LumberJocks

Has anyone here gotten a hold of Festool via email? Been over a week and nothing.

  • Advertise with us

« back to Power Tools, Hardware and Accessories forum

Forum topic by RobinDobbie posted 07-16-2015 05:56 AM 695 views 0 times favorited 7 replies Add to Favorites Watch
View RobinDobbie's profile

RobinDobbie

133 posts in 1198 days


07-16-2015 05:56 AM

Have an issue with my Festool Domino XL. After having spent all that, figured I could ask the manufacturer about it, directly. I used Festool’s US website to send a message on the 6th. Immediately got an automated response. Nothing since, from a human. Sent a second message last week on Friday afternoon. Again, immediate automated confirmation. Yet. nothing from a human, so far. The second message I sent on their international site, although they did have an option to choose which country. I of course chose the US, but the automated response was different than the US response.

I’m aware that they have their own forum, but again, I just wanted to go straight to the manufacturer. This is the most expensive tool I’ve purchased, and even for professionals, I think almost $1400 is not insignificant. And I also think being completely ignored is worse than the issue I had to begin with.

So aside from learning German, getting my passport, and visiting their HQ in-person, I guess I’ll have to get on their forum and rely on some people who aren’t being paid to help me with something that’s supposed to have a 3-year warranty. Not the worst thing in the world, but not what I expected I’d have to do, given the image I had of Festool in my mind.


7 replies so far

View Redoak49's profile

Redoak49

1951 posts in 1452 days


#1 posted 07-16-2015 12:31 PM

I would give a call to the one in Indiana and you can fin d a number at Festoolusa.com.

888-337-8600

I have called there and gotten excellent help.

View conifur's profile

conifur

955 posts in 615 days


#2 posted 07-16-2015 01:00 PM

Have you checked your spam folder?

-- Knowledge and experience equals Wisdom, Michael Frankowski

View waho6o9's profile

waho6o9

7172 posts in 2040 days


#3 posted 07-16-2015 01:34 PM

Call them

View Julian's profile

Julian

1037 posts in 2154 days


#4 posted 07-16-2015 03:04 PM

I have had the same experience with other companies. Companies have websites with a “contact us” option but then do not respond. Very poor customer service especially when you spend that much money on one tool.

-- Julian

View MrRon's profile

MrRon

3926 posts in 2707 days


#5 posted 07-16-2015 05:05 PM

It is not common to be able to contact a manufacturer directly. Very small companies, yes, but not large companies. That’s why they have forums and company representatives. If you were to contact Ford or GM, I don’t think you would get a reply directly from a company official or chief engineer.

View copcarcollector's profile

copcarcollector

254 posts in 1581 days


#6 posted 07-16-2015 06:14 PM

Call them. The service number is listed right on many of their tools.

I just called them this past Monday about a drill, got right to a live person in about a minute. I did send my drill in for service, but talking to a live human at Festool in Indiana was super easy to do.

View RobinDobbie's profile

RobinDobbie

133 posts in 1198 days


#7 posted 07-16-2015 07:22 PM


I would give a call to the one in Indiana and you can fin d a number at Festoolusa.com.

888-337-8600

I have called there and gotten excellent help.

- Redoak49

Thanks! I’ll give them a call later in the day.


It is not common to be able to contact a manufacturer directly. Very small companies, yes, but not large companies. That s why they have forums and company representatives. If you were to contact Ford or GM, I don t think you would get a reply directly from a company official or chief engineer.

- MrRon

I don’t need the chief engineer. I’d love to give him a piece of my mind, but I’m sure he was just doing what the CEO told him to do.

Regardless, if a company has no plans to contact people, they shouldn’t have multiple sites giving customers the ability to email them, and then promise a reply in 2 normal business days. If I’d known I wasn’t going to get an email reply I would be a week and a half closer to having this fixed.

Have your say...

You must be signed in to reply.

DISCLAIMER: Any posts on LJ are posted by individuals acting in their own right and do not necessarily reflect the views of LJ. LJ will not be held liable for the actions of any user.

Latest Projects | Latest Blog Entries | Latest Forum Topics

HomeRefurbers.com