Author Topic: Festool’s customer service still sucks  (Read 3550 times)

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Offline BCConstruction

  • Posts: 111
    • bcconstruction and remodel llc
Festool’s customer service still sucks
« on: September 11, 2020, 11:10 AM »
So just had another warranty interaction with festool for a faulty charger. It’s literally brand new and not sure exactly what tool it come with but want the receipt for the tool it was with. How am I meant to figure that out! I asked them if they could pull that up from the serial number and they said they can’t pull that from the serial number. I then said can you pull up the date it was purchased from the serial number and they said no. What’s the point in having to supply the receipt from which the charger come with that tool if they don’t even know. How hard can a company make getting stuff under warranty exchanged or fixed. Every single interaction I have ever had with them has been like this. Are they just a bunch of idiots working there as I have never experienced anything like it. Today I also called bowers and Wilkins for some replacement speakers on out of warranty speakers. They couldn’t have been anymore helpful and replaced the drivers for free way out of warranty.

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Offline PeterJJames13

  • Posts: 223
Re: Festool’s customer service still sucks
« Reply #1 on: September 11, 2020, 11:21 AM »
I'm struggling to see the issue. They're asking for a proof of purchase to give you a new charger. Seems simple enough to me, no? If I return something to a store, they ask for the receipt. No defending them blindly here, but what am I missing? Just give them the receipt from your purchase.

Offline elfick

  • Posts: 590
Re: Festool’s customer service still sucks
« Reply #2 on: September 11, 2020, 11:29 AM »
If they couldn't figure out what tool it came with, why not just pick any receipt that would have been a purchase with a charger?

Offline waho6o9

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Re: Festool’s customer service still sucks
« Reply #3 on: September 11, 2020, 11:31 AM »
Just supply them with receipts.  Done

Offline Alex

  • Posts: 6701
Re: Festool’s customer service still sucks
« Reply #4 on: September 11, 2020, 11:33 AM »
ROFL! You can't even find the receipt for what you bought, but THEY are the idiots? Some people find problems everywhere, because in fact they are the problem.

Offline Cheese

  • Posts: 7674
Re: Festool’s customer service still sucks
« Reply #5 on: September 11, 2020, 11:36 AM »
Another option for the future is to register the purchase with Festool at the time of purchase. I've always done that and for warranty issues, Festool has never asked me for a receipt.  On warranty items they send me a free shipping label/postage and within a week the item is dropped off at the door.  [big grin]

Offline BCConstruction

  • Posts: 111
    • bcconstruction and remodel llc
Re: Festool’s customer service still sucks
« Reply #6 on: September 11, 2020, 11:43 AM »
Because I’m having to call my dealer now for them to go through my purchases to figure out what date I purchased that charger and if it was one that come with a tool or I purchased separately. I have a bunch of these chargers and thought it would be a simple process to get it RMA’d but no it’s not clearly. It will cost me more in down time running around and making calls than for them to just send a new charger and I send them the other back. They said they need to test it. I guess they don’t trust me that it don’t work.. I’m not even sure these chargers have even been out for 3 years too.

But anyway dealer just called and said they found all the receipts of the tools that come with that specific charger.

Also ordered replacement parts to fix another burned out Kapex and asked them about warranty on the new parts and they said there is no warranty on parts! What’s that all about too.

Offline BCConstruction

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Re: Festool’s customer service still sucks
« Reply #7 on: September 11, 2020, 11:47 AM »
I have all the receipts for the tools that’s not the issue. The issue is they asked for the receipt for the tool that charger come with. I don’t know what tool it come with. They could have just said send us a receipt for any tool you got that charger with and it be done. But now I’m in PC downloading the darn receipts specific to each tool and charger.

Offline Cheese

  • Posts: 7674
Re: Festool’s customer service still sucks
« Reply #8 on: September 11, 2020, 11:57 AM »
But anyway dealer just called and said they found all the receipts of the tools that come with that specific charger.

Well then, I'd just go through those receipts and pick out one that's less than 3 years old.  [big grin]

The charger serial number isn't linked to the tool serial number, if it was then they'd be able to tell you which tool goes with which charger. Just give them a receipt so they can start their paperwork and you can get your charger fixed.

Offline ChuckM

  • Posts: 1973
Re: Festool’s customer service still sucks
« Reply #9 on: September 11, 2020, 12:03 PM »
This problem happened because you guys have bought too many tools, Festool brand or not!!! Hoarders!

