Author Topic: Does Festool Finally Care? Survey From Festool USA’s CEO  (Read 10950 times)

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Offline Joe Felchlin

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Does Festool Finally Care? Survey From Festool USA’s CEO
« on: February 27, 2019, 09:51 AM »
I’m definitely not trying to be critical here.
But... After all of the FOG commentary about Festool not responding to customers l found it interesting to receive the following in an email to me -
From Festool USA’s CEO.

Received this morning:
Festool WebView

Joseph,

I deeply care about how Festool's current and future customers feel about our company along with the products and services we offer. You have been selected for a brief survey.

Your opinion matters, and I want to hear it. Please be as open and honest that you feel comfortable with, and tell me the truth:

How likely are you to recomend Festool to a friend of colleague?

Extremely unlikely   Extremely likely   

1   2   3   4   5   6   7   8   9   10

I don't know Festool.

Thank you for your assistance.

Fabian Klopfer
Chief Executive Officer
Festool USA
« Last Edit: February 27, 2019, 10:10 AM by Joe Felchlin »
FESTOOL: CT26 and CT33 E HEPA Dust Extractors, MFT 1080, MFT-3, TS 55 REQ-F-Plus USA, TS75 EQ, Guide Rails: 1080's/1400/3000mm, LR 32-SYS/Holey Rail, Parallel Guides and Extensions, OF1400 EQ Plunge Router, OF1010 EQ Plunge Router, RO125 FEQ Rotex Sander, LS 130 EQ Linear Detail Sander, DX93E Detail Sander, C12 Cordless Drill, CXS Cordless Compact Drill Driver, SYS-Centrotec-Set, Domino XL DF 700 EQ Plus Tenon Joiner Set, Domino DF 500 Tenon Joiner | WOODPECKERS: DF 500 Offset Base System | BOSCH: 5412L Compound Miter Saw, 4100-09 10-Inch Table Saw | POWERMATIC: 60HH 8" Jointer, PWBS 14" Bandsaw w/Riser Block | MAKITA: 2012NB Bench Top Planer | JESSEM: Mast-R-Lift XL/Fence/Slide, Rout-R-Plate/Table Stand | RIKON: 50-120 6inX48in Belt-Disc Sander | JET: JBOS-5 Benchtop Oscillating Spindle Sander | PORTER CABLE: 7518 and 690LVRS Routers, 557 Pro Plate Joiner, 16/18/23 Gauge Nailers | LEIGH JIGS: D4R 24 Pro Dovetail Jig, FMT Pro Mortise & Tenon Jig | LIE-NIELSEN: Almost every hand plane | DOWELMAX: 3/8" and 1/4" | KREG: K3 Master System | FEIN: Multimaster FMM 250 Q Kit | TORMEK: Super-Grind 2000 | DUST DEPUTY: Industrial (ALL) Steel Deluxe Cyclone (2)

Offline Peter Halle

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #1 on: February 27, 2019, 10:40 AM »
I hope that you will take the survey and answer honestly according to your feelings.  Mr. Kopfler has an extensive background with Festool and the whole TTS “family” of tool manufacturers.

Peter

Offline Joe Felchlin

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #2 on: February 27, 2019, 10:57 AM »
Peter:
1.
My views of Festool regarding their products, their service, and their business focus -
Are extensively documented on the FOG - And elsewhere.
2.
I’m guessing that I’m not the only Festool customer to get this email.

