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Author Topic: 100% Unhappy  (Read 19080 times)

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100% Unhappy
« on: October 06, 2014, 11:57 AM »
No longer valid
« Last Edit: October 06, 2014, 01:47 PM by countrysideworkshop »

Festool USA does not pre-approve the contents of this website nor endorse the application or use of any Festool product in any way other than in the manner described in the Festool Instruction Manual. To reduce the risk of serious injury and/or damage to your Festool product, always read, understand and follow all warnings and instructions in your Festool product's Instruction Manual. Although Festool strives for accuracy in the website material, the website may contain inaccuracies. Festool makes no representations about the accuracy, reliability, completeness or timeliness of the material on this website or about the results to be obtained from using the website. Festool and its affiliates cannot be responsible for improper postings or your reliance on the website's material. Your use of any material contained on this website is entirely at your own risk. The content contained on this site is provided for informational purposes only and does not constitute professional advice.


Offline Festool USA

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Re: 100% Unhappy
« Reply #1 on: October 06, 2014, 12:02 PM »
Jeremy,

As I stated in my email to you, we have a note at the bottom of our website that states we reserve the right to correct errors on our website.

I'm sorry that the price was incorrect on the website. Festool does not sell direct, so the website serves as a catalog.

You acknowledged in your correspondence to us that all of our dealers' websites reflected the correct price of $750.

Shane
« Last Edit: October 06, 2014, 12:21 PM by Shane Holland »

Offline elfick

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Re: 100% Unhappy
« Reply #2 on: October 06, 2014, 12:23 PM »
That is like going to a store and buying something for an advertised price and then saying "no that isn't the correct price it is actually X amount."

It's actually nothing like this. What it is like, is finding an MSRP on a manufacturer's website then finding out that a retailer/dealer is charging more than the MSRP. Whether it is the manufacturer's error or just retailer markup in a free market doesn't really matter. This would be unusual, but not unheard of, and I doubt you would even get a response from most manufacturers.

100% Unhappy
« Reply #3 on: October 06, 2014, 12:28 PM »
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« Last Edit: October 06, 2014, 01:47 PM by countrysideworkshop »

Offline Alex

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Re: 100% Unhappy
« Reply #4 on: October 06, 2014, 12:31 PM »
No Festool, Shane, admitted it was a wrong price but still refused to honor that price.

Where exactly does it say they have to honour that price?

Mistakes can happen.  $33,50 on 750 is 4% difference. Not worth throwing a hissy fit IMHO.

Offline Don T

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Re: 100% Unhappy
« Reply #5 on: October 06, 2014, 12:32 PM »
I don't see the problem. Festool was not the one selling the tool so end of story.
RO150, C12, DF 500 Q, CT33, TS75, MFT3, Kapex 120, MFT3/Kapex, MFK 700, RO 90, ETS150/3, CT22, Centrotec Installers Kit, Parallel Guides & Ext, Carvex, OF1400, LR32 Set, MFS400 w/700 rails, KA UG Set, First Aid Kit, RTS 400 EQ, Vecturo OS400 Set, CT Wings, CT Drill Guide, Pro 5, CXS, C18, HL850, Vac Sys set

100% Unhappy
« Reply #6 on: October 06, 2014, 12:32 PM »
No longer valid
« Last Edit: October 06, 2014, 01:48 PM by countrysideworkshop »

Offline elfick

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Re: 100% Unhappy
« Reply #7 on: October 06, 2014, 12:34 PM »
No Festool, Shane, admitted it was a wrong price but still refused to honor that price.

Yes, because Festool (and Shane, by extension) is the manufacturer, not the retailer/dealer. There have been instances where dealers have posted incorrect prices and stuck to them. I'm guessing that when you contacted the dealer, they quoted you the $750 price.

I was just pointing out that your comparison was incorrect because it implies that you were actually buying from Festool.

