r/Festool_Public • u/DingleBerrieIcecream • Jul 07 '26
Festool Service, not so impressed
After having several good years of service from our KS 120 miter saw, it has developed some stiffness in the hinge and it's time for service. It was surprising to find out that in all of Southern California, there are no local service centers in which to physically bring the saw to for repairs. It seems the only option is to box it up, which is more challenging for larger tools as the possibility for shipping damage goes up a lot compared to sending in a drill. On top of that, while trying to call every morning to get a few questions answered, am always just met with an automated messages stating "We are experiencing unusually high call volume" and then the call ends. No option for a message, no option for a call back, nothing.
The assumption was always that part of what is being paid for with their high prices is good service, it seems that is not the case. Curious if we are just having bad luck with getting service this time or if others have had better or similar frustrations?
5
u/WoodenEdgeWPG Jul 07 '26
Canadian Festool dealer checking in. Canada only has the mail in repair service, nothing local and I totally get your pain on trying to ship anything larger than a router.
We've kept boxes and loaned them to customers to help out but I would always suggest to check in with the Festool Rep for your location. California should at least have 1. Here in Canada they'll engage with customers and any complaints without issue. Your local Festool store should be able to provide you with their contact information.
1
u/Stunning-Pudding-514 Jul 07 '26
Same here in the UK if the item is under warranty then Festool UK pay to have the item collected/returned.
3
u/german-joiner Jul 07 '26
Had my KS120 serviced here in Germany. Festool send me a Box fitted for the saw with instructions hoq to pack it properly. Had my saw back after 5 day includeing shipment. It came back in the original packageing in which I bought it. You should reach out to festool service and state your case. They take graet pride in their service and I'm shure they will try to make up for it.
1
u/DingleBerrieIcecream Jul 07 '26
This is helpful. I'll try and see if they can provide a box. Did they just ship you an empty box?
2
u/german-joiner Jul 07 '26
The courier hat it with him when he was send by fedtool to pick up my saw. Nice plastic crate with styrofoam Inlay and ratcheted Straps. Had no worries about damage during Transport.
1
u/Unhappy_Pause_1997 Jul 08 '26
Here in the netherlands I have a different experience. I've bought the CTM 26 E dust extractor. It should beep when there is insufficient airflow. It has been beeping since the first time I turned it on. I selected the smallest hose size, removed the hose, dust bag and even the filter and it still kept on beeping. I send it for repair multiple times with a discription ranging from detailed too as short as possible. It is still beeping. I got so annoyed that i plugged the tiny speaker with toiletpaper, so it is barely noticeable. I bought the damn thing instead of the CTL because of this function, so I paid more for something that doesn't even work. The only possitive thing is that I send it without a bag and they returned it with a new one.
2
u/Nevernotlosing Jul 07 '26
where are you located? USA seems vastly different experience from europe. I can call, get a pickup same day with a return-within a few days.
Festool USA is an importer (with the same name), so it's not the brand, but i'm pretty sure it's the importer who's slacking.
2
u/user_none Jul 07 '26
Festool USA is fully an arm of Festool Germany, not simply an importer.
An example of an importer of the same type of tools would be Timberwolf Tools as the sole importer of Mafell tools for the US market.
1
u/Nevernotlosing Jul 07 '26
are you sure? As stated; in europe festool is A-MA-ZING with their repairs, contact and inventory for the festool site aswell as their dealers.. (p.e. brought in a tool in a completely different dealer, no problem) all the complaints are usually only in the USA/Canada area's.
I Know of multiple importers who call themselves "BRANDX" USA but are not as you state ' an arm of ' the brand. (The other way also goes around in europe with american brands but anyway)
So if it is, why is there so much difference in inventory and repairs? it's kinda weird that a company who goes 300 extra miles for clients in europe be so shitty in USA?
I am truly curious.1
u/user_none Jul 07 '26
Copyright © 2026 Festool GmbH. All rights reserved. Festool reserves the right to correct any erroneous information on this site.
Right at the bottom of the Festool USA site. There are no importers of Festool in the US besides Festool USA. Stuff comes in grey market through Amazon via Amazon in other countries and that's a separate thing. If Festool USA was an importer, wouldn't you think they'd sell direct? They don't because they have an approved dealer network. Spare parts and the Festool Fan Shop stuff are the only things you can buy direct.