BTW...
The fact that you find it necessary to encourage my honesty...
Is both deprecatory and insulting.
« Last Edit: February 27, 2019, 10:59 AM by Joe Felchlin »
FESTOOL: CT26 and CT33 E HEPA Dust Extractors, MFT 1080, MFT-3, TS 55 REQ-F-Plus USA, TS75 EQ, Guide Rails: 1080's/1400/3000mm, LR 32-SYS/Holey Rail, Parallel Guides and Extensions, OF1400 EQ Plunge Router, OF1010 EQ Plunge Router, RO125 FEQ Rotex Sander, LS 130 EQ Linear Detail Sander, DX93E Detail Sander, C12 Cordless Drill, CXS Cordless Compact Drill Driver, SYS-Centrotec-Set, Domino XL DF 700 EQ Plus Tenon Joiner Set, Domino DF 500 Tenon Joiner | WOODPECKERS: DF 500 Offset Base System | BOSCH: 5412L Compound Miter Saw, 4100-09 10-Inch Table Saw | POWERMATIC: 60HH 8" Jointer, PWBS 14" Bandsaw w/Riser Block | MAKITA: 2012NB Bench Top Planer | JESSEM: Mast-R-Lift XL/Fence/Slide, Rout-R-Plate/Table Stand | RIKON: 50-120 6inX48in Belt-Disc Sander | JET: JBOS-5 Benchtop Oscillating Spindle Sander | PORTER CABLE: 7518 and 690LVRS Routers, 557 Pro Plate Joiner, 16/18/23 Gauge Nailers | LEIGH JIGS: D4R 24 Pro Dovetail Jig, FMT Pro Mortise & Tenon Jig | LIE-NIELSEN: Almost every hand plane | DOWELMAX: 3/8" and 1/4" | KREG: K3 Master System | FEIN: Multimaster FMM 250 Q Kit | TORMEK: Super-Grind 2000 | DUST DEPUTY: Industrial (ALL) Steel Deluxe Cyclone (2)

Offline Peter Halle

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #3 on: February 27, 2019, 11:09 AM »
I am sorry if I offended you.  I would encourage every one to tell it like it is.

Offline Alex

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #4 on: February 27, 2019, 11:37 AM »
The fact that you find it necessary to encourage my honesty...
Is both deprecatory and insulting.

Oh come on, Peter never meant it that way, pretty sure he meant like in a "no holds barred / unreserved" kind of fashion than to even insinuate you would be dishonest.

Offline waho6o9

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #5 on: February 27, 2019, 11:45 AM »
you didn't step up to the plate when the Kapex jumped the shark.

I didn't finish the rest of the survey. 


Online JimH2

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #6 on: February 27, 2019, 12:09 PM »
Peter:
1.
My views of Festool regarding their products, their service, and their business focus -
Are extensively documented on the FOG - And elsewhere.
2.
I’m guessing that I’m not the only Festool customer to get this email.

BTW...
The fact that you find it necessary to encourage my honesty...
Is both deprecatory and insulting.

Peter is hardly someone who would intentionally offend someone. He is a victim of typing versus talking where nuances and facial expressions can be interpreted. A better choice of words might have been to capitalize on the opportunity you have with your direct line to the CEO, who has an extensive history with the company (meaning he knows what he sells).

Offline Cheese

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #7 on: February 27, 2019, 12:22 PM »
I would encourage every one to tell it like it is.

Well I completed the survey and the 2nd to the last question was an opportunity so I took it.  [smile]

I politely inquired if they are going to solve the Kapex smoking armature issue and also asked if they are going to offer a metric scale for the HKC. I considered complaining about the new hose connector but I didn't want to squander my precious  [2cents]

I also checked the box asking for a reply.

Let's see what happens.  [popcorn]

Offline ChuckM

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #8 on: February 27, 2019, 12:32 PM »
I hope that you will take the survey and answer honestly according to your feelings. 

snip.

Peter

These are simply words used to encourage people to complete the survey. There is no need to be oversensitive to the word "honestly", or read more than what the message really is.

If I receive the survey, I will fill it out with my honest assessments. 

Offline kevinculle

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #9 on: February 27, 2019, 12:38 PM »
I completed the survey this morning in an extremely direct fashion.  Let's see whether there is any result.

Offline jobsworth

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #10 on: February 27, 2019, 01:04 PM »
I completed the survey this morning as well. Yes I was very honest when I completed the comments portion, I did not critize them, but offered suggestions, which I think thats what they wanted.

Offline jobsworth

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #11 on: February 27, 2019, 01:06 PM »
@Joe Felchlin

>>BTW...
The fact that you find it necessary to encourage my honesty...
Is both deprecatory and insulting.<<

Seriously?????

