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Author Topic: New Tool Registration and website issues  (Read 3066 times)

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Offline L.E.

  • Posts: 3
New Tool Registration and website issues
« 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.

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 ProCarpenterRVA

  • Posts: 141
Re: New Tool Registration and website issues
« Reply #1 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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Offline Peter Halle

  • Global Moderator
  • *
  • Posts: 12336
  • Remington Steele - My Third Boy
Re: New Tool Registration and website issues
« Reply #2 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

Offline mrB

  • Posts: 830
Re: New Tool Registration and website issues
« Reply #3 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. .
there's nothing like the right tool for the job

Offline L.E.

  • Posts: 3
Re: New Tool Registration and website issues
« Reply #4 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,

Offline dmick

  • Posts: 41
Re: New Tool Registration and website issues
« Reply #5 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!!
Festoolian since 1999

Offline Bob D.

  • Posts: 1910
Re: New Tool Registration and website issues
« Reply #6 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.

-----
It's a table saw, do you know where your fingers are?

Offline mino

  • Posts: 204
Re: New Tool Registration and website issues
« Reply #7 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".
« Last Edit: January 13, 2021, 12:39 PM by mino »
AGC 18(@AGC 125 flange), BHC 18, C 12, CTM 36, DRC 18/4, PSC 420, RS 200, TSC 55
Narex: EDH 82, EFH 36(fixed@LR32), EVP 13 H-2CA
My Precious FS/2: 376, 376, 376 holy, 632, 1016 holy, 2520

Offline TinyShop

  • Posts: 521
Re: New Tool Registration and website issues
« Reply #8 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.
ETS 150/5 EQ (DE) [po], TS 75 EQ (DE) [po], OF 1400 EQ-F (DE) [n], CXS (DE) [n], CMS-GE [DE] [po], CMS TS 75 (DE) [n], LA-CS 50/CMS (DE) [po], VB-CMS (DE) [n], MFT/3 (CZ) [n], DF 700 EQ w/Seneca Small Mortise Kit (DE) [po], FEIN Multimaster 350 QSL (DE) [n], Bosch 1274DVS w/dust collection, sanding frame,  stand & fence (CH) [n], BOSCH 1590EVS w/dust collection (CH) [n], CS Unitec CS 1445 HEPA extractor <re-branded Starmix ISP 1435 H> (DE) [n], CT SYS (DE) [po], Milwaukee 0302-20 (US) [n], Two (2) Porter Cable 862 (TW) [n], Porter Cable 447 (US) [n], Zyliss Vise (CH) [nos], Hitachi C 8FB (JP) [h], Walko 4 MKII (NL) [nos], Festool MFS 400 w/add-on 700 profiles & router slide (DE) [n], Festool RAS 115 (DE) [n]

[po] pre-owned   [n] new   [nos] new old stock   [h] heirloom   (XX) country of origin

Offline CeeJay

  • Posts: 255
Re: New Tool Registration and website issues
« Reply #9 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.


Sent from my iPhone using Tapatalk

Offline L.E.

  • Posts: 3
Re: New Tool Registration and website issues
« Reply #10 on: January 14, 2021, 01:18 PM »
Sounds like moving to Australia is the solution, then.  8)

Offline CeeJay

  • Posts: 255
Re: New Tool Registration and website issues
« Reply #11 on: January 14, 2021, 03:55 PM »
Sounds like moving to Australia is the solution, then.  8)
To so many things....


Sent from my iPhone using Tapatalk

Offline Bob D.

  • Posts: 1910
Email about MyFestool, Warranties, and Your Data
« Reply #12 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.
-----
It's a table saw, do you know where your fingers are?

Online Cheese

  • Posts: 8151
Re: New Tool Registration and website issues
« Reply #13 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.

Online DeformedTree

  • Posts: 1259
Re: New Tool Registration and website issues
« Reply #14 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."