Ok, just joking.

Seriously, take this as a lesson that users themselves are responsible for organization and accounting of their own goods. Some vendors (a notable example is Lee Valley Tools) may have the system in place to handle the kind of transaction you shared, but many (big box home centers) don't.

Past clients who handed me a box of unsorted and mixed receipts to process at each fiscal year end paid me for a task that they could've done themselves at a much cheaper rate. (I didn't really do it myself but had someone did the entry, and I billed her fees plus my share to the business concerned.)


Offline BCConstruction

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    • bcconstruction and remodel llc
Re: Festool’s customer service still sucks
« Reply #10 on: September 11, 2020, 12:09 PM »
I don’t believe for a second that the serial number at a minimum don’t tell them the date it was made but I bet it has vastly more info tied to that code than you would think. I could just as easy buy the same tool and take the thing back on the 30day return period and put that charger on the box and they would be getting it sent back to them as a complete used tool.

Offline MaineShop

  • Posts: 55
Re: Festool’s customer service still sucks
« Reply #11 on: September 11, 2020, 12:28 PM »
I think you are missing the point. Of course they can look it up on the serial number but if they gave that info to you over the phone and you were someone in possession of stolen tools they just gave you the key to the castle so to speak. They are asking for the receipt to verify that you are an actual owner of the tool and not some one trying to run a fishing scam. That is literally the most common type of fraud and a major cause of losses for companies like theirs. Once you can verify that you bought the tool I am sure they can help you. And just so you know dewalt and Milwaukee both do the same as I have been down the road with them as well. If you are a business you have to have those receipts for up to 6 years anyway. I use a smart phone app for my phone where I just take a photo of them and it makes keeping track for taxes so much easier. The lumberyard gives me monthly statements too of course but especially with tools those receipts come from lot of different places.

Offline jobsworth

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Re: Festool’s customer service still sucks
« Reply #12 on: September 11, 2020, 12:33 PM »

Offline jobsworth

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  • Festool Baby.....
Re: Festool’s customer service still sucks
« Reply #13 on: September 11, 2020, 12:38 PM »
I dont blame FAT at all axing for a receipt . How do they know you didnt find that charger in the trash and want to swap it for a new one.

Seriously Ive never had a problem with FT service. I found they will work with you and make you happy if possible.

Its all how you approach them. Its all about relationships.

I can tell you this, coming here and complaining to the world about this isnt helping your case and future issues at all.

But I can tell you this, You cant even return a pair of socks to a store w/o a receipt.

Dont blame the business blame the countless 1000s of dishonest people who take advantage of them and not the business protecting their interest.

Offline BCConstruction

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Re: Festool’s customer service still sucks
« Reply #14 on: September 11, 2020, 01:49 PM »
First off why would someone stealing tools be calling up festool for warranty replacement. They have a list of all the tools I have registered over the years as she had my contact details. Yeah criminals are stupid we know but really stupid enough to call up and give serial numbers of stolen tools! Also what’s the point in registering if they can access them details for issues like this! They still have a lot of work to do in their customer service department that’s for sure. They got no issue selling me $300 worth of spares to fix another burnt up kapex but want warranty work then you can go jump through hoops.

Offline Alex

  • Posts: 6701
Re: Festool’s customer service still sucks
« Reply #15 on: September 11, 2020, 03:13 PM »
but want warranty work then you can go jump through hoops.

You know, most people don't consider supplying a receipt as a jump through a hoop, but normal.

Offline afish

  • Posts: 57
Re: Festool’s customer service still sucks
« Reply #16 on: September 11, 2020, 03:40 PM »
Im surprised as well.  I had a warranty issue with a conturo which is pretty pricey piece.  I no longer had a receipt and never registered it just like my other festool stuff. ( I know dumb) I took the conturo out one day and it would start heating and right before it would reach the target temp it would throw a warning and go into red mode.  I sent it in and they didn't question anything just sent me a brand new conturo back.  Made me feel like the Festool premium was money well spent.  It was within the 3 years of the manufactured date.  I can also see the posters issue though if he has bought a lot of cordless festools and had 5-6 chargers but as someone else said just pick one that is still within the 3 year period,  I would have no idea which charger came with which tool in my shop.   