« Last Edit: February 27, 2019, 01:12 PM by jobsworth »

Offline rmhinden

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #12 on: February 27, 2019, 01:50 PM »
I also completed the survey.   I suggested better manuals with their tools, and the need for a response regarding the Kapex failures reported on the FOG.

Offline Tinker

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #13 on: February 27, 2019, 01:55 PM »
My memory ain't what ituster be, but I think there was a tleast one request in the questionnaire that specifically asked that you (we) all answer honestly. Peter was just repeating the thought.

BTW, I completed all of the questions "honestly" with no hard feelings of insult from Festool or Mr. Kopfler.
Tinker
Wayne H. Tinker

Offline Cheese

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #14 on: February 27, 2019, 02:03 PM »
My memory ain't what ituster be, but I think there was a tleast one request in the questionnaire that specifically asked that you (we) all answer honestly. Peter was just repeating the thought.

From the first question on the survey:

“Your opinion matters, and I want to hear it. Please be as open and honest that you feel comfortable with, and tell me the truth:”

Offline duburban

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #15 on: February 27, 2019, 02:46 PM »
Thanks for bringing this up, I would have missed it in my email.
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 hemlock

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #16 on: February 27, 2019, 03:29 PM »
+1 on receiving the survey; filling it out; asking they come clean on Kapex-gate and to be more flexible in accessory options (e.g., MFK 700 base in set, HK55 FSK rail size with saw); and that I expected a reply. 

Festool gets points in my book for asking for feedback under the Festool USA CEO's "signature".  That caught my eye, as I do not normally fill out online surveys.  The real test will be if/how they respond.  Seems an equally great opportunity to build trust/loyalty if there is a meaningful response; and to loose it if there is not. 

Offline supimeister

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #17 on: February 27, 2019, 03:41 PM »
Festool gets points in my book for asking for feedback under the Festool USA CEO's "signature".  That caught my eye, as I do not normally fill out online surveys.  The real test will be if/how they respond.  Seems an equally great opportunity to build trust/loyalty if there is a meaningful response; and to loose it if there is not.

Ding ding ding!  Caught my eye as well.  And I totally agree with your sentiments re: their offer to respond.  I was hesitant to ask for a response since I am but an amateur hobbyist, but they did offer.

Online vkumar

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #18 on: February 27, 2019, 04:10 PM »
+1 on receiving the survey; filling it out; asking they come clean on Kapex-gate and to be more flexible in accessory options (e.g., MFK 700 base in set, HK55 FSK rail size with saw); and that I expected a reply. 

Festool gets points in my book for asking for feedback under the Festool USA CEO's "signature".  That caught my eye, as I do not normally fill out online surveys.  The real test will be if/how they respond.  Seems an equally great opportunity to build trust/loyalty if there is a meaningful response; and to loose it if there is not.

I also asked them to come up with a Kapex motor that is at lease as reliable as the competition.  I also asked for the metric option on tools.
Vijay Kumar

Offline RKA

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #19 on: February 27, 2019, 05:01 PM »
My responses to them:
+1 for Kapex  - the elephant in the room (fixes and communication to existing customers)
+1 for better user documentation/videos
+1 for more Festool participation on the FOG (and I mentioned this was a subject of a previous survey)
-Raj

Offline Peter Halle

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #20 on: February 27, 2019, 06:36 PM »
Thanks to those who came to my defense.  Festool has sent out a survey asking various questions.  This isn't one of those surveys like you get circled at the bottom of your receipt when you visit one of the big box stores that promises you will be entered into a drawing.  They want to know.  So talk to them - in any opinion or way you want.  I am not coaching one way or the other.  I am only urging you to talk them in any manner you wish. But I urge you to take the time to answer the survey.

Honestly I think that it is overall one of the best surveys they have done.  I think that they will get some good information from it.  If people respond.

We have always tried to help out newcomers to the FOG.  So now there is a new CEO and he is asking for help on survey questions.  Help him out.

Peter

Offline neilc

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #21 on: February 27, 2019, 07:10 PM »
I also responded, and was direct on feedback.  I hope they take all the feedback to heart and we see some demonstrable changes as a result.