100% Unhappy
« Reply #8 on: October 06, 2014, 12:49 PM »
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« Last Edit: October 06, 2014, 01:48 PM by countrysideworkshop »

Offline Festool USA

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Re: 100% Unhappy
« Reply #9 on: October 06, 2014, 12:51 PM »
I talked to someone higher in the company and they made it right whether you all agree or not.

At my suggestion, we offered to provide up to $33.50 worth of abrasives once the purchase is made and we are provided with proof of purchase.

Shane

100% Unhappy
« Reply #10 on: October 06, 2014, 12:54 PM »
No longer valid
« Last Edit: October 06, 2014, 01:49 PM by countrysideworkshop »

Offline Festool USA

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Re: 100% Unhappy
« Reply #11 on: October 06, 2014, 12:56 PM »
The thread will not be deleted.

Offline Rob Z

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Re: 100% Unhappy
« Reply #12 on: October 06, 2014, 01:35 PM »
Good grief.   [blink]

Offline RL

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Re: 100% Unhappy
« Reply #13 on: October 06, 2014, 01:47 PM »

Offline jools

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Re: 100% Unhappy
« Reply #14 on: October 06, 2014, 02:00 PM »
Those two items this side of the pond retail for £649 GBP or $1038.70 USD. $750 sounds like a cracking deal [big grin]
It started with one little sander

Offline teocaf

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Re: 100% Unhappy
« Reply #15 on: October 06, 2014, 02:15 PM »
what a delightful level headed young man--would have made anyone's "pampaw" proud!

Offline deepcreek

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Re: 100% Unhappy
« Reply #16 on: October 06, 2014, 02:35 PM »
It looks like the issue was resolved in under two hours so hopefully Festool's outstanding customer service made him 100% Happy.  :)

I notice the OP is in my neck of the woods so feel free to send me a PM if you need any local assistance on getting the most from your new tool.

Festool really is a great company.

Joe
Joe Adams
TimberFire Studio
Houston, Texas

http://www.facebook.com/timberfire

Offline Greg Powers

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Re: 100% Unhappy
« Reply #17 on: October 06, 2014, 02:44 PM »
A shame the OP felt the need to remove all his comments...
Greg Powers
Size:XL

Offline Festool USA

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Re: 100% Unhappy
« Reply #18 on: October 06, 2014, 03:18 PM »
A shame the OP felt the need to remove all his comments...

Yes, it is.

In essence, he was complaining because our website had a mistake on the price of the ETS 150 + CT MINI package. It showed a price of ~$716 when the correct catalog price is $750. He contacted multiple people within Festool asking us to honor the price. My response was that we would not honor the price since the website states that we reserve the right to correct errors. He threatened to never do business with Festool and to post negatively about Festool on his blog and stated that Festool customer service sucks.

Jeremy has been contacting Festool for over a year seeking a "sponsorship", discounts, freebies, etc. Most recently, he contacted us yesterday (Sunday) and asked if he purchased directly from Festool if we would give him a free Systainer.

From what I can tell he's never purchased any Festool products.

Edit: Here's a copy of his duplicate post in which he paraphrased his original post so you can see what the original post said basically.

Quote
FESTOOL advertised a price and they won't honor it. When I tried to get them or a dealer to honor it they refused to. Festool's customer service sucks! My company will never endorse a product of theirs as long as this goes unfixed. If you want more information about this, PM me. I will be posting a blog article out to all my followers as well.

Shane
« Last Edit: October 06, 2014, 03:30 PM by Shane Holland »

Offline Peter Durand

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Re: 100% Unhappy
« Reply #19 on: October 06, 2014, 03:26 PM »
"From what I can tell he's never purchased any Festool products."

LOL. That says it all. Oh my, the stuff you have to put with from time to time.

