Author Topic: Festool’s customer service still sucks  (Read 3548 times)

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Offline threesixright

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Re: Festool’s customer service still sucks
« Reply #30 on: September 14, 2020, 03:42 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.


Well there is a difference between can not check and do not want to check. Either way, she could have told him he can take any tool (because they apparently do not keep track of sn) and not make him jump through hoops (via the dealer). THATS service.  FT prices is not just the tool, it's also service and they should help their customer(s) (within reason).

You keep suggestion he doesn't have the receipts or doesn't want to give it. Which is not the case (from mu understanding).

I have a similar issue with KitchenAid. Brought in an appliance under warrenty, gave them the original invoice (never got that invoice back) and now the thing broke for the 2nd time. Good luck with KitchenAid (since they can't help you without the invoice). Sigh.



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Offline Alex

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Re: Festool’s customer service still sucks
« Reply #31 on: September 14, 2020, 03:58 AM »
You keep suggestion he doesn't have the receipts or doesn't want to give it. Which is not the case (from mu understanding).

Alright, if he has the receipts ....... what exactly is the problem here?

Lets get to the bottom of this.

Online MaineShop

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Re: Festool’s customer service still sucks
« Reply #32 on: September 14, 2020, 07:32 AM »
How about the example that I "borrow" a charger from a co worker and maybe he left it somewhere where it was easy to borrow since he ran it over with his truck. I being the opportunist that I am take it and call in saying I have a faulty charger and want it replaced. Festool simply asks for a receipt or some other proof of purchase before they give me the new item. Doesn't have to be a charger, could be some other tool that I managed to liberate from the job site.

That is in no way odd or unusual for the industry, in fact it is standard practice. It is not that festool can't track those serial numbers. It is that they cannot shared that info with the person on the other end of the phone until they have verified somehow that the person on the other end is indeed the actual owner. That is literally the sole purpose of registering new tools, so that the owner is on file and then you simply need to give your identity.

If folks can't get that I worry for our society.

Offline threesixright

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Re: Festool’s customer service still sucks
« Reply #33 on: September 14, 2020, 08:10 AM »
That is in no way odd or unusual for the industry, in fact it is standard practice. It is not that festool can't track those serial numbers. It is that they cannot shared that info with the person on the other end of the phone until they have verified somehow that the person on the other end is indeed the actual owner. That is literally the sole purpose of registering new tools, so that the owner is on file and then you simply need to give your identity.

Yeah, I read you. Of course if there are S/N on the products then they most likely have a database with those numbers. We are not talking bank accounts? There are numerous easy ways of verifying (within reason) if you'r talking to the owner.

1. Call back on the number listed in the contact details
2. Send an email with some code or link
3. Create a personalised PIN code on your account page.
4. Etc.

If they can't figure it out, contact me.... [wink] Even my energy company just (stupidly) ask for my day of birth to verify its "me", wouldn't call that waterproof.

A better solution is to just have those products also registered as a warranty product, they anyway have that system already up & running.

If you wanna see ghosts, you see ghosts (FT that is I mean)

Offline Cheese

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Re: Festool’s customer service still sucks
« Reply #34 on: September 14, 2020, 02:33 PM »
That is literally the sole purpose of registering new tools, so that the owner is on file and then you simply need to give your identity.

Amen...just take 2 minutes out and register the tool. Done...3 years of warranty with just an email or a phone call.  [thumbs up]

Offline jaguar36

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Re: Festool’s customer service still sucks
« Reply #35 on: September 15, 2020, 02:36 PM »
It seems that I'm in the minority, but I think it sucks that you need a receipt/register the tool to get warranty work done.  It seems obvious as a way for Festool to limit their warranty costs, by screwing people who lose their paperwork.  Sure that's the way other tool makers do it, but Festool charges a premium and should be held to a higher standard.  If they would allow the warranty to be transferable, then they wouldn't have to verify that you are the original owner.  (While also increasing the resale value of the tools).  Of course this would increase their costs though.

Offline rmhinden

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Re: Festool’s customer service still sucks
« Reply #36 on: September 15, 2020, 02:55 PM »
It seems that I'm in the minority, but I think it sucks that you need a receipt/register the tool to get warranty work done.  It seems obvious as a way for Festool to limit their warranty costs, by screwing people who lose their paperwork.  Sure that's the way other tool makers do it, but Festool charges a premium and should be held to a higher standard.  If they would allow the warranty to be transferable, then they wouldn't have to verify that you are the original owner.  (While also increasing the resale value of the tools).  Of course this would increase their costs though.

