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Harbor Freight and Festool customer services

by dad2jj82
posted 10-20-2018 02:50 AM


26 replies so far

View lumbering_on's profile

lumbering_on

578 posts in 879 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.

View dad2jj82's profile

dad2jj82

41 posts in 2004 days


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

I agree lumbering on

View WoodenDreams's profile

WoodenDreams

603 posts in 300 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.

View Aj2's profile

Aj2

2269 posts in 2187 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

View dad2jj82's profile

dad2jj82

41 posts in 2004 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.

View EdDantes's profile

EdDantes

71 posts in 300 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.

View AHuxley's profile

AHuxley

874 posts in 3710 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.

View dad2jj82's profile

dad2jj82

41 posts in 2004 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.

View Aj2's profile

Aj2

2269 posts in 2187 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

View waho6o9's profile

waho6o9

8648 posts in 2966 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

874 posts in 3710 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.

View AHuxley's profile

AHuxley

874 posts in 3710 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/

View waho6o9's profile

waho6o9

8648 posts in 2966 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.

View dad2jj82's profile

dad2jj82

41 posts in 2004 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 2004 days


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

Good looking out waho6o9 and Ahuxley

View diverlloyd's profile

diverlloyd

3504 posts in 2246 days


#16 posted 10-20-2018 02:36 PM

Dad funny you mention car companies. I had two coworkers buy brand new cars and we bet on who would get to drive them more. One a Bentley and the other a jeep. We seen the Bentley once and the key stopped working,then the tranny stopped. The jeep leaked oil from every area it could( it marked its territory). The Bentley ended up lemon lawed and the dealership told the jeep owner that oil leaks are normal. He owned it for 8 months and drove it 5 times the rest of the time it was at the dealership being fixed. He was to in love with his jeep to let it go. Just thought I would tell the story.

Harbor freight has great service because they understand that their quality isn’t top notch but that is what your paying for. Festool thinks their tools are perfect so why have great service when your tools are perfect. All tools will will fail with parts being made out of house. So it comes down to which is dumber. Just dumb enough to know they are dumb or to dumb to realize that they are dumb and think they are the most smartest( gramical fail intended). Price doesn’t equate to quality. Another short story. I worked at a place doing some repair work. This company makes food products and if they ran out of top shelf brand labels the line wouldn’t stop they would place bottom shelf brand labels and vice versa. If they container looks the same then more then likely the contents are the same. Just my 2 cents and experience,just buy what works don’t think higher price is better quality.

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dad2jj82

41 posts in 2004 days


#17 posted 10-20-2018 03:10 PM

Diver. Well stated and I agree. I just want what works. If it don’t take care of it. I agree about Festool Line of thinking.I guess in the end both consumers and producer have to determine what is worth it to them. A couple situations the same.
I used to work on a parts supplier line. We built cheap and high end car parts on same line same people the only difference was the quality of some of materials used. Long story short if there was a problem my company would air lift if needed weather cheap throw away cars or high end European luxury cars.

View Aj2's profile

Aj2

2269 posts in 2187 days


#18 posted 10-20-2018 04:23 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.

_<<<>>>>>

Having a odd size bit for making mortices with the Domino machine is very lucky get.
You just haven’t used your tool enough to realize it.
And it doesn’t surprise me at the harbor Freight are masters at refunding or returns. Thanks for pointing that out.
Good luck

-- Aj

View dad2jj82's profile

dad2jj82

41 posts in 2004 days


#19 posted 10-20-2018 05:30 PM

AJ I had my Domino for two years. I did ok with it. The issue I had was not with the domino. I was pleased with it. The issue was with the 20mm boring bit. That is supposed to make a 20mm hole. I hope it is not being insinuated that it is my fault that festool is not perfect. That I am the reason the boring bit is not 20mm. That it is closer to 20.13 or so when measured, leading to oversized dog holes. I am was simply stating my customer service with two companies. In all reality as much as I’ve bought from both companies harbor freight percentage wise has had higher quality better customer service and better price.. In my opinion festool are over priced for what you get when including price,service,quality.They make some good tools just not worth it to me.

View tomsteve's profile

tomsteve

950 posts in 1608 days


#20 posted 10-20-2018 07:44 PM


Comparing them to festool is absurd

- Aj2

am i mistaken that the only thing being compared is customer service? and the throw away company is making it right while the mercedes isnt answering the lowly woodworker?

View dad2jj82's profile

dad2jj82

41 posts in 2004 days


#21 posted 10-20-2018 08:00 PM

tomsteve you are correct

View lumbering_on's profile

lumbering_on

578 posts in 879 days


#22 posted 10-20-2018 08:38 PM

I’m a little confused how this went from a service thread to a ‘quality of tools’ thread.

Of course Festools are better quality, although the premium paid is far from deserved, IMHO. OTOH, HF tools are often praised if they work properly. However, I think we are all grownups here, and we all realize that’s a choice you make. The real point is that you’d expect that the level of service is comparable with the price and perceived quality; in this case, you’d be wrong.

View Tony_S's profile

Tony_S

970 posts in 3472 days


#23 posted 10-21-2018 12:05 AM



I m a little confused how this went from a service thread to a quality of tools thread.
- lumbering_on

An apparent elitist walked into the room and puked up his unsolicited, snotty opinion on the quality of Harbor Freight tools ….that’s how.

-- It is the mark of an educated mind to be able to entertain a thought without accepting it. Aristotle

View Ub1chris's profile

Ub1chris

132 posts in 1769 days


#24 posted 10-21-2018 01:09 AM

For the money you pay for Festool it should be perfect. However a 20 mm bit making a 20.13 mm hole is pretty darn close. For those of you who don’t do metric that’s about 5 thousandths of an inch. i Probably couldn’t tell the difference but that’s just me.

View lumbering_on's profile

lumbering_on

578 posts in 879 days


#25 posted 10-21-2018 02:12 AM



For the money you pay for Festool it should be perfect. However a 20 mm bit making a 20.13 mm hole is pretty darn close. For those of you who don’t do metric that’s about 5 thousandths of an inch. i Probably couldn’t tell the difference but that’s just me.

- Ub1chris

The problem, from what dad2jj82 was saying is that the over sized bit caused the whole diameter to be .2 mm off, which is enough to make it so the benchdogs don’t fit. The reality is that even if it is only 5 thou off, that’s a lot for non-woodworking tolerances.

View dad2jj82's profile

dad2jj82

41 posts in 2004 days


#26 posted 10-21-2018 02:27 AM

A mft3 doghole(I don’t have one but from what I’ve read) is around 19.90mm the dogs that I put in there rattled. I bought Close fitting dogs that measured 19.98 with two grooves milled into them from TSO so that I could get a better grip to try and pull them out. That is a .08 difference from regular to close fit. Even with the close fit it rattles in the hole. A difference of 20mm vs almost 20.2 is vastly huge difference. The dogs go side to side in hole. You can hear it.

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