Cheers,

Peter

Offline Harvey

  • Posts: 135
Re: 100% Unhappy
« Reply #20 on: October 06, 2014, 03:43 PM »


Jeremy has been contacting Festool for over a year seeking a "sponsorship", discounts, freebies, etc. Most recently, he contacted us yesterday (Sunday) and asked if he purchased directly from Festool if we would give him a free Systainer.


Does Festool offer anyone else reduced pricing like that?
If they do, to my mind, Jeremy's just a disappointed entrepreneur.

Fair disclosure- I paid full price for all my Festools [wink]
Just a duffer

Offline Paul G

  • Posts: 1986
Re: 100% Unhappy
« Reply #21 on: October 06, 2014, 03:43 PM »
I talked to someone higher in the company and they made it right whether you all agree or not.

At my suggestion, we offered to provide up to $33.50 worth of abrasives once the purchase is made and we are provided with proof of purchase.

Shane

Free abrasives for being abrasive ;)
+1

Offline Rob Z

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Re: 100% Unhappy
« Reply #22 on: October 06, 2014, 03:51 PM »
Paul, it was more like a  "sniveling  savings  success story!"  ;D

Offline SMJoinery

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Re: 100% Unhappy
« Reply #23 on: October 06, 2014, 03:58 PM »


Jeremy has been contacting Festool for over a year seeking a "sponsorship", discounts, freebies, etc. Most recently, he contacted us yesterday (Sunday) and asked if he purchased directly from Festool if we would give him a free Systainer.


I got a free Systainer with all my Festool's except my Kapex, MFT3 and UG Stand. They all came in cardboard boxes...hey I think I've been duped!! [tongue]

Offline RobBob

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Re: 100% Unhappy
« Reply #24 on: October 06, 2014, 04:09 PM »
That's extortion.  He was basically saying, "Give me what I want or I am going to tell everyone your product is bad."

Offline Davej

  • Posts: 630
Re: 100% Unhappy
« Reply #25 on: October 06, 2014, 04:26 PM »
They say 'god loves a trier'  . But methinks  someone is taking the p★ss.
Dave
I dont mind growing old but i refuse to grow up

Offline GOT8SPD

  • Posts: 230
Re: 100% Unhappy
« Reply #26 on: October 06, 2014, 05:13 PM »
If he's crying about $35 bucks...imagine what's gonna happen when he finds out how much more money he's going to have to spend to enjoy the entire Festool system.   [big grin]

Offline WarnerConstCo.

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Re: 100% Unhappy
« Reply #27 on: October 06, 2014, 10:15 PM »
I like this thread, sometimes I worry Shane is a big pushover..... [tongue]


Offline adubeau

  • Posts: 210
Re: 100% Unhappy
« Reply #28 on: October 06, 2014, 10:38 PM »
Wow.. Really? Festool is better off without his business..
Festool weapons: ETS125, RO90, RO125, Dominio 500, Kepex, CT mini, CXS... and the list grows....

Offline duburban

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Re: 100% Unhappy
« Reply #29 on: October 06, 2014, 10:44 PM »
I just checked out his "blog"… i don't think festool would suffer any sort of damage with a bad review over there. Although... the stellar review of the cheesy roboreel has spoken to me. 

http://roboreel.com/roboreel-store/
helper: i used a festool "circular saw" to do something simple and it made it really hard

me: exactly, it makes simple cuts complicated and complicated cuts simple

Offline Festool USA

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Re: 100% Unhappy
« Reply #30 on: October 06, 2014, 10:50 PM »
Ok, guys. Let's keep the negative comments to ourselves, remember one of our forum guidelines is to keep it nice. I'm sure everyone can form their own opinions based on the information in the thread. Thanks.

Festool USA does not pre-approve the contents of this website nor endorse the application or use of any Festool product in any way other than in the manner described in the Festool Instruction Manual. To reduce the risk of serious injury and/or damage to your Festool product, always read, understand and follow all warnings and instructions in your Festool product's Instruction Manual. Although Festool strives for accuracy in the website material, the website may contain inaccuracies. Festool makes no representations about the accuracy, reliability, completeness or timeliness of the material on this website or about the results to be obtained from using the website. Festool and its affiliates cannot be responsible for improper postings or your reliance on the website's material. Your use of any material contained on this website is entirely at your own risk. The content contained on this site is provided for informational purposes only and does not constitute professional advice.