 -

Offline Tik Tok

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #22 on: February 27, 2019, 08:25 PM »
The tool they are using here is called the NPS, standing for net promoter score. What ultimately becomes of it is dependent on their view of the results. The quantitative score is what most people are after and will use in marketing materials. The score is a result of how many respondents give a 9/10 and are considered promoters, 7/8 are passives, and all else are detractors. The qualitative data (the verbatim where you write what you think) should be used in conjunction with the numerical data to determine what is working and what isn’t when reviewing the quantitative information. Unfortunately in my experience, the qual. is often overlooked (to be fair the places where I have used it thought themselves too smart for their own good). Here’s hoping that this isn’t the case with Festool.

Offline DeformedTree

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #23 on: February 27, 2019, 08:40 PM »
Fix the Kapex, Less NAINA tools and bring metric back and most people will be all around happy.

Offline Peter Halle

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #24 on: February 27, 2019, 08:42 PM »
The tool they are using here is called the NPS, standing for net promoter score. What ultimately becomes of it is dependent on their view of the results. The quantitative score is what most people are after and will use in marketing materials. The score is a result of how many respondents give a 9/10 and are considered promoters, 7/8 are passives, and all else are detractors. The qualitative data (the verbatim where you write what you think) should be used in conjunction with the numerical data to determine what is working and what isn’t when reviewing the quantitative information. Unfortunately in my experience, the qual. is often overlooked (to be fair the places where I have used it thought themselves too smart for their own good). Here’s hoping that this isn’t the case with Festool.

Welcome to the FOG.

Offline Birdhunter

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #25 on: February 27, 2019, 08:49 PM »
I applaud Festool for doing the survey. It’s a good way of keeping in touch with the customers. It would be great for them to share the results.
Birdhunter

Offline ChuckM

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #26 on: February 27, 2019, 08:53 PM »
0-6 scores from one web site:

"Detractors are unhappy customers. They account for more than 80 percent of negative word-of-mouth. They have high rates of churn and defection. Some may appear profitable from an accounting standpoint, but their criticisms and bad attitudes diminish a company’s reputation, discourage new customers and demotivate employees."

My guess is that the real or perceived motor issue of the Kapex must be one of the explainable causes for creating Festool's detractors. As a satisfied owner of the Kapex (so far!), I have not been able to recommend it to anyone who did express some interest in it (the price was not a big factor to them).
« Last Edit: February 27, 2019, 08:59 PM by ChuckM »

Offline grbmds

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #27 on: February 27, 2019, 08:55 PM »
I don't find the type of survey sent by Festool all that useful. While the person is certainly able to provide comments, the survey itself is very general and doesn't really delve into the specifics which are relevant to customer satisfaction and tool usage, nor their satisfaction or dissatisfaction with the tools. I certainly added some comments relevant to my experience with the tools, but I always feel that companies (and this is not just Festool) could do better with these surveys by structuring them to allow the user to pick at least several of his/her tools and answer questions about each with allowable comments for each also. If companies are interested in more than just a general approval or disapproval rating and are truly interested in getting user input based on actual experience, they would get that kind of information from this alternative kind of structure. I personally am satisfied overall with Festool quality and service. However, there are some things with most of the Festool tools I own that I think would make my "tool experience" better. The survey distributed doesn't really permit that kind of feedback. I give them credit for the attempt. I think it could have been much more valuable and customer oriented had it been something other than a general approval rating survey.
Randy

Offline Tik Tok

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #28 on: February 27, 2019, 09:02 PM »
The tool they are using here is called the NPS, standing for net promoter score. What ultimately becomes of it is dependent on their view of the results. The quantitative score is what most people are after and will use in marketing materials. The score is a result of how many respondents give a 9/10 and are considered promoters, 7/8 are passives, and all else are detractors. The qualitative data (the verbatim where you write what you think) should be used in conjunction with the numerical data to determine what is working and what isn’t when reviewing the quantitative information. Unfortunately in my experience, the qual. is often overlooked (to be fair the places where I have used it thought themselves too smart for their own good). Here’s hoping that this isn’t the case with Festool.

Welcome to the FOG.

Thank you much! Been lurking for a bit now. Am glad to finally participate officially!!

