Author Topic: Ordering on EKAT USA?  (Read 8379 times)

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Offline jwvosburg

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Ordering on EKAT USA?
« on: July 22, 2013, 01:56 PM »
Hi,

I'd like to order a couple of small parts for my Domino 500. I can see them in EKAT USA, but can't figure out how to get them in the Shopping Cart. I also don't see the Shopping Cart icon/button where the "HELP" documentation shows it. I've tried Chrome, Firefox, and IE. Is there a way to create an account or enable the Shopping function?

Thanks.
Jeff

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Offline Festool USA

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Re: Ordering on EKAT USA?
« Reply #1 on: July 22, 2013, 02:09 PM »
Jeff,

We presently do not offer the option to purchase spare parts online. Please contact our service department at the number below in my signature for assistance ordering. Welcome to the forum.

Shane Holland
Festool USA

Offline Sal LiVecchi

  • Posts: 1377
Re: Ordering on EKAT USA?
« Reply #2 on: July 22, 2013, 02:10 PM »
Jeff  at this point in time we can only order by phone on EKat. I had heard a while back that this will become something available to us in the future. Possibly Shane could chime in and let us know the progress of this method. I too look forward to a shopping cart in the  Ekat system for us here in the US

By the way Welcome to FOG

Sal
Life is too short and the road is too long to drive anything less than a Festool

Offline Sal LiVecchi

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Re: Ordering on EKAT USA?
« Reply #3 on: July 22, 2013, 02:10 PM »
Shane you do move fast
Life is too short and the road is too long to drive anything less than a Festool

Offline Slartibartfass

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Re: Ordering on EKAT USA?
« Reply #4 on: May 22, 2014, 10:01 AM »
Just ordered an additional fence clamp and this was pretty painless. Very nice people on the phone. Spoke to the service guy and he transferred me to sales. Left a voicemail and got called back within 5 minutes. Wow!

Offline Alex

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Re: Ordering on EKAT USA?
« Reply #5 on: May 22, 2014, 12:13 PM »
Ok, some criticism here. I think a shopping cart on the Ekat would be a great idea, so many webshops have it, should be easy to do, wouldn't it?

BUT, I find the Ekat hopelessly flawed, been using it for like 5 years now and even though you see they're constantly working on it, it does not improve. It remains very glitchy, is not user friendly and lacks even the basic functions you'd expect in proper User Interface programming.

I'd really hate for these programmers to incorparate a shopping cart into it. The Ekat is now merely a collection of pictures, and they can't seem to get it done properly. Keeping in mind that the Ekat for the ENTIRE world is run centrally from Germany, I really don't see how they could manage to attach it to all different sales and logistical systems from all different countries where Festool is active.

Offline Slartibartfass

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Re: Ordering on EKAT USA?
« Reply #6 on: May 22, 2014, 12:43 PM »
It certainly is awkward to navigate. I agree. A shopping cart/online order function would be nice. Usually I prefer it that way as I don't want to deal with the hassle of calling, automatic phone systems, waiting on the phone and unfriendly and hard to understand people on the other side. That being said non of the negatives applied to my call experience.

Offline Joseph C

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Re: Ordering on EKAT USA?
« Reply #7 on: May 22, 2014, 03:25 PM »
Yes, I agree that a Shopping Cart function _could_ be nice, but I also understand how that could be difficult.

On the other hand, I am BLOWN AWAY by how great it is to be able to easily reference all the available parts AND that Festool STOCKS THEM AND MAKES THEM AVAILABLE!
It's yet another way that I find them a class apart.  [thumbs up]

The change that I would like to see is to not have to confirm parts over the phone, and use email instead.

I find written emails less prone to error (mine, not Festool's) keeping all those part numbers intact and significantly more convenient.
TS75, OF1010, PS300, Domino500, MFT/3, CT22 + WCR, CT MIDI, RS2e, RO150, ETS150, DS400, RO90, Grex 2" micropinner (festool green), and packing everything else into systainers, too.

Offline Bob D.

