I have had a Fein Miltimaster for about 5 months and suddenly it stops
working. It acts like it is not plugged in. I return the tool to Fein in
PA with the understanding that it will take 1 week plus shipping back to
Houston. 3 weeks later I call to find out about its status. It is going
out today was the answer and I get it 1 week later. That was last week.
Today I plug the tool in for the first time and it still will not run. I
call Fein and they want me to pay for shipping again to return it for them
to repair again. It never worked! why should I have to pay again?
Talking to the service manager I suggested that they send me a replacement
today and I'll send them the one I have. He said he would see if he could
do that for me. He is the Service Manager! Couldn't he have made that
decision while we were talking?
Has any one else had to have a Fein tool repaired and or by the Fein repair
station in PA?
> Talking to the service manager I suggested that they send me a
> today and I'll send them the one I have. He said he would see if
> do that for me. He is the Service Manager! Couldn't he have made
> decision while we were talking?
Two (2) things:
1) In today's market, you have a tough time getting past a "talking
head" to reach a decision maker who has basically been programmed to
say "I'll have to get back to you".
I once went directly to the CEO's office to get an issue resolved.
2) You obviously have never had to do business with the Germans, they
live in a different world.
I have a Fein vacuum as well as a Multimaster. Had them both for
years and I consider them probably the best made tools I have.
However, their customer service could not be worse. I, too, had
similar problems and could never even get Fein USA to answer my
emails. I finally gave up. I ended up filing down some brushes to
fit and repaired the damned thing myself.
Hard to understand how a company can produce such excellent products
and have such lousy customer service. They probably need to bring
some of those efficient Germans over here to run Fein USA.
At that point I always insist on talking directly to the person that he has
to ask to get permission as to whether "he could do that for me". If that
doesn't work, the Nuclear Option ... let Linda handle it. ;)
That's a bummer. If you need one ITMT, you know what to do.
That is concerning. I just sent back my Fein Vac this week because it
would not start. I was promised no more then three weeks. In the
interim, my shop's looking more of a mess each day. I hope the
promised turnaround time was not just some customer service BS.
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