Author Topic: Festool’s customer service still sucks  (Read 3567 times)

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Offline BCConstruction

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    • 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.

Festool USA does not pre-approve the contents of this website nor endorse the application or use of any Festool product in any way other than in the manner described in the Festool Instruction Manual. To reduce the risk of serious injury and/or damage to your Festool product, always read, understand and follow all warnings and instructions in your Festool product's Instruction Manual. Although Festool strives for accuracy in the website material, the website may contain inaccuracies. Festool makes no representations about the accuracy, reliability, completeness or timeliness of the material on this website or about the results to be obtained from using the website. Festool and its affiliates cannot be responsible for improper postings or your reliance on the website's material. Your use of any material contained on this website is entirely at your own risk. The content contained on this site is provided for informational purposes only and does not constitute professional advice.


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?

Online 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

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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.

Online Cheese

  • Posts: 7675
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

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    • 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.

Online Cheese

  • Posts: 7675
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: 1980
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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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

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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: 60
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

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    • 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: 60
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: 1980
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

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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: 1980
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.

Offline 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

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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.

Offline 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

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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. 

Offline threesixright

  • Posts: 571
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.



Festool USA does not pre-approve the contents of this website nor endorse the application or use of any Festool product in any way other than in the manner described in the Festool Instruction Manual. To reduce the risk of serious injury and/or damage to your Festool product, always read, understand and follow all warnings and instructions in your Festool product's Instruction Manual. Although Festool strives for accuracy in the website material, the website may contain inaccuracies. Festool makes no representations about the accuracy, reliability, completeness or timeliness of the material on this website or about the results to be obtained from using the website. Festool and its affiliates cannot be responsible for improper postings or your reliance on the website's material. Your use of any material contained on this website is entirely at your own risk. The content contained on this site is provided for informational purposes only and does not constitute professional advice.


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.

Offline MaineShop

  • Posts: 55
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

  • Posts: 571
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)

Online Cheese

  • Posts: 7675
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).....



Offline 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.

Online 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 »

Offline 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]

Online 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 »

Offline 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 »

Online 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.

Offline 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.