Offline onevw

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #29 on: February 27, 2019, 09:09 PM »
I did the survey and was very happy to do it.

For me Festool represents a company that it making products as good as they can NOT as cheap as they can like most others, and are paying a living wage to the people that do this for them.

Its very Very easy to just do it as cheap as you can and on the backs of others.

Its much much harder to do it as good as you can as your focus.

Thank You Festool for not playing in the as cheap as you can arena and for not abusing people so you can be the cheapest.

And my thanks to Peter

Rick
« Last Edit: February 27, 2019, 09:16 PM by onevw »

Offline jobsworth

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #30 on: February 27, 2019, 09:22 PM »
I havent mentioned what I told them, so Ill mention it here. That they should have all the modules availale for the CMS in the USA. They should have more modules designed for the CMS, that they should have Inserts made that tools can be adopted to fit te CMS. Also CMS accessories like the side extension tables should be available in the US as they are not tools

They should give us the same bling here that they give in europe and not be so tiht about giving the bling out.

I suggested that they sell a HVLP turbine unit or a conversion gun designed that the CT can be used to power it.

They should up date some of their tools like te Kapex and give info about the accessories that are available for each tool.

Thats about all I remember

Offline kevinculle

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #31 on: February 27, 2019, 09:45 PM »
Huh, I told them their tools were overpriced and not a good value proposition.

Offline RJNeal

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #32 on: February 27, 2019, 09:50 PM »
I kinda went with jobsworth’sway.
Asking for more NAINA tools.
Rick
Have you walked your saw today?

Offline jimbo51

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #33 on: February 27, 2019, 11:18 PM »
In regard to recommending Festool, I mentioned that the Kapex fiasco undermined my faith in the company and that tools such as track saws had competition from other companies.

I forgot to do a wish list.

Offline DeformedTree

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #34 on: February 27, 2019, 11:26 PM »
I havent mentioned what I told them, so Ill mention it here. That they should have all the modules availale for the CMS in the USA. They should have more modules designed for the CMS, that they should have Inserts made that tools can be adopted to fit te CMS. Also CMS accessories like the side extension tables should be available in the US as they are not tools

They should give us the same bling here that they give in europe and not be so tiht about giving the bling out.


I didn't get a survey, but I will second this.  In general I think it's safe to say N.America wants to be treated like the rest of the world. Thus get tools like the CMS parts, get metric tools (again).  When you have people trying to figure out how to bring parts for CMS into the country, or how to find the metric parts to fix the tool, you shouldn't need a survey to figure that one out.

If a tool is a low volume tool that involves a lot of rework for the N.A. market, people can understand. Maybe even post something as to why, or tell folks what it would take to make it happen.  I don't think too many folks are under an illusion that everything can come this way.  But selling a CMS but only selling 1 module for it, and then trying to limit the usage of that module is the issue. I don't think there is much question there is a great deal of interest in it.

Offline Tinker

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #35 on: February 28, 2019, 03:33 AM »
I don't find the type of survey sent by Festool all that useful. While the person is certainly able to provide comments, the survey itself is very general and doesn't really delve into the specifics which are relevant to customer satisfaction and tool usage, nor their satisfaction or dissatisfaction with the tools. I certainly added some comments relevant to my experience with the tools, but I always feel that companies (and this is not just Festool) could do better with these surveys by structuring them to allow the user to pick at least several of his/her tools and answer questions about each with allowable comments for each also. If companies are interested in more than just a general approval or disapproval rating and are truly interested in getting user input based on actual experience, they would get that kind of information from this alternative kind of structure. I personally am satisfied overall with Festool quality and service. However, there are some things with most of the Festool tools I own that I think would make my "tool experience" better. The survey distributed doesn't really permit that kind of feedback. I give them credit for the attempt. I think it could have been much more valuable and customer oriented had it been something other than a general approval rating survey.

