LumberJocks Woodworking Forum banner

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

1K views 7 replies 7 participants last post by  RobinDobbie 
#1 · (Edited by Moderator)
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.
 
#6 ·
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.
 
#8 · (Edited by Moderator)
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.
 
This is an older thread, you may not receive a response, and could be reviving an old thread. Please consider creating a new thread.
Top