Festool Owners Group

FESTOOL DISCUSSIONS => Ask Festool => Topic started by: L.E. on January 09, 2021, 12:40 AM

Title: New Tool Registration and website issues
Post by: L.E. on January 09, 2021, 12:40 AM
Hi folks, I've registered here mainly to ask about an issue I'm having. I've owned Festool tools for nearly 20 years now, I think, registered online starting a few years ago, all good until now. Bought a new Kapex saw in the beginning of December, went to register the thing, can't find my password to log in. My fault. Hit the link for an email to reset it, nothing but crickets. Emailed Festool Usa, received an automated acknowledgment in reply, nothing else. Emailed the mother ship in Germany, same result. So I called Festool USA, I was told there were computer issues in Germany, and there was nothing they could do here in the US, and they had no info on when this might be resolved.
If anyone here could shed some light on this, I'd appreciate it. I'd think there would be some official mention of this on both websites.
Thanks,
L.
Title: Re: New Tool Registration and website issues
Post by: ProCarpenterRVA on January 10, 2021, 05:40 PM
I'm currently having the same problem but haven't bothered to pursue a solution. Subbed

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Title: Re: New Tool Registration and website issues
Post by: Peter Halle on January 10, 2021, 07:17 PM
Hi folks, I've registered here mainly to ask about an issue I'm having. I've owned Festool tools for nearly 20 years now, I think, registered online starting a few years ago, all good until now. Bought a new Kapex saw in the beginning of December, went to register the thing, can't find my password to log in. My fault. Hit the link for an email to reset it, nothing but crickets. Emailed Festool Usa, received an automated acknowledgment in reply, nothing else. Emailed the mother ship in Germany, same result. So I called Festool USA, I was told there were computer issues in Germany, and there was nothing they could do here in the US, and they had no info on when this might be resolved.
If anyone here could shed some light on this, I'd appreciate it. I'd think there would be some official mention of this on both websites.
Thanks,
L.

I can't tell you exactly what is happening, but much of the IT functions are now handled by Festool Germany.  Years ago it was Festool USA and as a smaller piece of the pie using their own software it was more nimble.

You might want to get you product info and serial numbers of the label on your Kapex and call Festool and ask to register it.  That might get you past the log jamb.

Just a suggestion.

Peter
Title: Re: New Tool Registration and website issues
Post by: mrB on January 11, 2021, 05:28 AM
Here in the uk I have used Festools work app for the past few years. All was well until last year when most of my tools disappeared from the list.

This was fixed a month or two back apart from a couple of tools still missing (the most recent purchases actually) an email to festool uk with the details had things fixed immediately.

I only post this to suggest there is hope they will fix whatever went wrong for you USA folks soon. .
Title: Re: New Tool Registration and website issues
Post by: L.E. on January 12, 2021, 05:40 PM
Thanks, guys. Sounds like Festool isn't concerned about letting anyone know what's going on. Personally, I'd rather hear an official comment, even if there weren't any definite answers available. Maybe I'm missing something.
Take care,
Title: Re: New Tool Registration and website issues
Post by: dmick on January 12, 2021, 09:58 PM
I also am having issues. I called festool usa, they said to create a new account and my old registered tools would show up in my account within a week.....by some trickery or magic I asked them how that would happen and........crickets!!
Title: Re: New Tool Registration and website issues
Post by: Bob D. on January 13, 2021, 05:24 AM
Looks like they are busy rebuilding the website.

A visit to festool.com/myfestool/ this morning returned this.

Title: Re: New Tool Registration and website issues
Post by: mino on January 13, 2021, 06:17 AM
Yeah, there was an announcement out/if you tried to do some actions it would show/ already a week ago that a plan to switch to new system was to go ahead by 11/01.

From what I gathered in my past emails when things were missing etc., the old system had some internal design issues originating from when the merged the country-specific databases some time ago. So a lot of things had to be adjusted manually for a fix.