Offline BCConstruction

  • Posts: 111
    • bcconstruction and remodel llc
Re: Festool’s customer service still sucks
« Reply #17 on: September 11, 2020, 04:42 PM »
Ok thanks to the contractor talk member who mailed me with advice about getting the repair started.  They don’t require a receipt and do require a serial number. The woman on the phone didn’t know what on earth she was talking about. They sent me a prepaid shipping label after I put in the serial number online and explained the issue. Was it that hard for her to do the same thing as the online system. But honestly this has been my experience every time I have had contact with anyone who works there. It really is like talking to idiots when I call there. They just don’t give a ****. The online system worked well though.




Offline afish

  • Posts: 57
Re: Festool’s customer service still sucks
« Reply #18 on: September 11, 2020, 04:49 PM »
Oh, I started mine online as well which might explain the smoothness of the repair but I was impressed with Festool service even though I have only had one experience and hopefully my last. 

Offline ChuckM

  • Posts: 1973
Re: Festool’s customer service still sucks
« Reply #19 on: September 11, 2020, 05:10 PM »
First off why would someone stealing tools be calling up festool for warranty replacement. They have a list of all the tools I have registered over the years as she had my contact details. Yeah criminals are stupid we know but really stupid enough to call up and give serial numbers of stolen tools! Also what’s the point in registering if they can access them details for issues like this!

I, too, doubt that fraud prevention was why you were asked to provide a receipt. If it was the key reason, the agent could simply tell you so.

Offline Peter Halle

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Re: Festool’s customer service still sucks
« Reply #20 on: September 11, 2020, 07:11 PM »
I am glad that you are getting the issue resolved.  It is so simple to scan or take a picture of a receipt and store it somewhere.  It is not difficult to register a tool.  It is so easy to actually read the warranty and the conditions therein.  Here in the US if you need the tool to be serviced and have not registered it and don't have the receipt they will generally (unless they have changed their policy) judge the tool's warranty period based on the manufacture date on the label of the tool.  That is a HUGE risk to owners.  Items like chargers in this instance are made in batches.  The charger itself might have been made one or more years before the tool.  In that case that warranty would be shortened to the end user if they hadn't done the suggested / required actions.

I am not poking the OP nor am I poking Festool.  Please just consider this post as a heads-up.  Similar things have been posted before, so this isn't anything new.

A hint to all who are on the edge of warranty / non-warranty coverage:  treat those on the other end of the phone or email as if they are your dearest grandmother.  Respect and politeness does have a place.  And sometimes a benefit.

Just telling it like it is.

Peter

Offline Joe Felchlin

  • Posts: 204
  • Just another day in paradise - Livin’ the dream!
Re: Festool’s customer service still sucks
« Reply #21 on: September 12, 2020, 09:19 AM »
I have had two different experiences with Festool Service.
One was excellent - Communication with knowing, helpful, courteous, people.
The repair was done correctly and quickly.
The other experience was absolutely abominable.
The repair was done incompletely -
And the return packaging was so poorly that the tool was broken (different part) in shipping.
Over much time and a lot of effort -
Apparently due to my public reviews on the FOG, Amazon, and Google -
Festool’s German HQ got involved - And the tool was replaced with a new one.
Essentially... I believe Festool said - What’s it gonna take to make this problem go away.
Totally unnecessary.
As a result - Unless it’s a unique product/tool -
I‘ve switched from buying Festool products - To Milwaukee and Metabo.

Let’s face it guys - The TITLE of this post - “STILL Sucks” -
Says: “It was bad - And it hasn’t gotten any better”.
From my own experience - And reading repeatedly about -
Other FOG members’ continuing good/bad experiences with Festool Service -
I firmly believe that there’s a lack of CONSISTENCY with Festool’s Customer Service.

Depending on who you communicate with - Who does the work/repair -
And does the packaging/shipping - You get different outcomes.
It varies - From EXCELLENT - To AWFUL/UNACCEPTABLE.
It really comes done to a lack of TRAINING - And FOLLOWING OPERATING PROCEDURES.
There simply appears to be no in charge of QUALITY ASSURANCE at Festool Service.

