Does anyone here remember an example of when Festool listened to the complaints posted on this site? 

I'm still waiting for a response to the Kapex issue that Festool actually solicited.   

I think that was about 2 years ago. 

I can think of a few examples, off hand, where Festool seemed to listen to the customers.  But I'm hesitant to mention them because I feel they are increasingly NOT listening. But I do believe the below products were released or altered due to customer feedback. . .

CT SYS release
13mm chuck upgrade on CXS
Smooth hoses introduced (and the pervious hose covers)
Vac SYS in USA finally
Compact 18v Batteries
Compact Battery Drill sets
 

@Cheese

This may be of interest to some. The old style hose connectors are all gone. .however, if you take a D36 to D27 reducer available from either Festool ($$$) or from Industrial Vacuum for $15 http://www.industrialvacs.com/Tool_Socket_connects_suction_hose_to_power_tool_p/h302000535.htm , which I just got a few minutes ago in the mail, the portion that is essentially the 'old style' vac hose end is reverse threaded and removable from the D36 end. It's a snug fit putting it on a cleantec adapter. Hope this helps.

@Cheese

This may be of interest to some. The old style hose connectors are all gone. .however, if you take a D36 to D27 reducer available from either Festool ($$$) or from Industrial Vacuum for $15 http://www.industrialvacs.com/Tool_Socket_connects_suction_hose_to_power_tool_p/h302000535.htm , which I just got a few minutes ago in the mail, the portion that is essentially the 'old style' vac hose end is reverse threaded and removable from the D36 end. It's a snug fit putting it on a cleantec adapter. Hope this helps.

Thats pretty cool, but other than converting the new hoses to the old style connectors (which I agree is way better) what else might one use this adapter for?

This may be of interest to some. The old style hose connectors are all gone. .however, if you take a D36 to D27 reducer available from either Festool ($$$) or from Industrial Vacuum for $15 http://www.industrialvacs.com/Tool_Socket_connects_suction_hose_to_power_tool_p/h302000535.htm , which I just got a few minutes ago in the mail, the portion that is essentially the 'old style' vac hose end is reverse threaded and removable from the D36 end. It's a snug fit putting it on a cleantec adapter.

Festool forgot to "improve" those. Better move quick.

The best part is Festool can't really stop this since they don't make this part. They repackage a Nilfisk adapter and charge a handsome fee.

They do that with quite a few of their vacuum accessories and parts I found. Nice once you find the equivalents and pick them up for 1/4 the cost!

I think the not listening to customers thing, is quite common the more a company evolves, progresses or expands etc?
I have suppliers that I first started using 30 + years ago, some are bigger and better than ever, and value and listen to customer feedback, and wherever they can, will act on it.
The other side of the coin are, companies that start off small and are very hands on with their customer wants and needs, and the innovation largely fed by customers grows, and with it the company.
Then these companies get a little complacent, even too big for their boots sometimes, and instead of continuing to listen to customers, they are more concerned with fending off the competition, often cost cutting too.

As we know, often really good or great successful companies, at some stage are controlled by the bean counters reports and advice. It makes for great profit margins, and provides nice bonuses but, the customer is always king, and the companies that remember this, are the survivors.

I don't know if Festool are no longer listening to customers feedback, and are now caught up in the race for top spot in business? and neither would I suggest so but, they have expanded a great deal, and in the last two or three years I hear a lot more disgruntled Festool customer stories than I used to. That could be down to percentages etc, the more customers you have, the more chance there is of some being upset.

You could say the same for other tool manufacturers but, and it's a big but, most of the other manufacturers have more realistic price tags.
I bought some new Festool yesterday, along with some must have accessories, and a couple of times I found myself wincing after hitting the "Buy" button. So to cheer myself up, I remembered how great the tools are, and the superb customer service and how they look after their customers.
So perhaps they just need to start listening a little more? 

Hi Peter, No not tainted in any way, in fact your post is reassuring, well at least to me anyway 

I am a long time tradesmen, and obviously like many that have been in the game a long time, have seen vast developments, mostly in a positive way, and some negative. I also understand as I mentioned, that things change when a company expands, this also brings a mix of both positive and negative with it.
I have certainly noticed more customers voicing their frustrations with Festool nowadays. If you hear people moaning about something, especially non customers or non buyers of a brand, that's no so important to me, as it might be hearsay, gossiping or sour grapes etc. However, when I hear customers, and owners of a brand voicing concern, I certainly take more notice.