Offline RustE

  • Posts: 522
Re: New Tool Registration and website issues
« Reply #15 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.

Offline Bob D.

  • Posts: 1910
Re: New Tool Registration and website issues
« Reply #16 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?


« Last Edit: February 22, 2021, 12:51 PM by Bob D. »
-----
It's a table saw, do you know where your fingers are?

Offline DynaGlide

  • Posts: 901
Re: New Tool Registration and website issues
« Reply #17 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.
Instagram @matts.garage

Online Cheese

  • Posts: 8151
Re: New Tool Registration and website issues
« Reply #18 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.

Offline Bob D.

  • Posts: 1910
Re: New Tool Registration and website issues
« Reply #19 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.
-----
It's a table saw, do you know where your fingers are?

Offline mino

  • Posts: 204
Re: New Tool Registration and website issues
« Reply #20 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..
AGC 18(@AGC 125 flange), BHC 18, C 12, CTM 36, DRC 18/4, PSC 420, RS 200, TSC 55
Narex: EDH 82, EFH 36(fixed@LR32), EVP 13 H-2CA
My Precious FS/2: 376, 376, 376 holy, 632, 1016 holy, 2520

Offline rmhinden

  • Posts: 408
Re: New Tool Registration and website issues
« Reply #21 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

Offline TinyShop

  • Posts: 521
Re: New Tool Registration and website issues
« Reply #22 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.
« Last Edit: February 22, 2021, 09:58 PM by TinyShop »
ETS 150/5 EQ (DE) [po], TS 75 EQ (DE) [po], OF 1400 EQ-F (DE) [n], CXS (DE) [n], CMS-GE [DE] [po], CMS TS 75 (DE) [n], LA-CS 50/CMS (DE) [po], VB-CMS (DE) [n], MFT/3 (CZ) [n], DF 700 EQ w/Seneca Small Mortise Kit (DE) [po], FEIN Multimaster 350 QSL (DE) [n], Bosch 1274DVS w/dust collection, sanding frame,  stand & fence (CH) [n], BOSCH 1590EVS w/dust collection (CH) [n], CS Unitec CS 1445 HEPA extractor <re-branded Starmix ISP 1435 H> (DE) [n], CT SYS (DE) [po], Milwaukee 0302-20 (US) [n], Two (2) Porter Cable 862 (TW) [n], Porter Cable 447 (US) [n], Zyliss Vise (CH) [nos], Hitachi C 8FB (JP) [h], Walko 4 MKII (NL) [nos], Festool MFS 400 w/add-on 700 profiles & router slide (DE) [n], Festool RAS 115 (DE) [n]

[po] pre-owned   [n] new   [nos] new old stock   [h] heirloom   (XX) country of origin

Offline Pompeio

  • Posts: 81
Re: New Tool Registration and website issues
« Reply #23 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.

Offline neilc

  • Posts: 2991
Re: New Tool Registration and website issues
« Reply #24 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.
« Last Edit: February 22, 2021, 07:13 PM by neilc »

Offline mino

  • Posts: 204
Re: New Tool Registration and website issues
« Reply #25 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.
AGC 18(@AGC 125 flange), BHC 18, C 12, CTM 36, DRC 18/4, PSC 420, RS 200, TSC 55
Narex: EDH 82, EFH 36(fixed@LR32), EVP 13 H-2CA
My Precious FS/2: 376, 376, 376 holy, 632, 1016 holy, 2520

Offline rmhinden

  • Posts: 408
Re: New Tool Registration and website issues
« Reply #26 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

Offline c_dwyer

  • Posts: 170
Re: New Tool Registration and website issues
« Reply #27 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??

Offline mikeyr

  • Posts: 67
Re: New Tool Registration and website issues
« Reply #28 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.
ex-cabinet maker, now I just play with wood

Online Cheese

  • Posts: 8151
Re: New Tool Registration and website issues
« Reply #29 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]