« Last Edit: September 12, 2020, 09:38 AM by Joe Felchlin »
FESTOOL: CT26, CT33 E HEPA Dust Extractors, MFT 1080, MFT-3, TS 55 REQ-F-Plus USA, TS75 EQ, Guide Rails: 1080's/1400/3000mm, LR 32-SYS/Holey Rail, Parallel Guides & Extensions, Plunge Routers: OF1400 EQ & OF1010, Sanders: RO125 FEQ Rotex, LS 130 EQ Linear Detail, DX93E Detail, Drills: PDC 18/4 Li QuaDrive Cordless Drill Set, C12 Cordless, CXS Cordless Compact Driver, SYS-Centrotec-Set, Dominos: XL DF 700 EQ Plus Tenon Joiner Set, DF 500 Tenon Joiner, VAC SYS: System Set, SE 2, Accessory Set | WOODPECKERS: DF 500 Offset Base System | BOSCH: 5412L Compound Miter Saw, 4100-09 10-Inch Table Saw | POWERMATIC: 60HH 8" Jointer, PWBS 14" Bandsaw w/Riser Block | MAKITA: 2012NB Bench Top Planer | JESSEM: Mast-R-Lift XL/Fence/Slide, Rout-R-Plate/Table Stand | RIKON: 50-120 6inX48in Belt-Disc Sander | JET: JBOS-5 Benchtop Oscillating Spindle Sander | PORTER CABLE: 7518 and 690LVRS Routers, 557 Pro Plate Joiner, 16/18/23 Gauge Nailers | LEIGH JIG: D4R 24 Pro Dovetail Jig, | LIE-NIELSEN: Almost every hand plane | DOWELMAX: 3/8" and 1/4" | KREG: K3 Master System | FEIN: Multimaster FMM 250 Q Kit | TORMEK: Super-Grind 2000 | DUST DEPUTY: Industrial (ALL) Steel Deluxe Cyclone (2)

Offline shdesign3

  • Posts: 21
Re: Festool’s customer service still sucks
« Reply #22 on: September 13, 2020, 07:50 PM »
I also requested for charger replacment for my CXS drill and they didn't ask for receipt. OP got screwed


Offline ChuckM

  • Posts: 1973
Re: Festool’s customer service still sucks
« Reply #23 on: September 13, 2020, 08:10 PM »

Depending on who you communicate with - Who does the work/repair -
And does the packaging/shipping - You get different outcomes.
It varies - From EXCELLENT - To AWFUL/UNACCEPTABLE.
It really comes done to a lack of TRAINING - And FOLLOWING OPERATING PROCEDURES.


This kind of thing happens everywhere in the retail industry, especially among the bigger merchants. A good retailer that has invested in cultivating the right corporate and customer service culture and training will fare better. Otherwise, as you noted, customers can be at the mercy of whoever happens to be behind the counter or answer your call.

Online threesixright

  • Posts: 571
Re: Festool’s customer service still sucks
« Reply #24 on: September 13, 2020, 09:01 PM »
but want warranty work then you can go jump through hoops.

You know, most people don't consider supplying a receipt as a jump through a hoop, but normal.
I think your missing the problem. He has multiple charges and so he doesn’t know which charger came which which tool.

I think its fair that FT can help him out (assuming it has its own S/N). It’s called SERVICE.

Now he could just pick the last purchase (that incl a charger), but then FT tell him that the SN doesn’t match?

Offline Alex

  • Posts: 6701
Re: Festool’s customer service still sucks
« Reply #25 on: September 14, 2020, 01:45 AM »
I think your missing the problem. He has multiple charges and so he doesn’t know which charger came which which tool.

I think its fair that FT can help him out (assuming it has its own S/N). It’s called SERVICE.

Now he could just pick the last purchase (that incl a charger), but then FT tell him that the SN doesn’t match?

Funny how you put the burden of proving ownership at Festool and not the owner.

Ok, the idea is simple. You want warranty, you hand over the receipt. That was how it was done 40 years ago when I was a kid, that's how it is done now when I'm an adult. It's a very old idea, not a completely new concept.

If you can't even keep track of your own purchases, why should somebody else need to do it for you? Entitlement.