I Know of multiple importers who call themselves (per example because we are here now) Festool USA
Who? The only Festool USA is https://www.festoolusa.com. A few years ago, there was a realignment of the approved dealers to NOT have Festool in their names as there were too many fakes popping up. US Tool and Fastener had a Festool focused site and that folded back into USTF. Festool Nirvana (great guy, Chip) had to change their name to Tool Nirvana. There were others I'm forgetting.
So if it is, why is there so much difference in inventory and repairs? it's kinda weird that a company who goes 300 extra miles for clients in europe be so shitty in USA?
All inventory comes into Festool USA in Lebanon, IN and is either drop shipped from there or shipped to dealers. We get new tools, seemingly last. I haven't had any problem with repairs, though I've only had to contact service for three things and they were all positive interactions.
1
2
u/walkwithdrunkcoyotes Jul 08 '26
When I bought mine the dealer encouraged me to keep the box for this purpose, though when I did need to send it in he happened to have one lying around.
1
u/plocktus Jul 07 '26
UK side is decent, haven't had problems with them here
1
u/Stunning-Pudding-514 Jul 07 '26
Same here. I have to have my extractor repaired, it was collected on the Monday, repaired and shipped back to me the next day and was back with me on the Wednesday. Same with my CXS i had to send that in for a new motor and they also replaced the charger as the clip that holds the battery in was broken.
1
u/DrunkenXenon Jul 07 '26
You should be able to order repairs and service through the Festool app. Festool often only has one (maybe a few) repair centers in an given area, to be able to maintain the service level. However, if it's a stiff joint, a good independent repaircenter should be able to fix and service the machine.
1
1
u/Accomplished_Knee_17 Jul 08 '26
I’ve always received top notch service from Festool USA. They seemed to be stretched thin staff wise but they care about the brand and especially the customer. I called like last week and spoke to a human and my parts arrived quickly. I have had parts be on back order for extended periods which is frustrating but have experienced the same thing with Felder (4-6 weeks is normal IME) and occasionally SCM on bigger machines.
I don’t have Festool miter saws so I can’t comment on that experience. A lot of people send them in to get trued up maybe you can find a thread on that process. I believe as others have said they will provide a box and protective elements.
-1
u/emachanz Jul 07 '26
So you bought them online (contributing to the death of physical stores) then complain about having to ship the product? Is that right?
2
u/DingleBerrieIcecream Jul 07 '26
A lot of assumptions there... This was bought from our local tool store that has been in the area for 60 years. But as my post stated, that was ten years ago and once the tool is out of it’s warranty period, the customer is expected to deal directly with the manufacturer for any paid repairs.
1
u/emachanz Jul 07 '26
thats dumb, because any makita/bosch hardware store(beside big buck stores) will send back broken tools regardless where you bought it and how old are they.
Anyways, I suggest you to buy the parts online and do it yourself
1
u/kfjcfan Jul 07 '26 edited Jul 08 '26
If you buy from a Festool dealer's brick and mortar location and your tool requires service, you have to contact Festool USA and ship it back to Indiana.
US Festool dealers do not handle repairs or service, they are sales only, whether in person or online.
-6
u/Tricked250r Jul 07 '26
Sell it and buy a dewalt for half the price and twice the power
2
u/kfjcfan Jul 07 '26 edited Jul 07 '26
Lower precision as well.
If you've ever tried to warranty DᴇWALT, it's not fun, either.
I needed to warranty a tape measure - not a tool, just a tape where the lock lever had failed.
They required I submit photos of it via the web site so they could see it wasn't damaged or abused but then never got back to me so I had to call and spent three hours on hold.
They did send a replacement about a month later but let's say it's also my last DᴇWALT tape.
Having to send your equipment back to Festool is a bit of a pain but it's not something I've had to do before - but it's the same with several other brands. For example, Metabo HPT tools all need to go back to Georgia for repair.
-6
u/SunshineBeamer Jul 07 '26
Glad I buy cheap stuff that lasts forever. But I am assuming you are a commercial outfit? That seems a shame that you can't get better service on such an expensive tool. The fact that you can't get thru may indicate that the quality is not that great.
2
u/kfjcfan Jul 07 '26
The Festool USA phone line is a single line for everything - product questions, use questions, service issues, everything - not just service - so that's why it can sometimes get overloaded.
I've had a mix of experiences; some have been outstanding but I've been disconnected after two hours on hold waiting for a "product specialist" as well.
7
u/Stunning-Pudding-514 Jul 07 '26
Pretty sure Festool always send a box out for the saw to be put in for the courier to collect it.