  • Posts: 1389
Re: Ordering on EKAT USA?
« Reply #8 on: August 13, 2019, 03:55 PM »
Is it still the case that parts can not be ordered from the USA EKAT site ?
-----
It's a table saw, do you know where your fingers are?

Offline threesixright

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Re: Ordering on EKAT USA?
« Reply #9 on: August 13, 2019, 04:28 PM »
Dont wanna hijack this thread, but how does it work in Europe? Can you order direct?

I thought you ordered via the dealers, but already found out the dealers often have prices more expensive then listed in EKAT  [scared]

@Alex
EKAT looks old, feels old (java [blink]). So if it quacks like a duck ....  However it's also  interactive. Its not just a exploded view of the tool. It crashes indeed, especially when you start pressing the back button. Not truly HTML5 / responsive design  ::)

Offline Bob D.

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Re: Ordering on EKAT USA?
« Reply #10 on: August 13, 2019, 05:33 PM »
I didn't have any problems with it crashing, just no shopping cart to add parts to. I can see prices and everything just can't buy. Same problem as 6 years ago when this thread started. Given it's been so long and nothing has changed that I will guess it will not be enabled/fixed, same as the tool registration system. You can check your tools in (register) but you can't check out later what you have (review your list of tools).  [sad]

I truly don't understand the logic of that, or EKAT ordering not enabled here in the USA either. If they don't want people replacing internal parts then put a disclaimer on the site when you place your order advising that your warranty could be voided if you replace some parts.

Either that or enable for shopping cart/ordering for accessories like dust shields, knobs, and so on but lock parts ordering of motor bearings, gears, switches, etc.

I've bought from DeWalt, Craftsman, Ford, GM, Bobcat, John Deere, Porter-Cable, Delta and many others online. Some of them are VERY protective of their dealers, but they still sell parts online.

Why can't Festool figure it out.
-----
It's a table saw, do you know where your fingers are?

Offline Peter Halle

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Re: Ordering on EKAT USA?
« Reply #11 on: August 13, 2019, 06:25 PM »
I didn't have any problems with it crashing, just no shopping cart to add parts to. I can see prices and everything just can't buy. Same problem as 6 years ago when this thread started. Given it's been so long and nothing has changed that I will guess it will not be enabled/fixed, same as the tool registration system. You can check your tools in (register) but you can't check out later what you have (review your list of tools).  [sad]

I truly don't understand the logic of that, or EKAT ordering not enabled here in the USA either. If they don't want people replacing internal parts then put a disclaimer on the site when you place your order advising that your warranty could be voided if you replace some parts.
@Bob D.

Either that or enable for shopping cart/ordering for accessories like dust shields, knobs, and so on but lock parts ordering of motor bearings, gears, switches, etc.

I've bought from DeWalt, Craftsman, Ford, GM, Bobcat, John Deere, Porter-Cable, Delta and many others online. Some of them are VERY protective of their dealers, but they still sell parts online.

Why can't Festool figure it out.

Pick up your phone and call them to order parts from ekat.

Peter

Offline rst

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Re: Ordering on EKAT USA?
« Reply #12 on: August 13, 2019, 08:15 PM »
I've ordered parts direct from Festool service numerous times and the techs were always helpful and shipped out quickly.

Offline Bob D.

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Re: Ordering on EKAT USA?
« Reply #13 on: August 13, 2019, 08:42 PM »
Yes, I understand I can pick up the phone and call someone to order.
That's not in question.

Can I call and order late Saturday night (after 9PM) or other off hours?

Not an issue for me (not yet anyway but I do have a 10% loss in one
ear due to an incident at work many years ago) but how many people
who may be hard of hearing prefer to use online ordering vice trying to
understand a person on the other end of the line.

Is ordering online using EKAT available in other countries? If yes why
not here in the USA.

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

Offline DeformedTree

  • Posts: 620
Re: Ordering on EKAT USA?
« Reply #14 on: August 13, 2019, 11:50 PM »
Yeah there is definitely the disconnect here with the ordering on phone.  It doesn't matter how nice, helpful, friendly, etc the people on the phone are.  Ordering stuff that way simply is not how a lot of us ever want to do business/order stuff.  I don't want to talk to a person, I want to see numbers infront of me, select said number and place orders.  People/phones means errors, frustration, plus phones also mean giving a person over a phone credit card info which is not acceptable.

