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Author Topic: Not sure - what to do...  (Read 5317 times)

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Offline Senta

  • Posts: 3
Not sure - what to do...
« on: December 11, 2012, 07:36 PM »
Hello Festool.

First let me say that I live in Canada, I hope my post is in the right spot!

A quick history.

A few years back I bought my first Festool, a t15. What a great drill, the chucks have saved me countless hours. battery life and ergonomics superb.

Since then I have purchased 1400 router, ct26, Dominio, TS55, CSX, RO90, MFT3, and many  accessories. Kapex coming soon. I do kitchen install, finish carpentry, and some furniture build. The system is integrated so well. The dust collection appreciated by my customers almost as much as me.

These tools, in my case, pay for themselves. I get to spend more time with my family while also enjoying my work even more.

But, it is not all happy smiling times

A few months back my eccentric chuck failed me, no problem I'll just bring it in for repair. Right.

Now I will not publicly name stores or names, but I do need to get to the bottom of this. Here is what happened.

Enter store, politely explain to the cashier my dilemma, she does not care BUT does page there festool guy. I wait around for at least 10 minutes. No problem for me, gives me a chance to have a look around. Then he shows up and says "whats the problem"? I say that my chuck has stopped working. His reply, "where didi you buy it"? "I bought it at XXXXXX. His reply "what is this a dumping ground for XXXXXXX"! Not exactly the response I would have guessed. He then went on to say Festool would not warranty it, that I should not be here,etc.

This exchange of words went on for several minutes. I tried explaing to him that some of my tools were bought in Kelowna BC. What about those warranties? Do I have to drive to BC if I have a problem?! Or pay for first year shipping? Anyways he eventually, very reluctantly, accepts the tool for warranty. But it took a lot of convincing by me. It was the rudest and most unprofessional customer service I have ever experienced. A public argument in a tool store!!!     

So then some time goes by. I have to leave the country for three weeks. When I come back there is a note from the post office saying I have a parcel. When I go too pick it up it is too late, they hold it for two weeks then if not picked up return to sender. Darn, my fault, but this is life.

So I go back to the store. The most they he, the same guy, is willing to do is give me a phone number in Quebec for the repair man. I can live with that. I have no problem paying for any shipping or any inconvenience I may have caused.   

Then my TS55 starts to arc and smoke. Woa, this is no good. So this time I take it too a different dealer. Wow, AMAZING customer service. Completely professional. So I decide to call the repair man and ask if he could just put the chuck in with the saw.

Over two more weeks go by. I call today.  Repair man calls back, very profesional. Explains that my saw is ready. Lebanon has sent a chuck to the dealer, waiting for dealer to send chuck!!!

Very frustrating! I have no shortage of work and this has been an inconvenience!

So my take is that this is of no fault to Festool. They can only I suppose hope there dealers will do there job. Just wish I had my tools.

So thanks for reading.

Kevin.


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Online Peter Halle

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Re: Not sure - what to do...
« Reply #1 on: December 11, 2012, 07:49 PM »
Kevin.

First, Welcome   [welcome] [welcome] to the FOG.  Sorry to read about your situation and frustrations.

Second,  Although I am ignorant about much of Festool and how they operate in Canada, I am confident that whereas they are part of Festool USA they have expectations for customer service that exceed the norm. 

If you have a problem with a tool that is outside of the thirty day initial period - get in contact directly with Festool Canada and  forgo the dealer. You will save yourself time and be dealing directly with who you need to deal with.

Hope it gets resolved soon.

Peter

Offline duburban

  • Posts: 1047
Re: Not sure - what to do...
« Reply #2 on: December 11, 2012, 07:59 PM »
name the dealer. why protect bad pr?
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 Senta

  • Posts: 3
Re: Not sure - what to do...
« Reply #3 on: December 11, 2012, 08:02 PM »
Thank you for the quick responce.

I am currently emailing Festool Canada.

The Dealer is KMS Tools in Edmonton Alberta Canada.