Lets hope the new backend version turns out better. It certainly looks like they are in for a complete migration, given the scale does not look like a simple "upgrade".
Title: Re: New Tool Registration and website issues
Post by: TinyShop on January 13, 2021, 03:57 PM
I ran into the problems folks have described several months ago and all (5 in total) of my emails to websupport requesting assistance have gone unanswered. I gave up my pursuit, figuring there was a good reason. Nothing is normal so I've lowered my expectations across the board.
Title: Re: New Tool Registration and website issues
Post by: CeeJay on January 13, 2021, 11:29 PM
Well ok having read the thread I checked  the Australian website and all my registered tools had dropped off my account.

I emailed customer support yesterday, just got an email back, and they are all back on my account today.

Very quick and painless.


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Title: Re: New Tool Registration and website issues
Post by: L.E. on January 14, 2021, 01:18 PM
Sounds like moving to Australia is the solution, then.  8)
Title: Re: New Tool Registration and website issues
Post by: CeeJay on January 14, 2021, 03:55 PM
Sounds like moving to Australia is the solution, then.  8)
To so many things....


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Title: Email about MyFestool, Warranties, and Your Data
Post by: Bob D. on February 22, 2021, 11:33 AM
Today I received two emails within one minute of each other with the subject:

"MyFestool, Warranties, and Your Data"

One was addressed to me by name and the other was a generic "Dear Sir or Madam.

Other than that they read the same. So my question is this from Festool and the reason
I ask is because I received two emails sent to the same email address of mine.

Anyone else receive this email today about activating your MyFestool account?

It certainly looks legit but in todays' World who knows.
Title: Re: New Tool Registration and website issues
Post by: Cheese on February 22, 2021, 11:54 AM
Yup...I received 3 of them.  [eek]

All were addressed Dear Sir or Madam even though I already have an account.
Title: Re: New Tool Registration and website issues
Post by: DeformedTree on February 22, 2021, 12:15 PM
Yup...I received 3 of them.  [eek]

All were addressed Dear Sir or Madam even though I already have an account.

"Dear Kind Viking or Current Resident of the viking lands of the new world."
Title: Re: New Tool Registration and website issues
Post by: RustE on February 22, 2021, 12:25 PM
One was addressed to me by name and the other was a generic "Dear Sir or Madam.
...
Anyone else receive this email today about activating your MyFestool account?

I got the same two e-mails as well. Deleted the generic one. Haven’t tried to access the website and see if all my tools are there.
Title: Re: New Tool Registration and website issues
Post by: Bob D. on February 22, 2021, 12:27 PM
OK, I followed the link in the email with my name, only 6 of all my Festools are listed.

It's weird because tools that I bought at the same time from the same dealer are not all there.
And many of my tools are listed as coming from dealers other than where I know I purchased them.

When I went back and checked the spreadsheet that was emailed to me a while back there are many more tools listed there, but of course any purchased since the snapshot was taken are not on the list.

Now I am wondering if under that second email they have me as a different person in their records and the remainder of my tools are under that identity even though it was sent to the same email address.

Almost forgot. There are a couple tools listed that I don't own, a CT 22 E 230V and another vac, a  "mobil dust extr CT 36 E AC USA 120V
". No idea where those came from.

I did buy a CT-36 in 2012 along with the RO125 (those were my first two Festools) but it's the 120V USA version and no auto-clean which is what the AC stands for correct?


Title: Re: New Tool Registration and website issues
Post by: DynaGlide on February 22, 2021, 12:49 PM
It needs work. Only 4 of mine were listed. When I went to register the rest (ashamed to say how many), I could do them all at once, but you have to provide invoice to prove purchase. Only 1 file can be uploaded, so best not to do more than 1 tool at once unless you bought on same day same dealer.

Also there's no option to just add tools without a purchase date. Some of mine are second hand and I'd like to have them on the website even if they're out of warranty or they rely on the Mfgr date for the warranty.
Title: Re: New Tool Registration and website issues
Post by: Cheese on February 22, 2021, 01:02 PM
Also there's no option to just add tools without a purchase date. Some of mine are second hand and I'd like to have them on the website even if they're out of warranty or they rely on the Mfgr date for the warranty.