I think everyone understands it can be a pain to get an online setup going, but if tiny mom and pops businesses do it, it's hard to understand how Festool can't. While ordering via phone was normal for a long time, it's a method that's been obsolete for almost 20 years now. You have a generation or more of people who have never ordered something via phone. Saying "call them" becomes the same as saying "you can't purchase parts".  Additionally as was mentioned, how does one order parts in the evening or weekend?  Now it means the person has to do something like go out to their car during work hours with their notes on what they need, call, wait and order, and get back into work before their break ends or the next meeting starts.


Online Svar

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Re: Ordering on EKAT USA?
« Reply #15 on: August 14, 2019, 12:18 AM »
Saying "call them" becomes the same as saying "you can't purchase parts".
Let's not blow it out of proportions. Communicating with fellow humans is easier than it looks. Not to mention fun and is essential skill [wink].

For those who prefer company of machines toolpartspro.com has a decent selection of festool parts with point and click approach.
« Last Edit: August 14, 2019, 12:26 AM by Svar »

Offline Alex

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Re: Ordering on EKAT USA?
« Reply #16 on: August 14, 2019, 12:48 AM »
@Alex
EKAT looks old, feels old (java [blink]). So if it quacks like a duck ....  However it's also  interactive. Its not just a exploded view of the tool. It crashes indeed, especially when you start pressing the back button. Not truly HTML5 / responsive design  ::)

My comment is from 5 years back. They have improved it a bit but it is still clumsy the way it is entirely coded in such an old fashioned language like java. That's 20 years old by now and lacks a lot compared to modern style HTML5. But the worst are design decisions made by the coders.

What irritates me heavily is that you can't expand the parts diagram full screen, but have to look at this stamp sized area they give you, which is hardly 1/4 of the entire screen. Why oh why?

Offline Cheese

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Re: Ordering on EKAT USA?
« Reply #17 on: August 14, 2019, 01:05 AM »
Ya, it’s an antiquated system. If I need to enquire where the seats I’m purchasing for a baseball game are located I talk to a human. If I just need to order a danged part I just need the part number and a credit card. Why complicate the issue?

Offline threesixright

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Re: Ordering on EKAT USA?
« Reply #18 on: August 14, 2019, 01:36 AM »
@Alex

I don't think its developed by them self.  They bought this from https://www.docware.com.

So its actually even worse, since this could be (guessing here) reasonably easy updated. Looking at their website they even speak about selling (Digital and interactive Spare Parts Catalogue & Service Information System).

FT just reluctant?  [mad]


Offline Cheese

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Re: Ordering on EKAT USA?
« Reply #19 on: August 14, 2019, 09:50 AM »

They bought this from https://www.docware.com.

So its actually even worse, since this could be (guessing here) reasonably easy updated. Looking at their website they even speak about selling (Digital and interactive Spare Parts Catalogue & Service Information System).

FT just reluctant?  [mad]

If this is indeed the same system, here are a couple of talking points from their website.

"Sell your spare parts in no time at all with just a few clicks directly from the catalogue."

"The current PARTS-PUBLISHER Service Update brings many new features and optimizations in the areas of author environment, publication online/offline and e-commerce. Look forward to more!"

Offline DeformedTree

  • Posts: 620
Re: Ordering on EKAT USA?
« Reply #20 on: August 14, 2019, 10:06 AM »
Saying "call them" becomes the same as saying "you can't purchase parts".
Let's not blow it out of proportions. Communicating with fellow humans is easier than it looks. Not to mention fun and is essential skill [wink].

For those who prefer company of machines toolpartspro.com has a decent selection of festool parts with point and click approach.