The vagueness of the search leads me to suspect it was a fishing expedition. They might go over the replies and develop a more specific set of questions later and address to more prevalent replies. I don't think this is the last questionnaire that is planned.
Tinker
Wayne H. Tinker

Offline Sparktrician

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #36 on: February 28, 2019, 08:03 AM »
The vagueness of the search leads me to suspect it was a fishing expedition. They might go over the replies and develop a more specific set of questions later and address to more prevalent replies. I don't think this is the last questionnaire that is planned.
Tinker

A questionnaire is by definition a fishing expedition with structure.   [smile]

I responded to the questionnaire with comments about the ongoing lack of a 20 amp power switch for the CMS that would allow the use of the OF 2200 in the CMS. 
- Willy -

 "Remember, a chip on the shoulder is a sure sign of wood higher up." - Brigham Young

Offline etds4u

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #37 on: February 28, 2019, 12:52 PM »
I replied to the survey last night with request to come clean on Kapex issue/fix, and to bring back metric as no-cost option.

Offline jobsworth

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #38 on: February 28, 2019, 12:54 PM »
Since this is a new NA General manager, Its not unusual for them to survey their customer base.  But they still have to deal with Corporate. They look for simularities in the replies. Im sure the Kapex and the NAINA stuff will be the most concerns suggestions in the survey.

But remember Germany rules the roost. They have the ultimate decision on what to release to NA and not to release.

Offline RKA

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #39 on: February 28, 2019, 05:35 PM »
What's everybody got against fishing?   [tongue]
-Raj

Online JimH2

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #40 on: February 28, 2019, 07:49 PM »
Since this is a new NA General manager, Its not unusual for them to survey their customer base.  But they still have to deal with Corporate. They look for simularities in the replies. Im sure the Kapex and the NAINA stuff will be the most concerns suggestions in the survey.

But remember Germany rules the roost. They have the ultimate decision on what to release to NA and not to release.
Complaining about NAINA items is really petty. Festool sells nearly every tool they make in the US. They are not keeping tools from US out of spite.

Offline Tinker

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #41 on: February 28, 2019, 08:48 PM »
What's everybody got against fishing?   [tongue]

In the case of this thread, nothing.  I think the fishing is just fine.  The catch is still the important part.
Wayne H. Tinker

Offline Brice Burrell

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #42 on: February 28, 2019, 09:43 PM »
Complaining about NAINA items is really petty. Festool sells nearly every tool they make in the US. They are not keeping tools from US out of spite.

No, we probably get somewhere between 1/2 to 2/3 of tools. 
Check out my new blog, The Green and Dark Blue Blog.

Offline DeformedTree

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #43 on: February 28, 2019, 09:48 PM »

Complaining about NAINA items is really petty. Festool sells nearly every tool they make in the US. They are not keeping tools from US out of spite.

Have you looked at how many tools Festool makes? There is a substantial portion of their portfolio they do not sell in N.A. 

Offline Svar

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #44 on: February 28, 2019, 10:03 PM »
Complaining about NAINA items is really petty. Festool sells nearly every tool they make in the US. They are not keeping tools from US out of spite.
No different than complaining about Kapex, hose ends, or anything else for that matter.

Offline jobsworth

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #45 on: February 28, 2019, 11:09 PM »
@JimH2

Who said anything about tools being with held out of spite?

 

Offline Alex

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #46 on: March 01, 2019, 01:42 AM »
If you say what kind of EU tools you'd like to see sold in north America, isn't that really useful information for Festool?

Offline DeformedTree

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #47 on: March 01, 2019, 02:58 AM »
If you say what kind of EU tools you'd like to see sold in north America, isn't that really useful information for Festool?

Maybe it's better to let Festool guess, spend money to bring them here, have tool not sell, try different tool, repeat till tool is found that does well, then discontinue tool.   [unsure].    Folks clearly stating what they want might feel like a trick.

