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Author Topic: Bad service and low stock bleeding into other forums.  (Read 7765 times)

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Offline WarnerConstCo.

  • Posts: 4184
    • Warner Mill Works
Bad service and low stock bleeding into other forums.
« on: June 27, 2010, 08:01 PM »
Festool is getting a lot attention lately on a couple other forums I frequent.

I just wanted to post a heads up that many have complained about poor dealer service and lack of product knowledge.

Also reading complaints of items still out of stock.

Just wanted to bring this to someone's attention.

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Offline Festool USA

  • Festool USA Employee
    FOG Administrator
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  • Posts: 8429
    • Festool USA
Re: Bad service and low stock bleeding into other forums.
« Reply #1 on: June 27, 2010, 08:45 PM »
Darcy,

If you want to send me a message with links to forums or general information, it would be appreciated.

I'd like to publicly apologize to anyone who has experienced products being unavailable. 

Likewise, I am sorry if anyone has experienced an issue with a dealer.  If you have an issue with a dealer, please feel free to send me a private message and I'll be happy to have our regional sales manager for that dealer sort out the issue.  Fortunately, if you find a dealer who does not have great product knowledge or lacks in service, we have an extensive dealer network and are continuing to add to that network.  Of course, there are many fine dealers who are represented here on the forum who would love to earn your business.

Thank you for taking the time to bring it to our attention.

Shane

Offline WarnerConstCo.

  • Posts: 4184
    • Warner Mill Works
Re: Bad service and low stock bleeding into other forums.
« Reply #2 on: June 27, 2010, 09:10 PM »
Roger that Shane.

Thanks.

Offline Neill

  • Posts: 889
Re: Bad service and low stock bleeding into other forums.
« Reply #3 on: June 28, 2010, 09:22 AM »
Darcy & Shane,

I think one of the problems here is that many dealers only have one salesperson that is knowledgeable about Festool.  That person attends the workshops and deals with the regional rep.

Now, what happens when that person is on vacation, is ill or simply has the day off?  Most of the sales people can retrieve a product they have in the stock room but what happens if you have a question?  What if you need to place a special order?

I personally think that is why our on-line retailers are such a pleasure to deal with.

Neill
Kapex, Domino, MFT/3, Rotex 150 FEQ, CT 22E, TS 55, RS2E Orbital Sander, C12 Drill, 1400 Router, Rotex 90 DX, Rotex 125 FEQ, LS 130 EQ Linear, Parallel Guide Set, Deltex 93 E, Trion 300 Barrell Grip, ETS 150/3 EQ, ES125 EQ, Guide Rail Accessory Kit, Sanding Block, various rails, systainers, sortainers, vacuum hoses and accessories for various tools.

Offline joraft

  • Posts: 860
Re: Bad service and low stock bleeding into other forums.
« Reply #4 on: June 28, 2010, 12:45 PM »

I think one of the problems here is that many dealers only have one salesperson that is knowledgeable about Festool.  That person attends the workshops and deals with the regional rep.

Now, what happens when that person is on vacation, is ill or simply has the day off?  Most of the sales people can retrieve a product they have in the stock room but what happens if you have a question?  What if you need to place a special order?


I agree, I have visited many Festool dealers throughout California and have often been told that the "Festool guy is not around at the moment".

One notable exception would be Eagle Tools in Los Angeles. Those guys all know their Festool stuff, never seem to get sick or take a vacation, they're ALWAYS around and usually have EVERYTHING in stock.   

BUT, since Eagle Tools is about a forty mile drive (each way) I most often rely on the convenience of ordering from our trusty old Uncle Bob.
John

Offline Neill

  • Posts: 889
Re: Bad service and low stock bleeding into other forums.
« Reply #5 on: June 28, 2010, 12:59 PM »
John,

Do you have any idea just how many brothers and sisters Bob Marino must actually have?  Must have been heck around the dinner table.

Neill
Kapex, Domino, MFT/3, Rotex 150 FEQ, CT 22E, TS 55, RS2E Orbital Sander, C12 Drill, 1400 Router, Rotex 90 DX, Rotex 125 FEQ, LS 130 EQ Linear, Parallel Guide Set, Deltex 93 E, Trion 300 Barrell Grip, ETS 150/3 EQ, ES125 EQ, Guide Rail Accessory Kit, Sanding Block, various rails, systainers, sortainers, vacuum hoses and accessories for various tools.

