Author Topic: $440 OFF Kapex + UG Stand Combo Set - Order Now! (US)  (Read 4198 times)

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Offline mbcomer

  • Posts: 2
Re: $440 OFF Kapex + UG Stand Combo Set - Order Now! (US)
« Reply #30 on: May 02, 2020, 10:03 AM »
Please note my retraction and apology in a later post, the order update from ToolNut on my order had made it to spam, thanks gmail.

So I contacted festoolproducts.com (ToolNut) yesterday and they let me know that their orders are now delayed to 8/1. I assume everyone else's are as well?

A couple of things:
- August? Really? I mean ok, I understand that a lot has been going on in the world - supply chains disrupted, logistics all screwed up. This is a FOUR MONTH delay though, it honestly feels like Festool wasn't really ready to fulfill these orders in the first place.
- I am super-disappointed with ToolNut over their communications on this. They are literally doing NOTHING to proactively communicate this out to customers. Both times I have received updates (the first delay to 4/30 and now this) were after I reached out to them for status. Their site provides no updates at all, the order simply says "processing". They aren't emailing customers who have pending orders - or at least not based on my experience. It seems crazy that they wouldn't do anything to communicate about what is now a huge delay in shipping an order.

Again, I realize that a lot of the world is in a tough spot right now and that we're all dealing with bigger issues than this. I just don't think you can completely abandon customer service in a time of hardship. I think that Festool and ToolNut can do better. How hard would it be for ToolNut to take a look at all of their open orders for this bundle and email their customers with an update?
« Last Edit: May 02, 2020, 11:26 AM by mbcomer »

Offline Shane Holland

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Re: $440 OFF Kapex + UG Stand Combo Set - Order Now! (US)
« Reply #31 on: May 02, 2020, 10:42 AM »
@mbcomer welcome to the forum.

I understand and share your frustration that the Kapex promo has been delayed.

We (Tool Nut) sent our customers emails twice with updates on the Kapex promo. The first update was sent on March 17th and again on April 30th with an new update. Both times we sent updates shortly after receiving new information from Festool about the impact on the ETA for shipment. This is a standard practice for us. If you've unsubscribed from our emails, you will not receive these updates. If you haven't unsubscribed, you may want to check your spam folder. We always do our best to keep our customers informed of changes to delivery dates if the change is more than a week or so from the original shipment date.

That said, we have no control over the impact of COVID19 on Festool's manufacturing or supply chain. I do believe that there was a legitimate impact that was out of their control.

I would appreciate it if you would reach out to me directly at shane@toolnut.com so I can give you more details and check your email subscription status to make sure you get any future updates.

Thank you,
Shane
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877-866-5688

Offline mbcomer

  • Posts: 2
Re: $440 OFF Kapex + UG Stand Combo Set - Order Now! (US)
« Reply #32 on: May 02, 2020, 11:21 AM »
@Shane Holland, thank you for your response.

First - I just checked my account and the only option I find is "General Subscription" under "Newsletter Subscriptions". Mine was unchecked. I don't know why, I certainly never unchecked it - I enjoy getting tool and woodworking related newsletters, so certainly would not have opted-out of ToolNut or FestoolProducts. In any case, I have enabled and saved.

Second - I did search my junk email just now and I did find an email from you guys on 4/30 with notification of the further delay. I therefore owe you an apology! I don't know why gmail chose to send your order update email to junk when other emails from the same address (info@toolnut.com) have come through just fine.

So, I apologize to the folks at ToolNut / FestoolProducts, they have been doing what they can to keep customers updated, it was gmail which let me down. It would be nice if the status and expected delivery of an order was a little more clear on the website, so perhaps you can speak to your technical team about an enhancement for that!

Matt

Offline ChuckM

  • Posts: 1718
Re: $440 OFF Kapex + UG Stand Combo Set - Order Now! (US)
« Reply #33 on: May 02, 2020, 11:31 AM »
It would be nice if the status and expected delivery of an order was a little more clear on the website,

Matt
My thought, too, when I first read this thread. Regular updates on the website as and when news is received from Festool (in addition to direct emailing) will help in this and other cases where a customer's email system might have screened out the vendor's notifications.
« Last Edit: May 02, 2020, 11:33 AM by ChuckM »

Offline Shane Holland

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Re: $440 OFF Kapex + UG Stand Combo Set - Order Now! (US)
« Reply #34 on: May 02, 2020, 04:22 PM »
@mbcomer no apology necessary. Glad you see the email, albeit in your spam folder.

We had to upgrade our website software recently because support is ending for the prior version in June. It's currently imperfect, admittedly. I value the feedback that you and @ChuckM gave regarding being able to see more accurate details of order status in your account. I will add this to our planned improvements. It's very important to us to make sure we're providing our customers with great service.

Shane
Buy Festool Online" class="bbc_img
Fast, Free Shipping - Festool Trained Experts - Unparalleled Customer Service
Toolnut.com and FestoolProducts.com
877-866-5688

Offline pettyconstruction

  • Posts: 572
Re: $440 OFF Kapex + UG Stand Combo Set - Order Now! (US)
« Reply #35 on: May 02, 2020, 10:23 PM »
Hey Shane,
I I ordered the “kit” ,stand and saw,could the saw be sent out early? And wait till august to get the rest.
Thanks Charlie


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Offline Shane Holland

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    • The Tool Nut's Festool Store
Re: $440 OFF Kapex + UG Stand Combo Set - Order Now! (US)
« Reply #36 on: May 02, 2020, 10:41 PM »
I I ordered the “kit” ,stand and saw,could the saw be sent out early? And wait till august to get the rest.

@pettyconstruction I wish we could, and we've asked Festool if we could because we do have inventory of the saw and stand, but Festool is prohibiting dealers from shipping the Kapex promo (including any of its components) before August 1st.
Buy Festool Online" class="bbc_img
Fast, Free Shipping - Festool Trained Experts - Unparalleled Customer Service
Toolnut.com and FestoolProducts.com
877-866-5688

Offline pettyconstruction

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Re: $440 OFF Kapex + UG Stand Combo Set - Order Now! (US)
« Reply #37 on: May 03, 2020, 12:37 PM »
Thanks Shane,
I have a big trim job coming and I don’t think I can wait till August.
Charlie


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Offline pettyconstruction

  • Posts: 572
Re: $440 OFF Kapex + UG Stand Combo Set - Order Now! (US)
« Reply #38 on: May 03, 2020, 12:37 PM »
Thanks Shane,
I have a big trim job coming and I don’t think I can wait till August.
Charlie


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