Festool does not stand behind items damaged during shipment
I am outraged with Festool. I purchased a $1600 track saw through Rockler that was drop shipped directly by Festool. When the saw arrived it had been dropped during shipment, causing damage to the systainer (hard resin case) through the shipping box. I have reached out to Rockler who has been talking to Festool. Festool agrees to replace the systainer but will not exchange for a new track saw. This is a precision tool and very likely is no longer correctly calibrated after being dropped so hard. Nor can I check the accuracy of the tool without using it, which would definitely make it non-returnable. At this time, my only option is to PAY for shipping to return my damaged item. I am beyond disappointed with Rockler and Festool. I thought they were both reputable companies but this is unacceptable customer service.
Sarah Manzano
Great tools until they are not…
Great tools but don't send anything in to be repaired. My repair quote came in at the same price as a new unit. Fair enough their parts are very expensive so I didn't proceed and I asked for my extactor to be sent back to me. It was, but missing parts. Customer services were useless and explained that a part was throw away, even though it wasn't one of the damaged parts. They seems suprised that I wanted all of my machine back and were totally unapologetic for having thrown some of my extractor away and just sending me some of it back. I've spent thousands on Festool over the years and this lack of respect for customers has totally put me off them.
Marc Delon
IBuy ONLY GERMAN MADE FESTOOL have more than ten festiols and I am…
I have more than ten festiols and I am very satisfied with the performance through the years. My issue is with Festiol parts made in Czech republic for LS130. Those parts are still in the original package and are no good although they were never used. Another part # 490780 for the same tool but made in Germany is in perfect condition. MY ADVICE IS MAKE SURE THAT THE FESTOOL TOOL OR PART FOR IT IS MADE IN GERMANY. I wish I can add pictures but I don't see it possible.
Georgi Petrov
Terrible customer service
Terrible customer service. I've been using festool for many years. Got the new tsx12 after my old one had given me may years of use. Straight out of the box there was a noticeable wobble in the bit. When I brought it into my local dealer they replaced it with a non faulty one straight away after noticing the issue. I also sent a video to festool customer service and they said it was not normal. 5 months later I get a call from there repair department. Not knowing that I had gotten a replacement he tried to deny there was any problem with the tool and that it was normal to have a wobble. I've been a cabinet maker and kitchen assembler for over 25 years , use many drills and never had any wobble issues. He said I must never had used a drill before and the wobble was normal on drills. When I told him I had received a replacement because the fault had been acknowledged he didn't know what to say. Expected more from festool, if this is the way the company has gone, especially at the price they charge it will be the last time I buy anything from them. Extremely unprofessional and obviously service and quality is gone down hill
dave
I bought a sander with a cash back…
I bought a sander with a cash back offer of £100 , I applied and was told I’d receive it but it hasn’t arrived. Festool have ignored 6 calls and emails to send the money. They’ve just refused to send it all together. The staff are rude and arrogant. I’ve spent my life buying Festool possibly £25000 and they scam me for £100 never again Festool!!! You lost a valuable customer!!
john mcmullen
Avoid buying these tools
Avoid buying these tools, we are a repair centre and the spares waiting time is mad, they used to be brilliant and hardly any for repair, but it looks like there quality control and customer service has fallen down somewhere, would not now recommend
Alan
Dealing with costumer service is a pain…
Dealing with costumer service is a pain in the neck!!! They stopped responding my email after I sent part numbers and pictures needed for warranty claim. The worst costumer service I have dealt with, great tools poorly costumer service!!
Javier Cayetano
You'd think they have a great customer…
You'd think they have a great customer service for at this price. Think again, people at CS is beyond imaginable. No reply on email nor answers call within a 5min. One time they hung up the phone on me. I tried to complain about specific guy but, they won't give me the names of supervisor or the manager. It's just horrible.
Brendan
festool planex lhs 2 interface-pad …
festool planex lhs 2 interface-pad works for few days then pads breaks appart they are poorly designed when other workers are looking at it and came up with better solutions to the problem... get with the program festool if not gonna loose great customers...
jacques loiselle
Electric shock…
Very disappointing experience with Festool. If you are using the separate cable be careful. The spigot on the end of the power cable that goes into the appliance actually broke without my knowledge. It was left in the machine, hence leaving the power supply coming through the lead totally exposed. I received a serious electric shock off the lead (and ended up in hospital needing an ECG). When I saw the exposed power prongs I could not believe it, I then looked everywhere for the plastic spigot/tip, could not believe it when I eventually found it IN the machine. This is a serious safety issue. Festool UK and Germany thoroughly uninterested and dismissive, virtually no support off them. They did send two replacement leads but no other interest other than trying to get the tool off me to "inspect it". No offer of courtesy tool. The fact that this issue could kill someone is seemingly not a problem to them. I have told them I will not be providing them with the lead as it is now in the hands of Trading Standards and will be given to them. I do not trust Festool to use any evidence intelligently, but if Trading Standards are happy handing Festool the lead that is fine. Overpriced and extremely dangerous. Hopeless customer service, though they are quite interested in making you sign up to their ridiculous app/club/registration at the start....after which they drop you like a hot brick. Never again..... I can not emphasise enough how horrific Festool's service (and tools) are.....