I think some stuff is understood, like some of the more oddball tools that are 240V, especially if they haven't even made a 110V version for the UK, folks can sorta understand.  Or tools like the Belt Sanders which look nice and would be cool to have in the CMS with it's module. But since they don't use a size of belt sold in North America, it would mean either a redesign, or having to be the sole source of belts for it.  I'm guessing there are many tools that don't make it to other markets like Australia and such too. So I don't think folks expect 100% offerings.  But in general would think they could operate under the IKEA model where the exact same product is sold everywhere in the world, same packaging and all, except when it simply doesn't work for a particular country for one reason or another.  Even offering the 240V tools in North America on trial basis could be an option and if they later make a 110V version offer the 240V version buyers a nice discount on a 110V version if they want.  Skip some of the regulatory approvals and sell them "not for professional use/consumer use only" as a way to see how well something sells. People can't buy what is not sold.  Systems like the CMS have a lot of appeal, but when you only get one module, and then they add on a caveat that your not suppose to use 1 of the routers in it, it becomes a frustrating thing.  If Festool USA doesn't want to handle a tool, allow Festool UK to sell into the US.

Offline kevinculle

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #48 on: March 01, 2019, 08:26 AM »
Got an email this morning from Toolnut headlining "Smokin' New Tool Deals"...my first thought was a Kapex sale!!!

Offline jobsworth

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #49 on: March 01, 2019, 10:44 AM »
If you say what kind of EU tools you'd like to see sold in north America, isn't that really useful information for Festool?

good point Alex. I did, I specifically mentioned the CMS and suggested they come up with even ore modules for it or adapter plates so we could mount our own bench top tools to it.

Offline Flatsawn

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #50 on: April 02, 2019, 10:13 PM »
Got an email this morning from Toolnut headlining "Smokin' New Tool Deals"...my first thought was a Kapex sale!!!

My first thought was, a survey then a sale, sales must be down. They've hit our purchasing limit.

Offline Brice Burrell

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #51 on: April 05, 2019, 09:16 AM »
Did anyone that asked for a response hear back from Festool?
Check out my new blog, The Green and Dark Blue Blog.

Offline jobsworth

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #52 on: April 05, 2019, 11:22 AM »
Brice,

Going from memory, I think they axed that in the survey and i checked responded with a yes.

Offline Cheese

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #53 on: April 05, 2019, 11:37 AM »
Did anyone that asked for a response hear back from Festool?

I asked for a reply but have heard nothing.

How long ago was that?    I'll answer my own question here...Feb 27th.
« Last Edit: April 05, 2019, 11:41 AM by Cheese »

Offline neilc

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #54 on: April 05, 2019, 11:43 AM »
Did anyone that asked for a response hear back from Festool?

I asked for a reply but have heard nothing.

How long ago was that?

This thread was started Feb 27, so about 5-6 weeks back.  Probably too soon to expect any response if they are even following up. 

Offline Tinker

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #55 on: April 06, 2019, 04:45 AM »
As I recall (my memory might be a little oof) the question was "Do you expect a reply?".  Not "Would you like a reply?"
Being married to a German import for 53 years, I realize there can be problems with interpretation. My answer was "No"
Tinker
Wayne H. Tinker

Offline Cheese

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #56 on: April 06, 2019, 09:00 AM »
As I recall (my memory might be a little oof) the question was "Do you expect a reply?".  Not "Would you like a reply?"

You are correct Tinker... [smile]  ...so that kind of changes things.  [doh]

Offline jobsworth

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #57 on: April 06, 2019, 01:25 PM »
Its till to early to find out. they are prolly crunching numbers and going through the comments which will take quite a while to anaylise the data

Offline travisj

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #58 on: April 11, 2019, 12:40 PM »
I just received this today.


Sent from my iPhone using Tapatalk

Offline jobsworth

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #59 on: April 11, 2019, 12:50 PM »
I got the same email. It think its cool them asking for additional feed back. I bet they are amazed at not only the number of responses but the content of the responses.

Offline Vondawg

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #60 on: April 11, 2019, 01:13 PM »
Same email I got, as well .
There are no mistakes....just new designs.

Offline harry_

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #61 on: April 11, 2019, 01:24 PM »
I got that email today as well.
Disclaimer: This post is for educational and entertainment purposes only. Any resemblance to real persons, living or dead is purely coincidental. Void where prohibited. Some assembly required. Batteries not included. Contents may settle during shipment. Use only as directed. No other warranty expressed or implied. This is not an offer to sell securities. May be too intense for some viewers. No user-serviceable parts inside. Subject to change without notice. One size fits all (very poorly).