Also might come in handy in case of, God forbid, theft and insurance issues.
Title: Re: New Tool Registration and website issues
Post by: Bob D. on February 22, 2021, 01:33 PM
"Also might come in handy in case of, God forbid, theft and insurance issues."

Also on the outside chance there is a safety recall they could get more people notified easier.
Title: Re: New Tool Registration and website issues
Post by: mino on February 22, 2021, 03:41 PM
Also there's no option to just add tools without a purchase date. Some of mine are second hand and I'd like to have them on the website even if they're out of warranty or they rely on the Mfgr date for the warranty.
Actually, you can - just type in a random purchase date.

I did it with my C12. Put there 31/12 of the manufacturing year and the system took it OK. Mine was never registered prior, so did not even need to provide a proof of purchase..
Title: Re: New Tool Registration and website issues
Post by: rmhinden on February 22, 2021, 05:56 PM
I had a slightly different experience.

I was able to log in, it had two tools listed.   I tried to register another tool, it gave me an error that this tool was already registered.

I have registered all of my Festool tools individually as I bought them.    Seem like they are registered, but not associated with "myfestool" account.  No idea how to fix this.

Bob
Title: Re: New Tool Registration and website issues
Post by: TinyShop on February 22, 2021, 06:43 PM
Here's my experience. Earlier today I received three duplicate emails (timestamped within minutes of each other). Navigated on my own to the Festool USA site. Logged in and, lo and behold, the last tool I tried to register (RAS 115) appeared. This is odd because when I tried to register that tool all I was met with was error after error. So, at the time, I gave up, figuring I'd try back in a month or two.

The glaring problem, however, is that none of my other tools are shown.

I'm crossing my fingers that all old data associated with me migrates over so that I don't have to go through the trouble off re-registering everything (assuming the new application can even record tools out of warranty). Maybe that's the problem. Maybe, from now on, once a warranty expires the associated tool disappears from the system. If so, that would be annoying. Time will tell.
Title: Re: New Tool Registration and website issues
Post by: Pompeio on February 22, 2021, 06:46 PM
I had the same experience as Bob mentioned above.  It says I have two tools registered and when I go to add one I get the message "We already have the tool in our database.  Please contact us."  I did not bother attempting to register the other tools.
Title: Re: New Tool Registration and website issues
Post by: neilc on February 22, 2021, 06:59 PM
NONE of my tools are registered, and I religiously had all of them online in the old system.  The last thing I want to do is go back through entering all my tools, and I have no idea as to purchase date on them.

What a shame that Festool took as long as they did with such poor carryover of previous registered tools.

Digital Technology is not their strong point.

interesting, if I click on email preferences, my choices are only in Spanish!




Fail.
Title: Re: New Tool Registration and website issues
Post by: mino on February 22, 2021, 07:43 PM
I have registered all of my Festool tools individually as I bought them.    Seem like they are registered, but not associated with "myfestool" account.  No idea how to fix this.

Bob
Drop an email to FestoolUSA or call them to sort it out. The automated system is not able to resolve conflicts so human intervention is required.
Title: Re: New Tool Registration and website issues
Post by: rmhinden on February 22, 2021, 08:33 PM
interesting, if I click on email preferences, my choices are only in Spanish!

Now that you mention it, mine were in Spanish as well.

I did send them an email, no response so far.

Bob
Title: Re: New Tool Registration and website issues
Post by: c_dwyer on February 22, 2021, 08:48 PM
Similar issues here, only showed 4 of the 11 and the 4 showed purchase dates that were out of order. Progress though, right??
Title: Re: New Tool Registration and website issues
Post by: mikeyr on February 27, 2021, 04:29 PM
  I have been out of the Festool world for nearly 2 years as I into restoring a car, so metal work, engine work, paint, etc.  Now that its done, I am back to my "primary" hobby and bought  a Kapex, went to register it and none of my previously registered tools are to be found anywhere, for that matter I don't even seem to have a account at Festool anymore, I know my password, it said that didn't work and I used the "forgot password" and it said it sent me a email to reset but no email (and yes I checked SPAM folder), so 6 plus Kapex tools are not registered now.  All out of warranty except for he Kapex but its pretty weird they are all gone including my account.
Title: Re: New Tool Registration and website issues
Post by: Cheese on February 27, 2021, 04:49 PM
...went to register it and none of my previously registered tools are to be found anywhere, for that matter I don't even seem to have a account at Festool anymore, I know my password, it said that didn't work and I used the "forgot password" and it said it sent me a email to reset but no email (and yes I checked SPAM folder)