John Adamson
Slow and unreliable pickup of broken tools.…
My new Festool table saw conked out after a month . The service I got was abysmal. Eventually I got the tool back fixed and as it was under 3 yr warranty it was free. Festool used to have great customer serving i have noticed their c customer service is very poor now . Especially the courier service . 2023 December
John Anthony Richardson
The txs screwdriver stopped working…
The txs screwdriver stopped working after 3,5 years It was used correctly and just a couple a times.The reparation cost me almost like a new machine!It’s a nice machine to handle but poor quality and very expensive to repair.I Think the guarantee should have recover this or at least that they should have a dicent price setting on the reparation
Rickard Almqvist
Terrible Customer Service
I agree with other reviewers stating the poor customer service at Festool. Bought a $1,200 tool from them and shortly after reached out for support, first by email and got a canned response. Then called and Festool rep was rude and dismissive and unwilling to even offer support. Funny thing was my next call was to my cellular service support (unrelated to Festool) and expecting a long wait for a difficult call and amazed at how easy and helpful the cellphone customer service was compared to Festool. My first Festool purchase and hopefully my last.
Ryan McCluskey
I purchased two new batteries Air…
I purchased two new batteries Air stream 18v 5.2.I have had them just over two years very little use.They no longer charge. Sent the for repair they cant be repaired ? What a load of crap. I have had other makes like Milwaukee, for 7 or 8 years still working,Customer service don’t want to help. But they want to charge me for two new ones more than i can buy online ?Spouse to be the best tools out there I don’t think so.
Shaun
Festool 8aH Battery Energy Set
**Only Buy If You Don't Want A Festool Warranty**Whilst it's a great bit of kit you really need to be aware FESTOOL DO NOT ACCEPT IT'S 'A TOOL' AS FAR AS THEIR 3 YEAR WARRANTY IS CONCERNED. I had this confirmed by email from their customer support people..... very disappointing!!!!!
Ray Kemp
High Price, terrible customer service
Worst customer service I have ever encountered. My CT Midi doesn't work correctly. Manual and auto switches on the vacuum right away. Since it is out of warranty they said to send it in. they would not diagnose problem or even give me a hint. I live in Hawaii and would have to send it by air to Indiana and back. So I ordered every part, plug, switch and circuit board. Hooked it up and nothing changed, still doesn't work properly. Called them up and no one would help, just told me to send it in and pay them a $1/minute and they would let me know how much the repair will cost. I thought when I bought this high priced tool it would have great customer service. I was wrong. I will never buy another Festool again. I hope someone else sees this post before Festool deletes it
Victor Pilolla
cheap material for HIGH PRICES and bad customer service
We bought an "industrial" hoover for our carpentry and the accessories broke after a few months, but the funniest thing is that only after they broke did we notice the poor quality with which they are manufactured (especially if compared to conventional home hoovers) . they changed two parts after much struggle and the main part they left unsolved, that is, we do not have a hoover and we will not buy the accessory again from the brand because it will break in days .... They are a very strong brand in sales and MKT but they promise more than what they do ... not to mention the price of the equipment . a shame .
Alexandre Caldas
Disgusting customer service
Totally disgusting customer service. I've contacted customer service three times in 8 days asking for a saw to be picked up and the saw is still here. How hard can it be! I called today at 3pm and they've close early on a Friday but not done the work that should have been completed. Surely everyone knows you can't go home when the work is incomplete.
Customer: Stuart M
De Festool ETS EC 150/3 EO
We tried different other machines, but all were bulky and heavy, with a lot of dust and hurting your hands or arms.This Festool ETS 150/3 for sanding the walls is worth every penny. I write this review after 3 months of very intensive daily use, it still works as new.It is the newest model - very light and handsome -, but already I cannot without this quality tool anymore.
August Gauw
Too complicated took far to long to…
Too complicated took far to long to register tool. More than an hour. In fact it is still not registered
Shane Farnish
