Author Topic: Feedback for Festool UK on repair service  (Read 6498 times)

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Offline jonny round boy

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Feedback for Festool UK on repair service
« on: February 20, 2015, 07:46 PM »
I recently had a minor fault with my PDC drill which meant it needed to go back for repair. I've just posted my experience on another forum (I was asked by a member there how long a repair would normally take) so thought I should post it here so Festool UK can see it.

I wasn't sure what board it should go in, but as it's kind of a review of their service, I figured the review section was as good a place as any, even if it's not a tool review.

So here goes. This was a couple of weeks ago now, but here's how I remember it:

Wednesday: I was on site 2 hours from home when the drill broke, first thing in the morning. It was nothing major, just a fault with the forward/reverse switch. I rang Festool UK to try to arrange for them to collect the drill from my home the following day, but they said they couldn't do it over the phone & insisted that I sent a repair form in with proof of purchase etc. (which I couldn't do, as I was on site). They e-mailed me the form immediately, but it simply wasn't possible to fill it in on my phone, so I filled it in & e-mailed it back late Wednesday evening when I got home.

Thursday: I hadn't heard anything from them by around 3pm, so I rang them. They said collection had been arranged, and that the drill would be collected Friday. I mentioned that I needed the drill back by the end of the following week at the latest, and they said that as long as they had the parts in stock, that wouldn't be a problem.

Friday: The carrier came and collected the drill mid morning.

Tuesday: having not heard anything from Festool on the Monday, I rang first thing Tuesday morning to find out what was happening. I was told they had received it back on Monday afternoon, and it had been booked into the system. I asked if they had the parts in, and they said that because they were short-staffed, it hadn't been looked at so they didn't yet know. She said it was due to be looked at late that afternoon, and they would then know whether the parts were in stock or not.

Wednesday: I rang them first thing to see if the parts were in stock. I was told that when it was inspected they had the parts to hand; it had been repaired immediately, and was shipped straight back out Tuesday evening. About 30 mins after that call, it arrived at my door.

Now, in terms of the turn-around I think that was pretty reasonable, in fact I'd even go so far as to say it was pretty darn good - It was received, inspected, repaired, and shipped out within about 24 hours. No complaints about that whatsoever!

Having said that, the lack of communication on their part was worrying. Basically, if I hadn't contacted them I wouldn't have known anything; I wouldn't have known to be in for the carrier for either collection or delivery. Luckily I was at home for both. It wouldn't have been hard for them to call or e-mail me to keep me informed at each stage; a) when it would be collected; b) when they received it; c) when it had been looked at & diagnosed, and what was happening with it, and d) when it was shipped back (with a tracking number).

The fact that they couldn't deal with my request over the phone was a bit annoying. Having to fill the form in & send it back effectively delayed the whole process by 24 hours before it had even begun. Also, they requested proof of purchase - why? They have all that information already, on their system. I know, because I have the Festool app on my phone which contains everything they need - tool number, serial number, date of purchase, proof of purchase, where I bought it, all my contact details etc. (that information isn't held on the phone, it's linked to Festool's system, so they have access to it too).

Speaking of the app, Festool could (and should) incorporate the repair process into it. There should be a function where I could have reported the need for a repair via the app, completely doing away with the need to fill the form in & send it back. At worst, there should be a function to use the data in the app to auto-fill the form so that it could be e-mailed straight from the app to Festool UK.

They could also have a section of the app where you could track progress of the repair too, so you knew what was happening at every stage.

All in all I was happy with the process, as I got the drill back in the timeframe I needed, but it could have been a much more positive experience if they had communicated better (or at all). All the information I received was because I called them & asked; they never contacted me at any stage.

This isn't a complaint, just a means of feeding back to Festool UK about where their systems could be improved. I hope someone from Festool UK sees this (I'm sure @Phil Beckley will!) and they improve communication regarding repairs in the future.


Jonathan
Festoolian since February 2006

TS55R EBQ saw - CTL26 - CTL Mini - OF1400EBQ router - KS120 Kapex SCMS - ETS150/3 sander - RO90 sander - DF500 Domino - PDC18/4 drill - PSC420 jigsaw - OFK500 trimmer

Wish list (in no particular order!): Anything not listed above....