The same thing happened to me, it won't let me in because they say I'm using the wrong password even though I wrote it down on a cheat sheet. I tried to reset it and they sent me emails I've never received. The only way out is to start out fresh with a new account but that way I'll be forced to reenter all of my tools. Not a pretty situation.  [mad] [sad] [mad]
Title: Re: New Tool Registration and website issues
Post by: elfick on February 27, 2021, 05:37 PM
Same here. I checked my records and my previous login was for www.festoolusa.com but the new registration link takes you to login.festool.com so I suspect that they are two completely separate systems and Festool will either migrate previous registrations in at some point or perhaps only do so on when requested. I'm not too concerned but I'll shoot an email to FestoolUSA next week to see about getting my previous registrations moved to the new system. I'm bad about registering my tools so I think I only had a few in there.
Title: Re: New Tool Registration and website issues
Post by: Cheese on February 27, 2021, 06:01 PM
Well just to add to the general wackiness...I gave up trying to launch my old account and just decided to start all over from scratch, knowing full well that I'd probably lose all of the previously registered tools.  [sad]

I was using 2 computers at the time, an iMAC to register at the Festool site and a MBPro to retrieve the confirmation email from Festool. Once the email was confirmed I opened both computers to the same site...and noticed that the Festool "Personal telephone pin" is different for each computer. The iMac is 76xxxx while the MBPro is 51xxxx  [eek] don't know what that means and I certainly don't know if Festool will give me a 3rd different number if I use my iPhone?

Worse yet, I tried to register a tool and the Warranty Registration page just shows a green semi-circle that keeps rotating and does nothing else.

[attachimg=1]

[attachimg=2]

Title: Re: New Tool Registration and website issues
Post by: Paul_HKI on February 27, 2021, 06:23 PM
I just registered another tool here in Finland.  No issues.  All showing under my account, along with all my other tools. 

The Work App is still absolute junk, won't register tools, gives a stupid "Oooops, something went wrong' error when trying to read the QR code on a machine manufacturer 02/2021. 

Also, having an app that constantly signs me out and directs me to then sign in again on a website is a nuisance.  While I'll still buy Festool, this junk takes away from the experience.  I hope someone's getting chewed out over this, daily, until it's all resolved.
Title: Re: New Tool Registration and website issues
Post by: grbmds on February 27, 2021, 06:59 PM
 O problem registering new tools but the tools I owned and registered before aren’t showing up under my login which is the same as before. Doesn’t seem as if any of my previously registered tools are part of my record.
Title: Re: New Tool Registration and website issues
Post by: RustE on March 02, 2021, 04:38 PM
Setup my new account today. Only showing three of seven tools that I own. Some of the missing tools are outside of the warranty period, but I would still like to see everything in one place.

@DerickC, any suggestions on next steps? Try registering the tools again? Send an e-mail to Festool?
Title: Re: New Tool Registration and website issues
Post by: DerickC on March 02, 2021, 04:43 PM
You can try to register the tools under your new account.
Title: Re: New Tool Registration and website issues
Post by: RustE on March 03, 2021, 06:39 PM
@DerickC, I was able to re-register three of the tools (2017 and 2018 purchases). The fourth tool (2019 purchase) gave me an error message about already being in the system, so I sent an e-mail to Festool USA.
Title: Re: New Tool Registration and website issues
Post by: mikeyr on March 04, 2021, 02:21 AM
Why bother ? what is the point of registering anyway ? Does it get you anything ?
I was going to register my new Kapex, but if Festool is going to lose the registration of all my old tools anyway, why bother with the Kapex, I will just keep the receipt as proof of purchase and date.  Or am I missing something ?