Offline iamnothim

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #62 on: April 11, 2019, 01:29 PM »
I got the same email. It think its cool them asking for additional feed back. I bet they are amazed at not only the number of responses but the content of the responses.
I too received the letter.
I have no idea what Voluminous  feedback they are talking about “amazed” by the response???   Takes weeks to read. I was trying to find this incredible feedback but to no avail.
The best suggestion from this thread?  Hands-down better documentation. English documentation. Through all this I remain a huge festool fan.  For me nothing else comes Close
 
« Last Edit: April 11, 2019, 01:34 PM by iamnothim »
My reputation pre-deceases me.

Offline Tinker

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #63 on: April 11, 2019, 03:35 PM »
Gee! I was thinking the letter was a very personal reply just to me.
Tinker
Wayne H. Tinker

Offline Gregor

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #64 on: April 11, 2019, 04:08 PM »
Gee! I was thinking the letter was a very personal reply just to me.
That's the idea behind a carefully executed marketing campaign.

Apropros marketing: I can only recommend Bill Hicks on this particular topic for a gist in less than three minutes.

Offline iamnothim

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #65 on: April 11, 2019, 04:48 PM »
Gee! I was thinking the letter was a very personal reply just to me.
Tinker
Spot on!
Golf and dinner on the Festool yacht
My reputation pre-deceases me.

Offline leer

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #66 on: April 11, 2019, 06:32 PM »
Got my reply today also.  I don’t recall everything I said, but I know I was generally complimentary.  I did blast them for the Kapex fiasco.  It was on my list to get, but no longer.  At least until the uncertainty is satisfactorily addressed.  Probably means a new model.  But I don’t want to be an early adopter. 

I think I also mentioned the track saw Imperial scale now being standard.  Mine is metric, and I’m used to it.  The saw should have interchangeable scales, let the user decide.
Lee

Offline jobsworth

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #67 on: April 11, 2019, 06:59 PM »
Did anyone click on the link and make further comments?

 I mentioned the CMS modules again , suggested they create a jointer/planer for the CMS, asked bc TTS bought sawstop and saw stop came out with a router extension for the saw, are they going to design one so their routers can be mounted in it.

I also mentioned the bling we dont get, such as the tool, the swiss army knife, the olive wood lock blade knife, the pica pencil we dont get. I really dont understand why as we have the market here to buy those items.

I also mentioned why didnt festool update some of their accessories like the paralell guides. When they were first introduced they were state of the art. But now there are some many after market PGs that are easier to set up, just as or more accurate then theirs.  they should be updating their accessories.

Thats about all I remember I mentioned.
« Last Edit: April 11, 2019, 07:03 PM by jobsworth »

Offline Cheese

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #68 on: April 11, 2019, 10:08 PM »
Did anyone click on the link and make further comments?

I will tomorrow, I'll continue with my rant on the Kapex, but in a nice way  [smile]  and I'll bring up the continual need for the release of both metric and imperial tools in the states. I'll also suggest the reintroduction of aluminum cutting blades for their saws as it's not a hazard and it's really just an overarching position on Festool's part.  It would also be nice to have some of their router bits available in the US.


Offline jimbo51

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #69 on: April 12, 2019, 07:46 AM »
I may re-rant a bit on Kapex.

A point I forgot the first time is to push for the impact driver. Have the really good impact drivers out there set up patent blocks that Festool cannot get around? What is the delay or has Festool given up on this market? Once I go to Dewalt for the impact driver, I will be on the slippery slope of going that route for other tools.

Offline rmhinden

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #70 on: April 12, 2019, 10:53 AM »
Did anyone click on the link and make further comments?

I did.  My comments were for Festool to talk about problems with the Kapex, minimal manuals with tools and accessories, and ambiguous warranty on accessories.

Bob

Online vkumar

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Re: Does Festool Finally Care? Survey From Festool USA’s CEO
« Reply #71 on: April 12, 2019, 08:28 PM »
I did the usual complaints about the Kapex, asked them to bring the entire CMS line, as well as the entire Festool line reminding them that that the US is the largest market for tools.
Vijay Kumar