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Harbor Freight and Festool customer services

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Forum topic by dad2jj82 posted 10-20-2018 02:50 AM 2471 views 0 times favorited 26 replies Add to Favorites Watch
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dad2jj82

41 posts in 1787 days


10-20-2018 02:50 AM

So I decided to make an MFT style too. After looking at different options I settled on dominofix and a festool 20mm boring bit. I also had to snake my drain out and bought a power auger from harbor freight. Long story short. The festool 20mm bit was oversized around .13mm, causing dog holes to be almost 20.20mm. Way to large for dogholes. I emailed festool about it last Saturday. No response. I paid 70$ for precision. I did not get that nor did I even get a response back from festool.
Harbor Freight drain snake broke on me. Called Harbor Freight they told me to throw it away and they refunded my money no questions asked. For what festool charges for their stuff I would expect it be nearly perfect, and if it is not to stand behind their products and make it right. Maybe they should take a page out of harbor freight customer service.Domino and Ct26 will be last product I wil ever purchase from them.


26 replies so far

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lumbering_on

563 posts in 662 days


#1 posted 10-20-2018 02:56 AM

It’s rather sad to think the company known for cheap tools is better at customer service than one that’s supposed to be a premium tool company.

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dad2jj82

41 posts in 1787 days


#2 posted 10-20-2018 03:02 AM

I agree lumbering on

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WoodenDreams

206 posts in 83 days


#3 posted 10-20-2018 03:12 AM

I’ve heard that from some of the quality name brands. Harbor Freight has exchanged some of my tools no questions asked. A policy that keeps their customers going back. Grizzly customer service through their 800 number has been very helpful before and after the purchases. Also at Sam Houston Equipment, a local tool supplier in South Dakota, is great for answering questions before & after my purchases. Seems like they’ll do everything possible to keep a return customer. Knock on wood I’ve been fortunate.

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Aj2

1785 posts in 1970 days


#4 posted 10-20-2018 05:37 AM

If you guys keep supporting Horror Freight the will never go away.
Its take about 10 mins to mill up dominoes. More then one can use in a day. Square corners work just fine.
Freshly made ones always fit better.

-- Aj

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dad2jj82

41 posts in 1787 days


#5 posted 10-20-2018 12:11 PM

With all due respect AJ why should we stop supporting them?They stood behind a product that malfunctioned. Festool did not. I have bought plenty of tools from them that have worked out great. The success rate with harbor freight is equivalent if not better than I’ve had at festool. I’ve bought three tools from festool and one hasn’t worked. So a third of the things from festool don’t do what they supposed to. Harbor freight stuff one or two things out of years of stuff.

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EdDantes

33 posts in 83 days


#6 posted 10-20-2018 01:06 PM

I’ll never understand the derision HF gets. At this point it’s no secret you’re usually trading quality and/or bells and whistles for price…they arent trying to fool people. And many situations, that’s ok. For the hobbyist/homeowner, a set of Pittsburgh ratchets is going to work just as well as some Wera/SnapOn/etc. Not only that, but HF stuff is actually seeming to improve unlike other companies. This is like bitching about people who buy Grizzly because they’re not buying Felder.

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AHuxley

818 posts in 3494 days


#7 posted 10-20-2018 01:10 PM

A couple of things.

First, one of the “good” benefits of Festool’s fixed pricing it allows you to pick the dealer based on service and not price. While we have gotten away from holding dealers accountable and often go directly to the company with Festool your dealer should always be your first stop to help you diagnose an issue and guide the next step. This is one reason I suggest people consider Bob Marino for Festool purchases unless they have a good local dealer. I have had Uncle Bob replying to my emails after 10pm (his time) on a weekend. Festool relies on their dealer network.

Second, while I will agree if companies have email addresses they should promptly reply to them but the reality is that you almost always get a quicker and usually better response when you call vs email. Festool USA’s number 1-888-337-8600

While you should absolutely have heard back from Festool now and in the future use your dealer (that’s what you pay them for) and if you need to contact Festool directly call them.