I register my tools online.   They don't require a receipt for this, just the tool device number, serial number, where I purchased it, and date of purchase.  I haven't needed warranty service, but I assume if I register it, I am covered.

Bob

Offline threesixright

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Re: Festool’s customer service still sucks
« Reply #37 on: September 15, 2020, 03:14 PM »
It seems that I'm in the minority, but I think it sucks that you need a receipt/register the tool to get warranty work done.  It seems obvious as a way for Festool to limit their warranty costs, by screwing people who lose their paperwork.

Yes I think that too. All FT does is make tools for screwing, not tools to screw customers (AFAIK).

Warranty not transferable? Thats a US thing? Here (EU) its not a problem.

This whole discussion derailed pre much, apparently most people can't read (or refuse to understand what is the real probblem).....



Online SRSemenza

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Re: Festool’s customer service still sucks
« Reply #38 on: September 15, 2020, 08:17 PM »
It's a three year warranty. Without a receipt or registration of some type how do you prove the purchase date?



Seth

Offline threesixright

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Re: Festool’s customer service still sucks
« Reply #39 on: September 16, 2020, 01:44 AM »
It's a three year warranty. Without a receipt or registration of some type how do you prove the purchase date?



Seth
Normally they use the SN and check manufacturing date.


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Offline Alex

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Re: Festool’s customer service still sucks
« Reply #40 on: September 16, 2020, 02:04 AM »
It's a three year warranty. Without a receipt or registration of some type how do you prove the purchase date?
Normally they use the SN and check manufacturing date.

But what if a tool lays on the shelf of the dealer for years? Happens all the time. You still have a right to 3 years warranty from the date of purchase, even if the tool was manufactured 5 years earlier. Without a receipt, how would you proof that?

In fact, most tools are not sold the day they hit the dealer, but lay there for some time.

Offline threesixright

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Re: Festool’s customer service still sucks
« Reply #41 on: September 16, 2020, 02:07 AM »
It's a three year warranty. Without a receipt or registration of some type how do you prove the purchase date?
Normally they use the SN and check manufacturing date.

But what if a tool lays on the shelf of the dealer for years? Happens all the time. You still have a right to 3 years warranty from the date of purchase, even if the tool was manufactured 5 years earlier. Without a receipt, how would you proof that?

In fact, most tools are not sold the day they hit the dealer, but lay there for some time.
Without a receipt, you have bad luck. The only true way is registration or the receipt. If you have neither, it all depends who handles the claim then and if they have any mercy. We have seen here multiple case where tools where fixed outside warranty.


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Offline Alex

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Re: Festool’s customer service still sucks
« Reply #42 on: September 16, 2020, 03:14 AM »
Without a receipt, you have bad luck. The only true way is registration or the receipt. If you have neither, it all depends who handles the claim then and if they have any mercy. We have seen here multiple case where tools where fixed outside warranty.

Right! Better not leave it to luck, but fix your paper work, like with everything else in life.

Offline threesixright

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Re: Festool’s customer service still sucks
« Reply #43 on: September 16, 2020, 03:18 AM »
Without a receipt, you have bad luck. The only true way is registration or the receipt. If you have neither, it all depends who handles the claim then and if they have any mercy. We have seen here multiple case where tools where fixed outside warranty.

Right! Better not leave it to luck, but fix your paper work, like with everything else in life.
Yes. Unfortunately we are not all flawless like you. Thats real life....!


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Offline Alex

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Re: Festool’s customer service still sucks
« Reply #44 on: September 16, 2020, 04:34 AM »
Yes. Unfortunately we are not all flawless like you. Thats real life....!

Quite the over-exaggeration.

Keep it real please, putting your receipts in a safe place is NOT a hard thing to do. In fact, it is incredibly basic. Like tying your shoes.


Offline threesixright

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Re: Festool’s customer service still sucks
« Reply #45 on: September 16, 2020, 06:43 AM »
Yes. Unfortunately we are not all flawless like you. Thats real life....!

Quite the over-exaggeration.

Keep it real please, putting your receipts in a safe place is NOT a hard thing to do. In fact, it is incredibly basic. Like tying your shoes.
Whatever Alex.


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Offline jaguar36

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Re: Festool’s customer service still sucks
« Reply #46 on: September 16, 2020, 08:27 AM »
It's a three year warranty. Without a receipt or registration of some type how do you prove the purchase date?
If you don't have the receipt they should provide the warranty for 3 years from manufacture, easy.  If you have the receipt (or are willing to register your tools) then you get 3 years from purchase date.  Seems like a great solution to me.