Offline Brice Burrell

  • Posts: 7392
Re: Not sure - what to do...
« Reply #4 on: December 11, 2012, 08:17 PM »
Thank you for the quick responce.

I am currently emailing Festool Canada.

The Dealer is KMS Tools in Edmonton Alberta Canada.


Email seems to be hit or miss, a phone call gets the fastest results.  There are many people that believe that going back to the retailer is the path of lest resistance, that's rarely the case.  Calling and dealing with Festool directly is the best bet.  So save yourself some hassle (and the dealer some hassle too) and pick up the phone. 

Offline Festool USA

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Re: Not sure - what to do...
« Reply #5 on: December 11, 2012, 11:19 PM »
Kevin,

Welcome to the forum. I wish it was under better circumstances. Very sorry to hear about your negative experience.

As a couple of other forum members have suggested, it's probably best to contact us directly in the future if you need assistance with service on your tool. By involving the dealer, regardless of whether it's who you purchased from or not, is just bringing another step and party into the process. Your service work will be done quicker dealing directly with us. Our service department is extremely efficient and has very high marks for customer satisfaction. Unfortunately, I think this is evidence of that. We could have taken care of this for you quickly and shipped direct to you.

If there's anything I can do, please feel free to contact me directly.

Shane Holland
Festool USA (and Canada)
sho@festoolusa.com

Offline Alan m

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Re: Not sure - what to do...
« Reply #6 on: December 12, 2012, 03:05 PM »
welcome to the fog.
as a matter of principle.
what is festools policy on returning things to dealers that you didnt buy from. .
if a tool was not working but was bought at the other side of the country , would you have to go back to the 1st dealer
"A pessimist sees the difficulty in every opportunity; an optimist sees the opportunity in every difficulty."
- Sir Winston Churchill (1874-1965)

Offline Festool USA

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Re: Not sure - what to do...
« Reply #7 on: December 12, 2012, 03:13 PM »
Alan,

If a product is returned, it would need to be returned to the original dealer for the purposes of getting a credit issued. We can't expect dealer B to give you money that was collected by dealer A, right?

Offline Alan m

  • Posts: 3323
Re: Not sure - what to do...
« Reply #8 on: December 12, 2012, 03:16 PM »
i dont mean  return the product but to repair it.
"A pessimist sees the difficulty in every opportunity; an optimist sees the opportunity in every difficulty."
- Sir Winston Churchill (1874-1965)

Offline Festool USA

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Re: Not sure - what to do...
« Reply #9 on: December 12, 2012, 03:24 PM »
As I stated, the preferred method would be to contact Festool directly for service/repair. Why involve a third party? It will just slow the process. No driving required. It can be shipped from and to your home address.

Edit: I guess to further answer your question... we (at least in the US/Canada) don't have a policy about which dealer it needs to be taken to as far as I know.
« Last Edit: December 12, 2012, 03:33 PM by Shane Holland »

Offline Senta

  • Posts: 3
Re: Not sure - what to do...
« Reply #10 on: December 20, 2012, 07:12 PM »
I have my TS55 back and a new chuck. ;D

My sincere thanks to those who contacted me and expressed concern. All is well again.

Two things I'll do in the future. 1, never shop or support KMS.

2, if any issues arise again contact Festool directly. My ignorance in thinking I had to bring it to the dealer caused this grief.

Kevin.

Online Peter Halle

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Re: Not sure - what to do...
« Reply #11 on: December 20, 2012, 07:56 PM »
Kevin,

Glad it worked out.  Enjoy your tools.

Peter

Offline Richard/RMW

  • Posts: 2373
Re: Not sure - what to do...
« Reply #12 on: December 20, 2012, 10:28 PM »
I feel compelled to make 2 comments:

1.  Festool USA's customer service is pretty great.
2.  Evidence of the commitment to service is shown by this forum.

I may be very mistaken, not having ever participated in a forum for other tool manufacturers, but the FOG seems to me to be a pretty rare resource. Kudos to Shane, et al.

'nuf said.

RMW
As of 10/17 I am out of the Dog business and pursuing other distractions. Thanks for a fun ride!