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dad2jj82

41 posts in 1787 days


#8 posted 10-20-2018 01:38 PM

I have used Bob Marino.He did answer my email late on Friday night as well. I don’t fee like I should have to go through a dealer. I know the problem and festool can answer me just as well as they can answer a dealer.That said I might try and get ahold of Bob. I work seven days a week usually with two or three 12 hour days in there. I don’t have time to wait on hold for someone to transfer me six times. For the amount of money you pay for festool I should be able to have an email responded to. A phone call is not needed this 2018.
To me it just adds to Festool snobbery. Adding a middle man is old way of thinking. I had a Milwaukee router that I just bought and the plunge base was not milled correctly. I emailed Milwaukee and with in the hour they had a new on the way that arrived in two days. I will never justify a company because of there pricing. You either deliver or you don’t. Harbor Freight Tools or Festool. BMW or Kia.

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Aj2

1785 posts in 1970 days


#9 posted 10-20-2018 01:55 PM

We have this harbor Freight discussion occasionally. Some like them but I don’t. I think the tools they sell are throw away garbage.
I used to buy glue brushes there, not anymore the bristles fall out . It not worth my time to return anything from that stinky store.
Comparing them to festool is absurd

-- Aj

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waho6o9

8478 posts in 2749 days


#10 posted 10-20-2018 01:58 PM

http://festoolownersgroup.com/festool-tool-reviews/

Maybe post your issues with Festool on their board and hopefully you’ll get some results.

Best of luck.

View AHuxley's profile

AHuxley

818 posts in 3494 days


#11 posted 10-20-2018 02:03 PM

First, I don’t think you should have to go through a dealer either, but I see dealers differently than you do. In today’s world, I see a well educated and responsive dealer network as one of the perks of a premium product.

I only mentioned calling because you specifically said you called HF.

Again, you should have heard from Festool, period. I will say IME it is odd, Festool is known for quick and effective CS, this doesn’t mean they don’t drop the ball on occasion which I think they clearly did this time.

None of this fixes your problem though since you don’t have time to call during their business hours email Festool again and email the dealer that sold you the bit, give them the opportunity to work for and secure your future business whether it is for Festool or another brand.

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AHuxley

818 posts in 3494 days


#12 posted 10-20-2018 02:06 PM



http://festoolownersgroup.com/festool-tool-reviews/

Maybe post your issues with Festool on their board and hopefully you ll get some results.

Best of luck.

- waho6o9

If he is going to post on FOG this would be the more appropriate sub-forum:

http://festoolownersgroup.com/festool-tool-problems/

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waho6o9

8478 posts in 2749 days


#13 posted 10-20-2018 02:11 PM

Right on, thanks AHuxley!

Call Uncle Bob Marino : 1-866-FESTOOL (337-8665) he’ll get r done I bet.

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dad2jj82

41 posts in 1787 days


#14 posted 10-20-2018 02:15 PM

AJ I compared customer service. So I don’t think that is absurd. Harbor freight has had better customer service. At least in the one time I had to use them and Festool.Harbor Freight responded, Festool didn’t. What I feel is absurd is the Festool charging what they do and not backing it up. If I can find a way to return that 20mm boring bit to festool I will. Harbor Freight Tools gladly refunded my purchase. Told me to just throw it away. I will devote more effort to get through to festool and see where that gets me. I’m sure phone tag emails and postage will be involved. Like I said I had the domino joiner and ct26. They worked fine. The 20mm boring bit made almost 20.20 dog holes. Far from accurate. I am ok with a product not working. However if it don’t I do expect help from company regardless of price. I am glad you are happy with them. However 33% of the products I have bought from there did not perform, I’ve bought hundreds of dollars worth from harbor freight. Snake broke refunded money within hour. Ratchet screwdriver with change able bits magnet cane loose. Exchanged no receipt needed.

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dad2jj82

41 posts in 1787 days


#15 posted 10-20-2018 02:23 PM

Good looking out waho6o9 and Ahuxley

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