Re: 100% Unhappy
« Reply #31 on: October 07, 2014, 08:46 AM »
I looked at his website, not once did I see a festool in any of them. Didn't even notice anything in e bog about not buying festool.

Don't most of use festies show off our stuff? Or at least the collection?

Just my $.02

I'd rather be hated for who I am, than loved for who I am not.

Kurt Cobain

Offline Bob Marino

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Re: 100% Unhappy
« Reply #32 on: October 07, 2014, 08:58 AM »
  Actually, I'm 100% unhappy reading this post. Unhappy that a customer would insist on forcing a company to honor what was then found to be an error in pricing. And then threatening to blast the company on his blog and probably elsewhere, if Festool didn't allow him to purchase the items at that incorrect price. Festool, through Shane offered a very reasonable solution - to give him about 35.00 in free abrasives. You need the abrasives to use the tool, so these were items that were not superfluous - caps, tee shirt, etc.
 If perchance, the situation were reversed - by error, Festool and thus dealers, had the wrong price on this item, say 785.00, and later found this error, would he not expect to be returned the extra 35.00? Of course, he and other would  (rightly) demand it, but in realty, Festool and dealers would quickly refund the money to the correct price.
 

 Bob
Former Festool  Dealer since 2002; user well before that!

Offline Peter Parfitt

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Re: 100% Unhappy
« Reply #33 on: October 07, 2014, 09:55 AM »
I think that Bob is right - I have never seen someone create so much bad PR for themselves just for just $34 - this thread was started not to help others but to try and inflict damage.

Peter

Offline Paul G

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Re: 100% Unhappy
« Reply #34 on: October 07, 2014, 10:37 AM »
In fairness to the OP, inaccuracies on websites (not just Festool) can be very frustrating and you'd hope the manufacturers site is the most accurate regarding their own products. However I can speak from experience regarding Festools site, Shane has been quite responsive about errors I've found. So I'd suggest reporting errors to Shane rather than trying to leverage them to some advantage.
+1

Offline Kevin D.

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Re: 100% Unhappy
« Reply #35 on: October 07, 2014, 11:02 AM »
Who says the "Squeaky wheel gets the grease" all the time.  Sometimes it just can't be fixed and needs to be thrown out.
Kapex, CT-SYS, SYS-Cart, Pro 5 Sander, CT36AC, TS75, MFT 1080, MF-SYS/2, PS300 EQ-Plus, Parallel Guides Set, LR32 SYS, RO 150FEQ-Plus, OF1400 EQ Plus, DOMINO 500 Q-Plus,  Domino XL, MFK 700 EQ-Set, FS-SYS/2, CT22 w/hose storage, D36HW-RS-Plus, FS 1900/2, FS 3000/2, FS 1080/2-LR32, FS 1400/2-LR32, Gecko, Festool Floor Mat, Festool Stein, Multi-Tool, tape measure, large and small Festool floor mats (foam rubber).

Offline elfick

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Re: 100% Unhappy
« Reply #36 on: October 07, 2014, 11:09 AM »
Who says the "Squeaky wheel gets the grease" all the time.  Sometimes it just can't be fixed and needs to be thrown out.

Tsk tsk... In this day we should all know that we need to recycle rather than throw things away.... Soylent Green!  [tongue]

Offline RL

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Re: 100% Unhappy
« Reply #37 on: October 07, 2014, 11:10 AM »
From what I recall about UK contract law- and I think it may be similar in the US- companies are offering their products for sale in a so-called "invitation to treat" ("invitation to bargain" in the US). This does not actually bind them to sell a particular item, so they can refuse to sell to a particular customer if they so wish, before a binding offer is made. Customers are protected by consumer protection laws on the flip-side, such as misleading advertising, but this was clearly an accidental error and not a deliberate attempt to lure the customer.