Offline DeformedTree

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Re: Festool’s customer service still sucks
« Reply #47 on: September 16, 2020, 09:55 AM »
It's a three year warranty. Without a receipt or registration of some type how do you prove the purchase date?
If you don't have the receipt they should provide the warranty for 3 years from manufacture, easy.  If you have the receipt (or are willing to register your tools) then you get 3 years from purchase date.  Seems like a great solution to me.

There is no question of the manufacture date is within 3 years, but as others point out, the tool could be 3 years old before you even buy it.

A receipt should work just fine, it won't have the SN on it though.  For most folks, they don't own multiples of the same tool, so not a real issues.  For a case where someone does have say 4 of something, the simple answer is look to see if you have any receipts in that time frame, use that, even if it wasn't the one you bought say 2 years ago, but was one that was 4 years ago, festool isn't going to care. It's a small corner of warranty cases and could have just as easily been the brand new one.  If your new one breaks soon after the last one, they will know if someone is trying to "double dip" since they just processed a warranty for you.

Offline Cheese

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Re: Festool’s customer service still sucks
« Reply #48 on: September 16, 2020, 10:02 AM »
Not to send this thread in a different direction but I don't understand why it's so difficult to manage a few pieces of paper. You do it everyday when you put money in and take money out of your wallet.  [big grin]

When I purchase something on-line I'm sent a receipt, when I purchase something in-person I'm given a receipt.

The on-line receipt is put directly into the computer, the in-person receipt is scanned, added to a thumb drive and then it's also put into the computer.

Offline ChuckM

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Re: Festool’s customer service still sucks
« Reply #49 on: September 16, 2020, 10:25 AM »
Registration=Short-term pain (extra work online or by mail), Long-term gain (warranty until its expiry AND not at the mercy of whoever is serving me when I need help)

But if the item is not important or not high value, I don't bother. That means I may do only one registration or less a year (I am not a tool hoarder! [tongue]).
« Last Edit: September 16, 2020, 01:17 PM by ChuckM »

Online MaineShop

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Re: Festool’s customer service still sucks
« Reply #50 on: September 16, 2020, 12:36 PM »
Guys all this talk about receipts and how that is a hard expectation for people to be expected to keep them. I would just point out many of their customers are carpentry businesses like mine and we are literally required by law to keep all reciepts for at least 6 years. That may just be a USA thing. Trust me when the irs calls for your audit saying to are too lazy or disorganized doesn't go over real big. The point of the registration is that if you do it you don't need the reciept, if you don't do it and want free work then you need to have it to verify purchase, I can't believe this thread is still going.

Offline threesixright

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Re: Festool’s customer service still sucks
« Reply #51 on: September 16, 2020, 12:59 PM »
Not to send this thread in a different direction but I don't understand why it's so difficult to manage a few pieces of paper.
Well. Already done by others that are unable to read.  I guess most only read the last comment and thats spins this out of control.

Im not gonna repeat whats all said, except the problem is  NOT the OP doesn’t have the receipt(s). Those that have interest In what truly is/was the problem (its actually solved now by my under) I would encourage to read this thread from the start.


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Offline xedos

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Re: Festool’s customer service still sucks
« Reply #52 on: September 16, 2020, 01:45 PM »
I've followed this from the beginning with amusement and bewilderment.  Have yet to comment but I just feel the need to ask a few questions and mention a few points.

Has the policy changed with receipts with regard to warranty ? 

 I've been an owner since the Festo days when you used to get a green postcard to "register' your tool, and not once have I done so.   Nor, have I ever been asked to provide a "reciept" for warranty work.   And that includes two instances in which I had purchased a used or per-owned tool.   I've called in and instigated repairs online and never been asked for anything but a serial number.  Now, none of the tools that needed repair were that close to three years away from their build date sticker - so I suppose it was a no brainer it was under warranty as set forth in the terms of the policy.    Which brings me to:

Everyone who wants to claim warranty work has to meet the criteria set forth in the policy.


Doesn't matter if it's Festool or GE's power turbine division, you've got to follow the hoops they've spelled out no matter how bizzare, difficult or pointless you think they are or how much money you spent.

Festool's warranty goes with the tool regardless of whether it is with the orig. purchaser or not.

Has this changed ?   As I said above, I have had used tools repaired that I was not the original purchaser on.  No questions or issues. 