Offline mkasdin

  • Posts: 149
Re: Festool’s customer service still sucks
« Reply #26 on: September 14, 2020, 02:01 AM »
So just had another warranty interaction with festool for a faulty charger. It’s literally brand new and not sure exactly what tool it come with but want the receipt for the tool it was with. How am I meant to figure that out! I asked them if they could pull that up from the serial number and they said they can’t pull that from the serial number. I then said can you pull up the date it was purchased from the serial number and they said no. What’s the point in having to supply the receipt from which the charger come with that tool if they don’t even know. How hard can a company make getting stuff under warranty exchanged or fixed. Every single interaction I have ever had with them has been like this. Are they just a bunch of idiots working there as I have never experienced anything like it. Today I also called bowers and Wilkins for some replacement speakers on out of warranty speakers. They couldn’t have been anymore helpful and replaced the drivers for free way out of warranty.
  I have QuickBooks Online. I store the transaction digitally, so I know, date, store and expense type, etc. I can look up any item I’ve purchased over the last 4 years, the receipts are stored digitally as photos. I purchase my Festool goodies from two dealers, so it’s easy to find the reseller and drill down... also very useful for doing your taxes and expensing and depreciating what needs to happen. As my late father would say, “ keep better track of your stuff - put things away so they don’t get lost?” If all else fails take the recipes and toss it into the empty box. Just call whoever you bought it from and ask if they can look up the date you purchased it?
« Last Edit: September 14, 2020, 02:07 AM by mkasdin »

Offline DeformedTree

  • Posts: 875
Re: Festool’s customer service still sucks
« Reply #27 on: September 14, 2020, 02:10 AM »

Funny how you put the burden of proving ownership at Festool and not the owner.

Ok, the idea is simple. You want warranty, you hand over the receipt. That was how it was done 40 years ago when I was a kid, that's how it is done now when I'm an adult. It's a very old idea, not a completely new concept.

If you can't even keep track of your own purchases, why should somebody else need to do it for you? Entitlement.

Agreed,  doesn't everyone just have a box someplace they toss all the receipts and misc paperwork for their powertools in?  I'll never get the "tool registration" deal.  Just have your receipt and skip the issues of having some company have any info on you. The warranty will be over soon enough.  I'm assuming the EU is like the US, you can't require a registration in any way, as long as you have a receipt showing date of purchase, that is all that is needed.

Online threesixright

  • Posts: 571
Re: Festool’s customer service still sucks
« Reply #28 on: September 14, 2020, 02:25 AM »
I think your missing the problem. He has multiple charges and so he doesn’t know which charger came which which tool.

I think its fair that FT can help him out (assuming it has its own S/N). It’s called SERVICE.

Now he could just pick the last purchase (that incl a charger), but then FT tell him that the SN doesn’t match?

Funny how you put the burden of proving ownership at Festool and not the owner.

Ok, the idea is simple. You want warranty, you hand over the receipt. That was how it was done 40 years ago when I was a kid, that's how it is done now when I'm an adult. It's a very old idea, not a completely new concept.

If you can't even keep track of your own purchases, why should somebody else need to do it for you? Entitlement.

Buy 3 tools WITH charges and then claim warranty on one of those chargers (and FT asks you for the receipt of the tool it came with). Unless you'r OCD, you will run into the same problem. Can't imagine anyone here keeping track of that....I toss my charger with the tool(s) I take. I also have not clue which tool the charger came with. Luckily I only have once charger  [laughing]

FT is premium brand, service comes with the territory. I sympathise with the OP, its not he doen't want to give a receipt. He simply doesn't know which receipt it is, because its not the tool that has issues. A little bit of help comes a long way....

Offline Alex

  • Posts: 6701
Re: Festool’s customer service still sucks
« Reply #29 on: September 14, 2020, 03:20 AM »
Buy 3 tools WITH charges and then claim warranty on one of those chargers (and FT asks you for the receipt of the tool it came with). Unless you'r OCD, you will run into the same problem. Can't imagine anyone here keeping track of that....I toss my charger with the tool(s) I take. I also have not clue which tool the charger came with. Luckily I only have once charger  [laughing]

Festool wants to know if you're the owner. They can check all the serial numbers you provide but that still does not give them proof you're the owner. The receipt is regarded as proof of ownership, and also gives the date of purchase to see if the repair would fall in the warranty period or not.

By the way, from OP's first post you can see that Festool can't check the serial number of the charger. So ANY receipt would do. And if one receipt would not match, you would try another one until you find the proper one. Given ofcourse, you have the responsability to keep track of your receipts.

I'm just a private person, but I have boxes full of receipts, especially for the more expensive things I buy (€100 and up). I can dig up the receipt from things I bought 25 years ago. For tax purposes, companies are even more meticulous. A few friends of mine who own a company keep every receipt, even for a single euro, to claim VAT and other write-offs.

You can read in hundreds of posts of me here that I whole-heartedly agree Festool customer service sucks, but keeping track of the paperwork for your own property is your own responsability.