Author Topic: $440 OFF Kapex + UG Stand Combo Set - Order Now! (US)  (Read 7390 times)

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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 #60 on: July 24, 2020, 09:27 AM »
@mattbar1 just to share our protocol for delays...

We proactively contact our customers any time the expected ship date is change substantially (more than a few days). We've sent several emails now to customers who ordered the Kapex promo from us with updates anytime we can an update from Festool USA.

We also do not charge credit cards until the product ships.
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Offline mattbar1

  • Posts: 14
Re: $440 OFF Kapex + UG Stand Combo Set - Order Now! (US)
« Reply #61 on: July 24, 2020, 09:36 AM »
@mattbar1 just to share our protocol for delays...

We proactively contact our customers any time the expected ship date is change substantially (more than a few days). We've sent several emails now to customers who ordered the Kapex promo from us with updates anytime we can an update from Festool USA.

We also do not charge credit cards until the product ships.

Thank you for the info. I will take that into consideration on my next purchase.

Offline ADKMedic

  • Posts: 99
Re: $440 OFF Kapex + UG Stand Combo Set - Order Now! (US)
« Reply #62 on: July 25, 2020, 06:41 PM »
@mattbar1 I feel I must also chime in here. 

My order is also with ToolNut, but to be very clear, my frustration is NOT with them.  ToolNut provides for quite excellent customer service, and @Shane Holland has always been very responsive - even responding after regular business hours.  My card has not been charged (yet).  ToolNut does indeed send email communications, so if you have not received one, I would suggest checking your junk mail folder. 

My frustration is with Festool’s utter lack of caring and service.  I’m sure they don’t ship these things via Air Freight, as that would be extremely expensive, so they probably come over in shipping containers.  With the amount of time it takes to ship via cargo ship (load, unload, truck to warehouse/distribution points) there is simply NO WAY Festool didn’t know about this delay WAY before they told their dealers.  I’m just a hobbyist, so I can shake my head, wait, and deal with my half-decent Ridgid before my Kapex comes.  I feel sorry for the tradespeople that placed orders only to have it delayed time and again.  The timing is also laughable, because if those same tradespeople can’t wait any longer because of precision jobs they need to complete, they now have to pay the higher price, because of Festool’s price increase. 

My long-winded point is that this is NOT a dealer issue...  It is a Festool issue - and their actions (really inactions) clearly indicate they simply don’t care.  The letter from Festool that was shared was nothing but fluffy smoke and mirrors language.

Andy
T-15+, RO150, TS55, CT-36, Pro5, DTS400, OF1400, OF1010, PS-420-EBQ, MFK700, DF-500, VAC-SYS, MFT/3 x2, CMS-GE, LR-32, soon a KS-120REB on a date sometime between now and eternity!

Offline mbcomer

  • Posts: 3
Re: $440 OFF Kapex + UG Stand Combo Set - Order Now! (US)
« Reply #63 on: July 27, 2020, 10:51 AM »
I will also start by saying that my displeasure here is not with ToolNut or any other dealer, they are at the mercy of Festool on this.

I think that this is clearly a display of the lack of concern for the customer which has developed at Festool thanks to their success and to the "cult of Festool" which has been built over the past few years.

Now, for those who would give Festool a pass due to the "logistics and supply chain problems" created by COVID-19 - yes, of course this has been a tough time globally and a lot of people are suffering. I just think it quite odd that we don't hear of any other supply chain problems from Festool - mysteriously it is only a product they offered at a discount which is impacted. And in fact, the components in this bundle are available, I just went online to multiple retailers and find the saw, stand, and wings in-stock and ready to ship or pickup. So, if you want to pay full price - and of course, the new increased full price - then Festool is more than happy to sell to you. They are not willing however to sacrifice any of that full-price inventory to honor the deal made with customers. I think that other companies might say "a deal is a deal, let's work on getting the product we're producing into the hands of our customers who ordered it nearly six months ago". This feels like someone regretting that they ever offered the product at a discount and deciding to de-prioritize everything about the deal while continuing business as usual everyplace else. And if that makes some customers unhappy, then who cares.