For any of you guys that bought an RAS recently - better register your ser. # or keep your receipt handy cause accd. to the build date - mine was out of warranty a year before I even took delivery of it from an authorized dealer.   [eek]

Offline Cheese

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Re: Festool’s customer service still sucks
« Reply #53 on: September 16, 2020, 02:40 PM »
For any of you guys that bought an RAS recently - better register your ser. # or keep your receipt handy cause accd. to the build date - mine was out of warranty a year before I even took delivery of it from an authorized dealer.   [eek]

I purchased my RAS new from Woodcraft on 7/2019. The manufacture date is 12/2015. So, if I hadn't kept my receipt and it needed service tomorrow, Festool would claim, and rightly so that it was 2 years out of warranty instead of actually having 2 years additional warranty left. Just register the tool and make your life easier.
« Last Edit: September 16, 2020, 02:42 PM by Cheese »

Online SRSemenza

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Re: Festool’s customer service still sucks
« Reply #54 on: September 17, 2020, 12:48 AM »


Fine, forget the receipt. 

I still don't understand why it is so difficult to pick tool that the charger probably came with.  If Festool says "no it doesn't match that tool" (which I doubt , I don't think they are matched by SN) , then pick another one.  Seriously, this can't be that hard.  Just do it already!

If it is "literally brand new"  how many tools do you have to pick from. I suppose we don't know. Maybe the OP purchased 20 new impacts for his company.


Seth
« Last Edit: September 17, 2020, 01:34 PM by SRSemenza »

Offline Cheese

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Re: Festool’s customer service still sucks
« Reply #55 on: September 17, 2020, 01:12 AM »

Fine, forget the receipt. 

I still don't understand why it is so difficult to pick tool that the charger probably came with.  If Festool says "no it doesn't match that tool" (which I doubt , I don't think they are matched by SN) , then pick another one.  Seriously, this can't be that hard.  Just do it already!


This is absolutely the best post I've seen in my 6 years as as a member or as my 5 years as a lurker. The statement...Fine, forget the receipt...just makes me howl.  [big grin]  [big grin]  [big grin]  This definitely makes my evening and will make me smile well into tomorrow.  [big grin]

To think how much time has been spent on a situation that is so simple to correct.  It rather reminds me of the Eagles tune "Wasted Time".

We're all born with a shovel...we can either dig ourselves into a hole or out of a hole...that all depends upon the operator of the shovel.

Offline CeeJay

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Re: Festool’s customer service still sucks
« Reply #56 on: September 17, 2020, 02:22 AM »
Agreed. Nearly as good as the great Boom Arm saga.....


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Offline DeformedTree

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Re: Festool’s customer service still sucks
« Reply #57 on: September 17, 2020, 12:13 PM »

We're all born with a shovel...we can either dig ourselves into a hole or out of a hole...that all depends upon the operator of the shovel.

Thanks for reminding me to send my mother's uterus a thank you card.

Online SRSemenza

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Re: Festool’s customer service still sucks
« Reply #58 on: September 17, 2020, 01:36 PM »
OK, so just for info purposes I checked my chargers for SN #s.  My TCL6s both are 2020 manufacture and they have different SN from each other and also different from the tools they came with. Since the charger numbers are different from each other  they could be matched to the tool.

I still just don't see this as an insurmountable problem.

Seth

Offline BCConstruction

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Re: Festool’s customer service still sucks
« Reply #59 on: September 18, 2020, 07:08 PM »
Just to clear things up here because it seems some are confused. I have all the receipts for the tools. I only contacted my dealer to see if they could figure out which charger went with which tool as I have purchased chargers that didn’t come with tools. The receipt is not the issue. The woman asking me for the receipt that come with that tool and charger combo is the issue. I really don’t know. But someone from another page I used to frequent emailed me and said use the online system as it won’t require that. I used it and it didn’t require me to a supply a receipt when I put the serial number in. It didn’t have a specific section for a charger so I had to input the details as a tool. They gave me my shipping label. It hit shipped today so who knows what will happen from now but it shouldn’t be this much hassle to get a charger replaced. It’s a darn charger not a $700+ tool. Sone know my issues with Festool on here and some don’t but I have a lot of their tools and it’s been some of the worst reliability and service I have ever known from a tool company. They literally suck. I have as many Makita tools that have had 1/10 the failures and they get abused compared to the Festool and Makita gave me a new drill which might I ne room was bought in the US shipped to the UK then taken to the US and then exchanged in the US. They went above and beyond with no receipt as the serial number told them everything they needed to know. At the time there was not even warranty in that tool when shipped from the US.

But anyway I will update in next few days.