The OP doesn't have a leg to stand on, and even though Festool dealt with this honourably and always go the extra mile (kilometre!), he still moaned.

Consumers have become so used to goodwill actions by retailers that they consider it their right to have the seller go the extra length, which isn't so.

On the flip-side, there will always be one tool in the OP's workshop.  [tongue]


Offline Wooden Skye

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Re: 100% Unhappy
« Reply #38 on: October 07, 2014, 12:12 PM »
I have been following along, and mistakes happen, especially when dealing in an online marketplace.  I think Festool acted honorably in offering the abrasives to make the customer happy.  But the OP threatening to disparage Festool on his blog is over the line in my opinion.

I ran across an issue once when looking at 2 different dealers who are active on the FOG, the price difference was rather large, but one dealer brought it to the attention to the other dealer.

Bryan

TS 55, (2) 1400 Guide Rails, 1900 Guide Rail, MFT/3, Domino ETS 150/3, RO 90, CT 26, OF1400, RO 150. RTS 400, LR 32 set, PS300 jigsaw, 3 abrasive systainers, (2) sys toolbox, (2) sys mini, clamps and other accesories

Offline Rock

  • Posts: 13
Re: 100% Unhappy
« Reply #39 on: October 07, 2014, 04:26 PM »
Not sure how the rest of the world is but the level of entitlement in the US is off the charts.

Offline RobBob

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Re: 100% Unhappy
« Reply #40 on: October 07, 2014, 05:05 PM »
Not sure how the rest of the world is but the level of entitlement in the US is off the charts.

You got that right.  Especially with the younger crowd.

Offline overanalyze

  • Posts: 413
Re: 100% Unhappy
« Reply #41 on: October 07, 2014, 11:51 PM »
Yep..give me what I want or I am gonna stomp my feet and cry! Way to go Shane &Festool for keeping it professional like we knew you would!

Offline jaguar36

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Re: 100% Unhappy
« Reply #42 on: October 08, 2014, 11:14 AM »
Yep..give me what I want or I am gonna stomp my feet and cry! Way to go Shane &Festool for keeping it professional like we knew you would!
People do this because it works.  Guy got offered $35 worth of free paper... thats more than the rest of us got.

Offline teocaf

  • Posts: 602
Re: 100% Unhappy
« Reply #43 on: October 08, 2014, 03:51 PM »
well he's entitled to his opinion regarding entitlement.  having lived in various parts of the world before coming here i think that a very strong case can be made for what he is saying.  there are always exceptions of course but you know what they say--the exceptions generally prove the rule.  i don't think though that a sense of entitlement is always a bad thing, perhaps only an egregious level of it.

Offline Peter Parfitt

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Re: 100% Unhappy
« Reply #44 on: October 08, 2014, 04:05 PM »
There is a right way and a wrong way to go about things. One way leaves everyone feeling good. The other way leaves an air of discomfort, failure and perhaps malice. Read this thread to see which applies. Well done Festool US for trying to keep it going in the right direction.

Peter

Offline VW MICK

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Re: 100% Unhappy
« Reply #45 on: October 08, 2014, 04:21 PM »
$35 ..really !

Offline Throwback7r

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Re: 100% Unhappy
« Reply #46 on: October 08, 2014, 04:39 PM »
Not sure how the rest of the world is but the level of entitlement in the US is off the charts.

You got that right.  Especially with the younger crowd.

Yep dont agree with that one, in fact it is quite offensive.

Offline Festool USA

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Re: 100% Unhappy
« Reply #47 on: October 08, 2014, 05:10 PM »
Well, I think this thread has lived long enough and there's no good that will come from continuing to leave it open. For that reason, I am locking it.