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Offline Peter Halle

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Re: Feedback for Festool UK on repair service
« Reply #1 on: February 20, 2015, 07:56 PM »
Glad to see that you got it resolved as quickly as you did.  I don't know anything about their internal procedures or such but would offer that based on what I have read here they are working to better their procedures it might make sense to want end user created documentation to start the process.  Better off for the end user also if they can print and document on their end.

Peter

Offline Doug S

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Re: Feedback for Festool UK on repair service
« Reply #2 on: February 20, 2015, 08:27 PM »
Festool Uk really need to sort out the repair form you fill in. It is the same form if you are a dealer or customer and not clear what sections you need to fill in, also when you press the send button it doesn't work (for me anyway). Just had my ct midi fixed under warrenty, turned round in less then a week, when my 18 month old kapex got fixed it was back in under a week but my 9yr old router took 2 weeks, maybe they prioritize tools under warranty.

Offline Peter Halle

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Re: Feedback for Festool UK on repair service
« Reply #3 on: February 20, 2015, 08:37 PM »
but my 9yr old router took 2 weeks, maybe they prioritize tools under warranty.

Might it also have been that they didn't have parts in house for an older tool?  Glad to see you got it fixed!  [thumbs up]

Peter

Offline Doug S

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Re: Feedback for Festool UK on repair service
« Reply #4 on: February 20, 2015, 09:08 PM »
It was of1400, still current model. Wasn't having a moan but you know how it is, tools only break when you are using them/need them, was in the middle of a big job, had to get the old makita out, just wasn't the same! [wink]

Offline Peter Halle

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Re: Feedback for Festool UK on repair service
« Reply #5 on: February 20, 2015, 09:17 PM »
I wasn't going after you - just offering a plausible reason.  It sucks when a tool craps out in the middle of a job.  I bought my Kapex because a mitersaw did that to me.

Chhers!

Peter

Offline gary in texas

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Re: Feedback for Festool UK on repair service
« Reply #6 on: February 20, 2015, 11:05 PM »
Jonathan,

Playing devils advocate here, I guess one way to look at this is we all prolly want to be kept up to date on shipping and repair details, but.........at what cost to the timeliness of facilitating a rapid repair?  Each step in the process you mention would add additional steps that someone would have to process, and that equates to more workload, more "non repair" processes, and in all likelihood would extend the repair times.  I don't think (from what I've seen posted on this forum) any updates are sent out from Festool USA, pretty much send it and, and boom, it's back within a week.

Gary

Offline Wuffles

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Re: Feedback for Festool UK on repair service
« Reply #7 on: February 21, 2015, 02:51 AM »
I wouldn't have proof of purchase for any of my tools that have been registered online. Can @Phil Beckley confirm this is a requirement for registered tools and what kind of problems this will cause?

This isn't a requirement for registered Bosch professional equipment, is for Hitachi (but there's a few authorised service centres up the road in Bristol) and I can't remember on Metabo - but I suspect it is.
Tool list updated to reflect knowledge :: hammer, screwdriver, one pozi bit, and another bigger hammer.

Offline richy3333

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Re: Feedback for Festool UK on repair service
« Reply #8 on: February 21, 2015, 03:03 AM »
I could never get the form to work when I had to fill it in. I'm on a Mac, don't know if that had anything to do with it?

Changes to the app sounds like a brilliant idea to me. Why do they need proof of purchase if the tool is registered? What happens if all the paperwork has gone off to your accountants because it's that time of year to pay the tax man and as a trade you need the tool back?

Offline joiner1970

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Re: Feedback for Festool UK on repair service
« Reply #9 on: February 21, 2015, 03:34 AM »
Bosch also have an app and I'm sure their app allows you to book in a repair and track progress. Maybe festool should add that option too as you say

Offline jonny round boy

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Re: Feedback for Festool UK on repair service
« Reply #10 on: February 21, 2015, 06:27 AM »
The 'send' button in the PDFs repair form didn't work for me either, I had to print the PDF as another PDF and then e-mail it.

Jonathan,

Playing devils advocate here, I guess one way to look at this is we all prolly want to be kept up to date on shipping and repair details, but.........at what cost to the timeliness of facilitating a rapid repair?  Each step in the process you mention would add additional steps that someone would have to process, and that equates to more workload, more "non repair" processes, and in all likelihood would extend the repair times.  I don't think (from what I've seen posted on this forum) any updates are sent out from Festool USA, pretty much send it and, and boom, it's back within a week.