Offline DynaGlide

  • Posts: 766
Re: $440 OFF Kapex + UG Stand Combo Set - Order Now! (US)
« Reply #64 on: July 27, 2020, 12:05 PM »
Something else to consider - how many of the promo orders were received versus how much is in inventory? If it's not enough inventory how do you go about picking who gets to get theirs? First come first served and leave the rest out in the cold wondering why everyone else on Facebook is posting they got theirs? If it's anything like the STM 1800 pre-order, the dealers each buy however many of the package they want then turn around and sell to their customers. Not - 10 customers want the Kapex deal so 10 are ordered. Tool Nut stated with the STM 1800 they chose how many to purchase. Customer demand may have weighed into their purchase amount but they could've bought 100 extra if they wanted to.

Everyone upset about this is looking at it from their own, I want to be treated fairly, perspective. From the company standpoint how do you best serve all people involved? Assuming that they have the inventory across their dealers to fulfill all of the promo packages. .how does that work? Do you ship everything back to corporate and drop ship it to the customers? Do you tell the dealers to make up their own packages from available inventory and ship out to the people who ordered first and tell the rest we'll get to you later?

I just don't think there's an easy fix here.
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Offline Carquest

  • Posts: 35
Re: $440 OFF Kapex + UG Stand Combo Set - Order Now! (US)
« Reply #65 on: July 27, 2020, 02:49 PM »
From the perspective of being in the auto parts business, IF there were enough in dealer inventory to fill the promos, and the dealers were willing to do it, then all Festool would have to do is issue a credit to the dealer's account for every promo order they ship. I don't see anything magical about why the orders would have to be shipped straight from Festool, but like any vendor, that is their prerogative I suppose.

Offline six-point socket II

  • Posts: 1387
  • formerly @the_black_tie_diyer
Re: $440 OFF Kapex + UG Stand Combo Set - Order Now! (US)
« Reply #66 on: July 31, 2020, 06:44 AM »
Probably getting slammed for this, but:

Delivery dates for Kapex 120 are going up with a lot of European dealers to September/October. Unless you're lucky finding a dealer with actual stock, there are none to be had.

I've read that it's probably about a tiny part Festool is not getting through the usual supply chain - and actively trying to find a new source for.

So, if dealers where to ship the promo with whatever they have in stock, I'm pretty sure there wouldn't be sufficient quantities to fulfill all orders. Now obviously, first come first serve is possible - but once the stock is depleted - there wouldn't be a single Kapex left unless a new delivery comes in.

I have no dog in this fight, so take it with a grain of salt - but personally I think the way it is currently handled, is the most orderly/ easiest to oversee.

Since I had to piece this together from different, unofficial sources/ hearsay, bear with me if it turns out to be a totally different story.

Anyway, as with everything in life, communication is key. I don't understand why these days it seems so incredibly hard for companies big and small to simply state the facts and be done with it. Especially if it really should be something as trivial as not being able to obtain a certain part currently.

Kind regards,
Oliver
Kind regards,
Oliver

"... . Say yes to stuff, and it will take you interesting places." - Anne Richards, CEO Fidelity International

Offline ADKMedic

  • Posts: 99
Re: $440 OFF Kapex + UG Stand Combo Set - Order Now! (US)
« Reply #67 on: July 31, 2020, 05:13 PM »
@six-point socket II - you make some good points, however, my frustration still exists because just based on how long it takes to ship things like this from Europe to USA, Festool knew about this long before two weeks before they were to ship, and likely BEFORE the price increase of July 1. 

That's just not good customer communication or service for people that have had this on order since February. 

Andy
T-15+, RO150, TS55, CT-36, Pro5, DTS400, OF1400, OF1010, PS-420-EBQ, MFK700, DF-500, VAC-SYS, MFT/3 x2, CMS-GE, LR-32, soon a KS-120REB on a date sometime between now and eternity!