Offline RonWen

  • Retailer
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  • Posts: 1701
    • Ordering
Re: Bad service and low stock bleeding into other forums.
« Reply #6 on: June 28, 2010, 02:26 PM »

I think one of the problems here is that many dealers only have one salesperson that is knowledgeable about Festool.  That person attends the workshops and deals with the regional rep.

Now, what happens when that person is on vacation, is ill or simply has the day off?  Most of the sales people can retrieve a product they have in the stock room but what happens if you have a question?  What if you need to place a special order?


I agree, I have visited many Festool dealers throughout California and have often been told that the "Festool guy is not around at the moment".

One notable exception would be Eagle Tools in Los Angeles. Those guys all know their Festool stuff, never seem to get sick or take a vacation, they're ALWAYS around and usually have EVERYTHING in stock.   

BUT, since Eagle Tools is about a forty mile drive (each way) I most often rely on the convenience of ordering from our trusty old Uncle Bob.


John, is that the same as Eagle America (or is that a different entity)?  http://www.eagleamerica.com/prod_detail_list/festool

Offline joraft

  • Posts: 860
Re: Bad service and low stock bleeding into other forums.
« Reply #7 on: June 28, 2010, 02:31 PM »

John, is that the same as Eagle America (or is that a different entity)?  http://www.eagleamerica.com/prod_detail_list/festool[/b]


Different entity, Ron. Eagle tools in L.A. is owned and operated by Jesse Barragan.

Eagle Tools - Los Angeles
John

Offline WarnerConstCo.

  • Posts: 4184
    • Warner Mill Works
Re: Bad service and low stock bleeding into other forums.
« Reply #8 on: June 28, 2010, 02:46 PM »
I think my main point of relaying this info is the fact that I keep seeing more and more interest in the tools.

Some dealers need to have some more competent people working for them.

Offline joraft

  • Posts: 860
Re: Bad service and low stock bleeding into other forums.
« Reply #9 on: June 28, 2010, 03:17 PM »

Some dealers need to have some more competent people working for them.


In fairness to many of the "brick and mortar" dealers, they generally can't sell enough of a single brand to survive, so they must carry many. They don't have the time or money to completely train every employee on every brand, so they wind up with each employee being an "expert" on only a few. As we know, this is not the ideal, but they don't seem to have many other choices.

John

Offline Bob Marino

  • Posts: 3258
Re: Bad service and low stock bleeding into other forums.
« Reply #10 on: June 30, 2010, 09:47 PM »
[BUT, since Eagle Tools is about a forty mile drive (each way) I most often rely on the convenience of ordering from our trusty old Uncle Bob.
[/quote]

 Hey John,

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

Offline Bob Marino

  • Posts: 3258
Re: Bad service and low stock bleeding into other forums.
« Reply #11 on: June 30, 2010, 09:54 PM »
John,

Do you have any idea just how many brothers and sisters Bob Marino must actually have?  Must have been  around the dinner table.

Neill


 Hey Neill,

 Just one brother, 2 sisters.  ;)

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

Offline Corwin

  • Posts: 2646
Re: Bad service and low stock bleeding into other forums.
« Reply #12 on: July 01, 2010, 12:56 AM »
John,

Do you have any idea just how many brothers and sisters Bob Marino must actually have?  Must have been  around the dinner table.

Neill


 Hey Neill,

 Just one brother, 2 sisters.  ;)

 Bob

Hey Bob,

I have to think that Neill wants to be adopted.  That way he can play with dad's Festools.   [tongue]



... and Neill,

Sounds like a plan!   [big grin]  
« Last Edit: July 01, 2010, 12:59 AM by Corwin »

Offline Neill

  • Posts: 889
Re: Bad service and low stock bleeding into other forums.
« Reply #13 on: July 01, 2010, 09:27 AM »
Bob,

I just wondered about the "Uncle" reference.  Seems like you have lots of nieces and nephews, and that's just those that post here.  My father-in-law was a "Minnillo" and was one of 12.

Minnillo's Restaurant in Cleveland's Little Italy is pretty well known and he is a relative.  In addition, Vanessa Minnillo who was dating Derek Jeter for awhile, and has been on many TV shows is a second cousin.

Neill

P. S.  As long as Corwin brought it up, yes I would be open to adoption.
Kapex, Domino, MFT/3, Rotex 150 FEQ, CT 22E, TS 55, RS2E Orbital Sander, C12 Drill, 1400 Router, Rotex 90 DX, Rotex 125 FEQ, LS 130 EQ Linear, Parallel Guide Set, Deltex 93 E, Trion 300 Barrell Grip, ETS 150/3 EQ, ES125 EQ, Guide Rail Accessory Kit, Sanding Block, various rails, systainers, sortainers, vacuum hoses and accessories for various tools.

