It seems as though there are a lot guys mainly festool guys that constantly talk crap about Mafell customer service and tool repair service. It's the only thing bad they can say about Mafell, so they really like to use the claim. I thought I would get the real scoop from the guys who may actually have experience with it.
Post by MrToolJunkie on Jan 27, 2015 0:17:04 GMT -5
Well - I broke my jigsaw a week ago and had a new one on my doorstep today with a prepaid FedEx label to ship the old one back - took one week from start to finish to resolve my issue and David has been nothing but great to deal with on anything. Before I bought my KSS80 I spent three months pondering the purchase and had numerous calls and email conversation with him. Never once was he frustrated and always was prompt getting back to me. Sent me lots of pictures of the machines and really consulted with me. I think that their service has been nothing short of spectacular.
Post by MrToolJunkie on Jan 27, 2015 0:52:14 GMT -5
There are a lot of fan boys out there - don't get me wrong, I own a ton of Festool and like the tools I have, but they are not a perfect company by any stretch nor do they make the best of every tool. Some of these guys have no idea what they are talking about, yet make wild claims about how great Festool is and how bad Mafell is. It is ridiculous and laughable. I do not participate as much on the Festool forum as I used to because some of the people over there border on obnoxious. I get it, it is a company sponsored forum and everyone is entitled to their opinions, but for me I would rather hang out with users that know better.
I have spoken David several times and Jeff a couple times. Only good experiences. Echo of Tool Junkies entry above.
I think the main complaint from other brand users is the fact that there is only one dealer in the US. In many ways Festool only has one dealer (not literally of course) because they don't completely empower retailers that sell their stuff. Example- I purchased a CT Midi from woodcraft because I like the idea of supporting local brick & mortar stores that I value even if I could order the product and save tax. My Midi stopped working so I took it back to Woodcraft since I bought it from them. "Sorry there is nothing we can do about it you will need to deal directly with Festool on that". So in the end I don't see a significant difference. Don't get me wrong I wouldn't mind holding some Mafell tools before spending so much on them, especially in cases like comparing the KSS300 to the KSS400 to decide which one to get but that doesn't decrease their customer service.
In contrast if I buy a DeWalt miter saw from Home Depot & it stops working I can take it back to Home Depot and change it out for a new one no problem. Between Mafell & Festool I just don't see a difference besides the 30 day return for any reason rule and a 3 year instead of a 1 year warranty. Both seem to have great customer service.
My experience echos others. I dealt with Jeff on my purchase and he was nothing short of great. Extremely helpful with the import aspect of getting stuff to Canada. It really calmed my anxiety of having only "one" dealer in NA. I haven't had to use them for any service.
I had to have my domino replaced, and although I took it back in to my place of purchase, it still all went through festool Canada. It was also a smooth transaction but until reading 7's post, it was exactly like having only one dealer. My place of purchase did nothing for me.
On a side note, my bosch service has been less then stellar. I've written numerous complaints to Bosch Canada about it. Talked to upper management more then once. They know it's an issue. Jim over on BTP has been very supportive but nothings changed.
My dewalt service has been PERFECT. Make a phone call, ship me out the parts or replacement.
Post by toomanytoys on Jan 27, 2015 7:56:51 GMT -5
I will have to say that my purchase was one of the best I've had, as well as dealing with a good face to face purchase.
I ordered on-line and using a mix of the standard Timberwolf site and the old, other Mafel business they acquired. In doing so I screwed up some of the items that would not have worked. Ended up getting a call from them and going through the order to sort out all the items along with suggestions of what I didn't need. It would have been just as easy for them to ship what was ordered and let me sort out my mistakes. They wanted the customer to get it right the first time and two items were cancelled reducing their sale.
Post by Tom Gensmer on Jan 27, 2015 8:48:16 GMT -5
Likewise, I've had great warranty experiences with Timberwolf. I haven't had any issues with the tools themselves, other than there were a few numbers missing on the bevel scale of the tilting base for the P1cc, and Timberwolf took immediate care of the issue.
Festool service in USA has set a pretty high bar, relative to other manufacturers, but I feel that Timberwolf is holding their own. Based on their support of my existing tools (P1cc, KSS-400, MT-55cc), I feel more comfortable planning on purchasing some of the bigger, more expensive tools such as the Erika 70, MF-26cc, and KSS-80 or MKS130.
My only gripe with Timberwolf is that it's difficult to try before you buy. This isn't really Timberwolf's fault, it's more a function of Mafell simply not having as big of a footprint as the other major tool brands. That being said, I'm VERY appreciative of the videos many of our members have produced about their Mafell tools (I think Wrightwoodowrk deserves an honorable mention for being particularly prolific), it's the next best thing to being able to hold the tool in our hands prior to a purchase.
Finally, David and Jeff at Timberwolf have been very prompt and informative in our e-mail correspondences. Since Timberwolf is a small company and the staff wear several hats, phone calls can be a little tricky depending on whether you call on a day they're shipping out a big order, but I've sent some pretty long e-mails and they are always answered in a prompt manner with very helpful answers.
I don't think its the service of Timberwolf that is being complained about. Its that theres only one dealer for the USA and Canada. There are a few Festool users on the FOG that live in Australia and are very upset that theres no dealer there and Timberwolf won't ship to them. Its a bit of a pity party.
That there is only one Dealer is a legitimate claim. I certainly think theres room for more.
abdon: I stand corrected , the angle fence is only attaches with F -Tracks , what confused me was , that the Timberwolf site mentioned it will work with the NFU machine, yes it will work but only I guess when you use the Ftrack , with other tracks Like the KSS L.
Nov 28, 2020 22:52:01 GMT -5
glynnco: Did you order from GereedschapPro? I see them as in stock but I'm located in the US and am not sure if they ship here. I sent them an email asking about shipping but it was returned undeliverable...
Dec 10, 2020 7:37:40 GMT -5
jonathan: I've purchased a lot of stuff from our neighbours @ GereedschapPro.nl As far as I know they are one of the larger Mafell dealers in the EU. I can recommend them, they usually respond quickly.
Dec 11, 2020 13:58:36 GMT -5
NFU 50 Transportation?: Hi Guys, is there some Systainer for the NFU 50?
Dec 11, 2020 14:30:12 GMT -5
frezik24: Hello everyone
Dec 13, 2020 9:20:00 GMT -5
lasse: Thanks for the tip! I have own a mafell rail which is 160 cm and one that is 80 cm. Will it work just as well or will I need to buy rail that is 110 cm?
Mar 18, 2021 15:35:15 GMT -5