Have you been getting the run around?

**Mobyturns** · 26th April 2022, 09:46 AM

Another post sparked a touchy subject for me - "grey imports" or "parallel imports" or more specifically importers who are NOT the "official importer" who sell tools, machinery etc then do not live up to their obligations under Australian Consumer Law to provide service and spare parts support to their customers "for a reasonable period."

Then as a customer we face the additional but quite lawful indignity of not being able to access spare parts from the "official importer" of a brand as they refuse to supply support and or spare parts / consumable parts (bandsaw guides, sander feed belts etc.) to a competitors customers. Most want proof of purchase or a machine serial number before providing support.

In my instance I purchased a 'Brand X" bandsaw from "Company A" who resells machinery imported by "Company B" neither of which inform their customers that the machinery they sell under that "Brand X" are "parallel / grey" imports and that they are not the "official importer" in Australia for "Brand X." Under ACL they have an obligation to do so at the time of purchase!

At the time I purchased "Brand X" bandsaw I was not informed of the "parallel import" situation, but was aware of specification differences between suppliers of "Brand X" machines. There was no significant advantage in pricing - however - had I known that spare parts and service support would not be available in the future I would have gone to the official importer "Company C."

"Company C" the legitimate Australian importer of "Brand X" refuses to supply service / spare parts support to customers of "Company A" and "Company B" which they can lawfully do under ACL. I fully understand and support their decision on a number of points however I fail to see why they do not take the opportunity to win back customers.

Then we face the additional situation that it becomes very unclear "who" actually is obliged to support "name brands" that have been punted from company to company over time.

Unfortunately the ACCC has much bigger fish to pursue - i.e. Telcos, Oil Companies, 7-11 etc to worry about wood working tool and machinery suppliers.

However that should not stop us from putting the companies who "parallel import" tool and machinery on notice to actually back their claims and to provide the service and support for the tools, machinery etc that they import and supply.

Having a very service worthy machine that will cost more than $3.5k to replace sitting about because I can't get <$300 worth of spare parts is very annoying.

Personally I'm really annoyed about the lack of spare parts availability for wood working machinery on name brands and the companies who imported / sold the "grey imports" and who then will not support their customers with spare parts that will require replacement - bandsaw guides, sander feed belts etc. Appalling imo! (rant over)

**Bohdan** · 26th April 2022, 10:03 AM

As you don't name the offending companies your post is of no benefit to the wider woodworking community.

Naming them could at least warn others and possibly put pressure on them to change their unacceptable behaviour.

**BobL** · 26th April 2022, 10:45 AM

Even if parts are available, then there's the time taken to get them, and prices can be on the stupid side

About a year out of the then 2 year warranty period on my Sherwood 10" combo planer/thicknesser I noticed the fence was wrapped and both the locking clamps had failed so I thought I would rjust eplace them.
Contact Timbecon by email - I got a reply, "we will get them in on the next shipment in 3 months time". - can't remember the prices quoted but they were not too bad
After 4 months email again - no response.
A few weeks later I was in at the store and spoke to someone about it - nope, my request was not registered on the spares list, dude writes it in. 8-12 weeks estimated time.
3 months go by email again - no response - call - yes shipment came in but some parts did not arrive.
Wait another 3 months call again - that was when Timbecom changed hands - new owner - sorry I don't know anything about these parts - new dude writes it on a new list.
3 months later - called - nope didn't come in will put them on the next list
I've never heard back about these .

In the meantime I bought alternate parts and made a new fence.

Fence.jpg

A similar thing happened with my Woodfast mini lathe bought thru Carbatech.

This problem is one factor that has a driven me into making my own repairs, fortunately I have the gear and some metal working skills but not all woodies are that way inclined.

**Mobyturns** · 26th April 2022, 03:12 PM

Originally Posted by Bohdan

As you don't name the offending companies your post is of no benefit to the wider woodworking community.

Naming them could at least warn others and possibly put pressure on them to change their unacceptable behaviour.

There are a few legal issues with naming specific companies & brands for alleged misconduct under ACL.

IMO it is an industry wide problem and one that importers / resellers are very conveniently and deliberately ducking their obligations under ACL by obfuscating the issue with delays, misinformation, "errors" in ordering, false "leads" and failing miserably with customer service support.

I have already sought advice from the ACCC on my specific issue. The ACCC have asked me to pursue the issue further with the importer of the machine, then to refer my complaint to the Office of Fair Trading.

Currently I am being fobbed off by all past and current importers of "Brand X." I still have one current line of inquiry which ultimately I suspect will end in a similar scenario to BobL's post above.

My recommendation to any purchasers of machinery in Australia is to purchase "consumable" replacement spare parts at the time of original purchase (bandsaw guides, carbide inserts, motor brushes etc). If the supplier can not supply them with the purchase - walk away from the sale!! I can not emphasize this point strongly enough.

If they haven't spare parts inventory at purchase it is my opinion that it is highly unlikely in the current market that they will ever carry any inventory of parts.

The issue at hand is that suppliers imo are not fulfilling their obligations under ACL. There is also the matter of different interpretations of what constitutes "a reasonable period."

I already have a "Plan B" to modify the machine to accept after market parts that are of a much higher quality than OME. However I want to resolve the OME option first due to the current COVID imposed delays on shipping etc.

**BEM** · 26th April 2022, 05:42 PM

Maybe we should maintain an Excel file list of official importer vs parallel / grey importer to at least educate buyers who is more likely to be able to supply parts.

**Hangfire** · 26th April 2022, 06:06 PM

i am going to show my ignorance here - are we talking about the total tools selling carbatec equipment type scenario here?
or someone selling laguna stuff when carbatec is the australian supplier?
the sherwood really confused me as i thought they were machines that were made from a generic factory in china/taiwan - and badged as sherwoods - is that the issue?

or is it totally different companies that i dont even know about...

**BobL** · 26th April 2022, 06:32 PM