I love the whole Festool arrangement, and the tools, my bills and receipts in the last two months for Festool would confirm this but, that's not to say Festool are perfect, or I don't get a little frustrated at times, just the same with other manufacturers I buy from.

As a positive, I spoke to Festool UK cutomer service yesterday, to a very nice lady, who dealt with my enquiry in a cheerful and polite manner. The result of the conversation, was me buying more Festool yesterday.
So overall, I'm happy but, at the prices, I should be 

@

Festool does listen and is constantly out there in the real world collecting insight from their tool users.  It is commonplace for example to send out a team for an extended period of time with a product in development and take that to users for their input.  I know this to be true because I have met such team members and spoken to them.

There are members here on the forum who have been visited and involved.  I can't speak to their experiences directly other than to say they appreciated the experience and noticed the extensive note taking.

I have had such a visit as Peter described regarding a new tool that was/is still in development.

Their visit and questions & answers were very informative and after the guys left i felt both they and I came away feeling something had been achieved.

A few days later, I received a letter from the guys thanking me for the time I'd taken and input I'd provided them with. Along with the letter were a few items/gifts as a thank you.

All in, a positive experience.

Edit. It was not a tool with dust extraction on it, as I do not like the new D/E ports either...!!

I'm not sure what the issue is that people have with the "new", I suppose it could be a bit easier to get on. Of course I was using the tools for a while before I even realized there is a twist aspect too it.

For me it's always been the flat areas on the new connector gather a lot of dust and when you disconnect the hose, most of this dust drops on the floor. In my case it was white drywall dust on a black wool rug. 

Here's a shot comparing a new Pro 5 and an older style connection on an ETS EC 125. Both sanders were used on the same job and for approximately the same amount of time. The flat area on the bottom of the new connector has already jettisoned it's drywall dust on the floor  (you can see some of it on the base of the sander and some on the pad) while the other 2 flats on the new connector are at the ready to dump theirs if the sander is bumped.

I don't understand why they just don't make all the tool connections like the one of the Rotex and the ETS EC pictured above. They are always rock solid thanks to the extra length. Even with older nozzles that got a bit sloppy.

Vendor lock-in. Just like for example Apple uses lightning cables instead of USB for the iPhone/iPad. It's not 1 to 1 the same, but still, same principle. Encourage / nudge consumers to buy your other products as well.
By using this style connector it will work "best/better" with festool hoses and vacuums instead of just any other vacuum. It's to subtly encourage/push people to buy cleantec extractors, hoses and connectors. Push people to buy into "the system". Which will then encourage/nudge them to buy another Festool if they need to buy another kind of tool. Because, well they already have the Festool vacuum with the weird connector. It's probably best to buy another Festool, because that will connect best...

But i totaly agree with you. They should have just made a sublte change to the dust ports, with 1 or more ridges and everything would have been fine...

 On another annoying note, I purchased a 2nd generation hose (white wrapped hose)...while the new twist lock end is not a problem since my tools don't have the twist lock feature, the vacuum end is also different (with internal ribs), so that it doesn't fit over the intake of my Dust Deputy....this hose won't get used

Well it would seem that Festool has seen the light and is now selling the old style hose adapter after all.



It will be offered in a presentation box along with a 18 volt impact screwdriver and a redesigned Kapex armature... Germany only though.

Here's a shot comparing a new Pro 5 and an older style connection on an ETS EC 125. Both sanders were used on the same job and for approximately the same amount of time. The flat area on the bottom of the new connector has already jettisoned it's drywall dust on the floor while the other 2 flats on the new connector are at the ready to dump theirs if the sander is bumped.

(Attachment Link)

But it has "cleantech" molded right into it, therefore it's a clean technology, or are you implying the name of the product does not as a matter of fact state it's reality and in fact it might just be ironic?

On another annoying note, I purchased a 2nd generation hose (white wrapped hose)...while the new twist lock end is not a problem since my tools don't have the twist lock feature, the vacuum end is also different (with internal ribs), so that it doesn't fit over the intake of my Dust Deputy....this hose won't get used

I noticed the same with the hose I recently bought. ticked me off. I will get a replacement hose end (from someone other than FT) so I can use the hose but won't bother buying any future Festool hoses that are incompatible with my current vacs, tools,  and hoses.