Gary

That's all well and good, if you or someone else in your household is in all day every day, but for me that's sometimes no good. If you don't know what day it's being collected or delivered back then it would be very easy to miss the carrier.
Festoolian since February 2006

TS55R EBQ saw - CTL26 - CTL Mini - OF1400EBQ router - KS120 Kapex SCMS - ETS150/3 sander - RO90 sander - DF500 Domino - PDC18/4 drill - PSC420 jigsaw - OFK500 trimmer

Wish list (in no particular order!): Anything not listed above....

Offline Phil Beckley

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Re: Feedback for Festool UK on repair service
« Reply #11 on: February 21, 2015, 05:30 PM »
Hi
  Overall the system worked for your repair and returning it within 48hrs is cool [cool] as you mention.
   The repair form is an area we are aware about and on most computers it works fine but as for mobiles it is a pain and again this may have a change in the future to aid communication to the owner.
  As for proof of purchase when a repair is required i will get back to you - new to me as the machine would be registered.
rg
Phil

Offline John G

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Re: Feedback for Festool UK on repair service
« Reply #12 on: February 22, 2015, 06:02 AM »
Jonny's had a much better experience than me with his PDC!  Mine failed on the second time of usage.

The communication was equally poor, but coupled with broken promises and a failure to even manage 2 week turnaround!

I also wonder whether there is an issue with the PDC!

Broke on the Saturday 7th Feb,  multiple calls & chasing - explicitly promised delivery yesterday Saturday 21st Feb, waited in...
Nothing... I'll have to drive round to my son's to get back the trusty 10+ year-old Bosch I let him have (when I replaced it with the PDC).  At no point has anyone at Festool UK done anything to let me know what was going on - not even that there would be a problem honouring their commitment.

This has cost considerable time & money. Reliable well designed machinery (backed by an advertised 48 hour turnaround) is the justification for paying so much...  For the me the product has not been fit for purpose - and frankly I'd rather Festool kept it and arranged a refund.
TS55, MFT, OF1400, Domino, RO150, RTS400 and a race between a growing collection of clamps, guides etc and additional systainers...

Offline Phil Beckley

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Re: Feedback for Festool UK on repair service
« Reply #13 on: February 22, 2015, 02:15 PM »
Evening John
 Sorry to hear of this experience with our service and i will email the details over first thing on Monday and you will be contacted by them.
I have also sent a PM to you for contact details etc.
rg
Phil


Offline John G

  • Posts: 70
Re: Feedback for Festool UK on repair service
« Reply #14 on: February 23, 2015, 02:22 PM »
After some while feeling rather "unloved", on Sunday both Phil Beckley & Bob (one of the UK Support managers) contacted me. 

I now have my PD20 back, and other than it was a rather cold wet day to be working outside in the UK [wink] I have been  successfully using it and caught up with some of my backlog.

Speaking for some while with Bob, I understand this isn't the standard the UK arm expects either, although there were a number of reasons why this occurred, and some out of their control.

I am now happy with the support - and grateful to both Bob & Phil.  I am very much hoping to wait a long time before any other Festool needs repair, but Bob invited me to keep & use his contact details.  And I'll certainly call quicker another time (and feel confident of friendly support).

I'll leave Phil to advise on surnames and any contact details he feels appropriate...
TS55, MFT, OF1400, Domino, RO150, RTS400 and a race between a growing collection of clamps, guides etc and additional systainers...

Offline Phil Beckley

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Re: Feedback for Festool UK on repair service
« Reply #15 on: February 23, 2015, 04:28 PM »
Hi John
 Thank you for updating on this.
   Sure, some of the areas out of our control did not happen and the services manager is aware and will ask the delivery company why this part did not operate as it should have - the same with JRB above.
   Bob (very experienced) is part of our End User Team who visit customers and advise on machines and applications. So many eyes look to the FOG!!!
   So the same for me any issues please feel free to call in or email through FOG or philip.beckley@festool.com.
rg
Phil
p.s Hope the weather picks up - also tipping it down in Warwick [unsure]