Festool Owners Group

FESTOOL DISCUSSIONS => Ask Festool => Topic started by: family on September 22, 2009, 11:09 PM

Title: Customer Service Reply
Post by: family on September 22, 2009, 11:09 PM
OK Festool...What's wrong with Customer Service. I have sent several emails to the Festool e-mail addresses shown on the web site and have not received replies from any. I talked to a Festool rep. at Woodcraft and he assured me Festool believed in answering customer questions...so what happened. Festool is a world class organization with a loyal customer base believing in and purchasing their products. Come on guys...don't forget your customers!
Title: Re: Customer Service Reply
Post by: Steve-CO on September 22, 2009, 11:25 PM
Try the phone, seems a lot of companies have email addresses that go to a black hole.  I personally prefer email but if there's something I really care about and want to get resolved I use the phone.  I'm not justifying you not getting an answer, just offering a suggestion.
Title: Re: Customer Service Reply
Post by: Festool USA on September 22, 2009, 11:35 PM
I have sent you a PM regarding the issue.  I saw where you had sent two messages using the website's contact form, one on 7/5 regarding the EHL planer's availability and one on 9/19 asking if we have plans to introduce a belt sander in the US market.  One instance of an email not getting answered is, of course, too many.  My apologies for the frustrations of not getting a timely response.  I am committed to finding out what happened to your correspondence.

Something that I failed to ask in my PM, was if there was a possibility that a spam filter was configured on through your internet provider or on your personal computer that may have marked a response from us as junk email by mistake.  Certainly not looking for excuses but making an honest attempt to trace the cause of the problem and exhaust some possibilities.

Thank you for bringing the issue to our attention, and welcome to the forum.

Thank you.
Shane