Offline Bob Marino

  • Posts: 3258
Re: Bad service and low stock bleeding into other forums.
« Reply #14 on: July 01, 2010, 10:22 AM »
Bob,

I just wondered about the "Uncle" reference.  Seems like you have lots of nieces and nephews, and that's just those that post here.  My father-in-law was a "Minnillo" and was one of 12.

Minnillo's Restaurant in Cleveland's Little Italy is pretty well known and he is a relative.  In addition, Vanessa Minnillo who was dating Derek Jeter for awhile, and has been on many TV shows is a second cousin.

Neill

P. S.  As long as Corwin brought it up, yes I would be open to adoption.

 Aha! I think my pal, Jim Becker started that "Uncle Bob" thing some 7-8 years ago.
No one famous in my family, but I did manage to make an ass out of myself when I bumped into Paul McCarrtney last year. :-[
Well, if you areever in NJ..... ;)

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

Offline Bob Marino

  • Posts: 3258
Re: Bad service and low stock bleeding into other forums.
« Reply #15 on: July 01, 2010, 10:24 AM »

 
Hey Bob,

I have to think that Neill wants to be adopted.  That way he can play with dad's Festools.   [tongue]


 Hi Corwin,


You mean "uncle's" not "dad's" tools. Being an uncle is hard enough! ;D
Former Festool  Dealer since 2002; user well before that!

Offline joraft

  • Posts: 860
Re: Bad service and low stock bleeding into other forums.
« Reply #16 on: July 01, 2010, 11:03 AM »

... Well, if you are ever in NJ..... ;)


Bob, are you going to be at the WIA Show (Cincinatti) again this year? It would be nice to see you again.

Philip Marcou is flying in from New Zealand. We're all looking forward to meeting him in person and seeing some of his new hand  plane designs.
John

Offline Bob Marino

  • Posts: 3258
Re: Bad service and low stock bleeding into other forums.
« Reply #17 on: July 01, 2010, 11:18 AM »

... Well, if you are ever in NJ..... ;)


Bob, are you going to be at the WIA Show (Cincinatti) again this year? It would be nice to see you again.

Philip Marcou is flying in from New Zealand. We're all looking forward to meeting him in person and seeing some of his new hand  plane designs.

 John,

 Proabaly not going to that show and was nice seeing you at the PA show..and your Marcou plane is impressive - to say the least.

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

Offline Neill

  • Posts: 889
Re: Bad service and low stock bleeding into other forums.
« Reply #18 on: July 01, 2010, 12:58 PM »
Bob,

You may regret the invitation since we still have family in Hamilton and hopefully get back there before too long.  I sure do miss NJ but I am glad to be out here with my daughter, son-in-law and three grandkids.  Wouldn't trade them for the world.

I will give you plenty of notice so that you can either (a) leave town or (b) have the adoption papers ready.   [wink] [smile]

Neill
Kapex, Domino, MFT/3, Rotex 150 FEQ, CT 22E, TS 55, RS2E Orbital Sander, C12 Drill, 1400 Router, Rotex 90 DX, Rotex 125 FEQ, LS 130 EQ Linear, Parallel Guide Set, Deltex 93 E, Trion 300 Barrell Grip, ETS 150/3 EQ, ES125 EQ, Guide Rail Accessory Kit, Sanding Block, various rails, systainers, sortainers, vacuum hoses and accessories for various tools.

Offline Bob Marino

  • Posts: 3258
Re: Bad service and low stock bleeding into other forums.
« Reply #19 on: July 01, 2010, 02:43 PM »
Bob,

You may regret the invitation since we still have family in Hamilton and hopefully get back there before too long.  I sure do miss NJ but I am glad to be out here with my daughter, son-in-law and three grandkids.  Wouldn't trade them for the world.

I will give you plenty of notice so that you can either (a) leave town or (b) have the adoption papers ready.   [wink] [smile]

Neill


 Neill,

 You got a deal!
 BTW, don't know manY who ain't planning on leaving NJ, once the time is right- Real Etate taxes through that roof and no end in sight. I mean like $13,000 + RE taxes for a 1 bathroom, 3 BR house on less tha 1/4 acre?

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