Zero Response from the Repair Department

[iamnothim]

Pathetic. 
Called last week.  No one picked up it went right to voicemail. So I sent an email
Got a reply with return instructions but I did not want to send in my RO-90 just for a broken power pin.  When the same thing happened to my Domino a year back they sent the part.  So ai replied "has w much is the part?  It's got to be less than shipping. So I'd buy one.  That was Friday.  No reply.  Tuesday I called.... straight to voicemail.  As of Thursday No Callback

Needless to say I am not happy

 

[copcarcollector]

[member=57769]TylerC[/member]

 

[iamnothim]

Just a coincidence.  I got an email reply from "The Repair Department "
Wouldn't even give a name

 

[bobfog]

There have been a few threads of late complaining about the appalling service from Festool USA, a different excuse each time, but the same complaint about lack of timely response. 

 

[billg71]

I filed a repair request for my Kapex online last Saturday, got an RO # and everything, but have yet to hear from anyone at Festool, either email or phone.

I thought I'd call tomorrow, maybe something is whacko with their new website.

 

[TylerC]

Please send me a direct message, and I'll personally talk to someone to have them contact you ASAP.

Please include the following:
- your name
- your email address
- your phone number
- the tool (preferably including the T-Nr)
- what your service issue is

Thanks for your patience.

(Also, our phone system was down this afternoon. If you tried to call this afternoon, nothing was coming in or out.)

 

[DrD]

Looks like everybody's mileage certainly differs. 

Called Festool Service yesterday morning about 9:00am CST - went right thru, service technician answered by 3rd ring, told him my problem, and it was resolved right there on the phone call - very courteous and very professional.

 

[RKA]

I'm still waiting for a call back after leaving a vm last week.  I'm going to try again tomorrow, else it will have to be through Tyler.

 

[Cheese]

I had the same issue with service several weeks ago, I was just trying to order some parts. Lucky for me, Uncle Bob intervened and I received the parts 3-4 days later.  [cool]

 

[semenza]

There have been a few threads of late complaining about the appalling service from Festool USA, a different excuse each time, but the same complaint about lack of timely response.

There is a lot going on at Festool USA at the moment.  Not necessarily an excuse but could be the reason.

Seth

 

[Bhend18]

I also left a voicemail on Thursday and have yet to hear back.

 

[Holmz]

There were posts last year about the repair department communicatuon being appalling.

Everyone claims the warrenty and the return policy are great, which in a marketing sense is true.
And most praise the plugit, which seems to be conceptually good, and just lacks quality in the materials or the maunfacturing execution.

So the thread wins the FT trifecta of frustration.

 

[semenza]

  My personal opinion is that things at Festool USA will get back to being as good or even better than they have been in the past. Lots of good and very capable people working there.

  Communications problems aside the warranty and return policy are great. Pretty sure that some of the recent posts about problems in this area have been made by people who have had the opposite experience in the past. At least if my memory of FOG posts serves.

Seth

 

[Bhend18]

I just tried the online repair request and I get a "failure sending email" message every time I submit.

 

[nickao]

Pathetic. 
Called last week.  No one picked up it went right to voicemail. So I sent an email
Got a reply with return instructions but I did not want to send in my RO-90 just for a broken power pin.  When the same thing happened to my Domino a year back they sent the part.  So ai replied "has w much is the part?  It's got to be less than shipping. So I'd buy one.  That was Friday.  No reply.  Tuesday I called.... straight to voicemail.  As of Thursday No Callback

Needless to say I am not happy

Just ask here.

A broken power pin less than 15.00 and you will have it in a few days. They run this forum, use it. I never call them. If I have an issue, I have found this forum for the last 10 years going back when it was on yahoo always helped me out. I would just ask, hey where can I get a power pin real quick. It's not worth your aggravation even trying to call them for something like that.

I truly believe unless it is a MAJOR repair or major warranty service is needed the answer is going to be here. I will gladly assist anyone if I know and so will others. But since the tone was complaining about Festool Service(rightfully so it seems in this case), you never received an answer for what you needed. I have no problem you bashing them for not answering, not answering the phone is so wrong and bad business. Personally I never let a client wait longer than 15 minutes to respond to an email question. I am just saying if you would  of just asked you would have had the part pretty quick. For me it's not even worth getting the part free over 15.00 if I have to deal with waiting for a response, others may have a different view off course.

This is it the correct part I believe:

Socket Housing for RO 90(#496388) ($14.63) In Stock
https://www.toolsforworkingwood.com...Replacement_Socket__Housing_for_Festool_Tools

 

[iamnothim]

[member=3373]Dovetail65[/member]

Many thanks for the info.  496388 is indeed the part number.
$15 + shipping is a lot less than shipping my RO90 to Festool.  Its cheaper for them too, but I won't have a logic attack.

Luke

 

[iamnothim]

Ok.  When I am wrong I admit  that I am wrong. The RO90 sander is Not User Serviceable. 
The part came with a note to that effect and after taking a look under the covers  it is indeed right.  There's a lot of brain surgery to replace that socket.

 

[iamnothim]

Once again Ferstool Support is .... what's worse than Abysmal?  That would be them.
I had a question on my DF500.
I sent an email because the phone system couldn't handle the calls.  (Something about a the techs and video games)

The email was sent MAY 15, 2017    To date. No response.

Yes, I could have asked the forum, but I want an authoritative definitive answer.

Luke

 

[TylerC]

[member=28483]iamnothim[/member] What email did you send the question to? I'll see if I can track it down.

 

[iamnothim]

[member=28483]iamnothim[/member] What email did you send the question to? I'll see if I can track it down.

Hi Tyler,  I was just composing a PM.

service-us@festoolusa.com