You have a generational thing involved here.  Just like the idea of what is friendly/good service.  While some think having a greeter at a door is nice, for others it's extremely annoying.  Some stores want their staff to ask "how you doing today, did you find everything your looking for" , some folks may like that, others hate it with a passion.  Some folks go to a store and don't mind or even enjoy talking to staff, others want to go to a store and a good trip to the store was the trip where you never spoke to a person thru the whole process,  the later is an increasing number of people.  Not adjusting to how people do business can doom a company.

I'm one that I'd be perfectly happy if Festool allowed folks to fill out/print out a form with the PNs and QTYs a person wants, the person can figure out the price and tax, have a set "shipping and handling" charge.  Then person prints that, writes a check, tosses in an envelope and puts it in the mail.  I'd take that over having to do an order over a phone. It lets me do everything at my pace, think things thru, verify the parts, do it any time, and no giving someone my credit card info. As others mentioned, it's like email. You don't do critical things over phone, you do them via email (or letter) where everyone writes everything out, knows they have covered what they wanted, and do that back an forth responding at their own pace with time to verify/think/etc and you have a record of it all.

Offline threesixright

  • Posts: 401
Re: Ordering on EKAT USA?
« Reply #21 on: August 14, 2019, 10:09 AM »

They bought this from https://www.docware.com.

So its actually even worse, since this could be (guessing here) reasonably easy updated. Looking at their website they even speak about selling (Digital and interactive Spare Parts Catalogue & Service Information System).

FT just reluctant?  [mad]

If this is indeed the same system, here are a couple of talking points from their website.

Well this is coming from http://ekat.festool.de (see source of their html).

Code: [Select]
<!--
  Docware Internet-Shop
  Version: 2.1.6 / 15.01.2013
  Copyright: Docware GmbH, Fürth 2010
-->

So im pretty sure its the same ;) Although it is a older version (2013). Guess they bought a license and never bother updating.

Offline Bob D.

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Re: Ordering on EKAT USA?
« Reply #22 on: August 14, 2019, 01:47 PM »
"Saying "call them" becomes the same as saying "you can't purchase parts"."

Well I don't agree with this opinion but we are all entitled to our opinions.

I was not saying or implying that it was near impossible to get parts. I know there
is some value to having a knowledgeable parts person on the other side helping
you get the right parts. I spent a good portion of the past 10 years researching
and locating parts for equipment and machinery, so I guess I 'think' I know what
I'm doing when I look up a part. I used to order over $25k/year online from
McMaster-Carr alone. Don't have any of that to deal wide now, I've retired from
that career and moved on.

But to tell the truth I believe that it is McMasters' website and online ordering
system that has me spoiled. Their system is so easy to find what you need and
place your order it makes everything else seem like work.

Most times though I was digging through old drawings or manuals for pumps or motors
or valves or instrumentation from 40 years ago trying to find the parts information I
needed, and many times the company that made the stuff back then had closed, been
bought out and sold once or twice, and all I would have is a couple really poor scans of
a manual printed in 1970 something and/or some bad scans of drawings that were near
impossible to read.
-----
It's a table saw, do you know where your fingers are?

Offline DeformedTree

  • Posts: 620
Re: Ordering on EKAT USA?
« Reply #23 on: August 14, 2019, 09:53 PM »
Well, Mcmaster is heavily used even by those who will never order stuff from there. It's simply one of the best places to identify what you are looking for, what it is called, what exist, etc.

Part of what I think was lost on my comment is that if you are doing to by phone, it would imply giving credit card info over the phone to someone. While that was once normal, that's now a major no no. Extremely insecure.  For those who don't like fraud, having credit card info stolen, etc. It means they won't be able to order parts.  People do it all the time, that doesn't make it a good idea.

Offline Alex

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Re: Ordering on EKAT USA?
« Reply #24 on: August 15, 2019, 01:24 AM »
Part of what I think was lost on my comment is that if you are doing to by phone, it would imply giving credit card info over the phone to someone. While that was once normal, that's now a major no no. Extremely insecure.  For those who don't like fraud, having credit card info stolen, etc. It means they won't be able to order parts.  People do it all the time, that doesn't make it a good idea.

And you think sending your CC info over the internet is more secure? Think again.