on it and let me know.  Never heard a word.  Called a third time another week later and he told me that he just got back from vacation and would have to check on it.  Finally, I picked up the table today.  While there, I asked about the handle for the CT26 that I special ordered and paid for in advance.  I got the "deer in head lights" look.  Amazon is much less hassle and is delivered to my door in two days.  I know if it is in stock before I even order.  No tax and if you're an Amazon Prime member there is no shipping cost.

Steve, the owner, is a nice guy but is not into Festools or power tools in general.  I want to support my local dealer, but geesh, if it is always going to be so much trouble and take so long to get it, why should I?  

There is some attitude from the owner of the local "R" store , but I have always had great luck with Highland Hardware.

 

[skids]

I agree with Jimbo.  The woodcraft in Delaware and Downingtown, PA in my opinion are good dealers, the have good stock and have knowledgable people.  These stores are owned by the same owner. I know from shopping at these
two stores there are people that know more, one day I stopped into the Downingtown store and the gentlemen I normally speak to wasn't there and the person behind the counter asked if wanted to leave my number and my question.  Wasn't necessary, but appreciated.  If i need something for a project and was looking for a new festool, i will go to these stores.  Since all of these stores are some distance, I have leaned more towards going online, but I do like a real store to "test drive". 

This is called "showrooming" although retailers hate it, it's a fact of the industry now. We've all done it I am sure. I think in the case of Festool price points it probably done alot to see/touch the product, and then order online to avoid the tax.

My main reason to order Festool from an online dealer is trust and a source of knowledge, but then avoiding tax is a bonus. I have been to alot of dealers, and there aren't enough (in my area) who understand this product like the guys here do. Guess I am just spoiled rotten! FOG has allowed me to be a little more agnostic in that regard since I learn most of what I need to know here.

 

[Tinker]

When I play with a toy at a particular toy store, that is where i will make my purchase.  Sometimes, I know when I give a tool a trial run at the store, but know in advance I am not going to purchase at the time, I take note and when I do decide to buy, that is where I will buy.  Before I try a tool at the store, I usually do some research so I have an idea whether I am interested or not. 
Tinker

 

[Wooden Skye]

Tinker
I agree that if I test drive I will buy from that store, if they are out of stock, maybe different.  If I try a tool at one of the 2 stores I mentioned if I don't buy that day if at the PA store, I will go to the Delaware store since Delaware has no sales tax.  I don't feel bad about doing this since both stores are owned by the same person.