Thread: Earth Leakage Carbatec Thicknesser

Hi Rodney
How did thing turn out with thicknesser CTJ-381 and Carba Tec is it ok now,
I have just brought one! its working ok so far so good
regards colbra

Still awaiting the outcome, rang up yesterday and was told that the repair person was not in and they would call me the next day.

Rang up again today and they didnt know where the motor was and was going to ring me later. Guess what no call.

I am going to have to send a complaint letter to the manager. Anybody knows the structure of Carabatec is each store completely independent or is their a head office in the eastern states. The website does not mention any owners or directors names, was wondering if this is intentional.

Why is it that you have to get upset and start complaining to get things fixed? I recently had an issue with an LG air conditioner and it took 2 months to fix and major agro.

That aside I do think the machine is good and does a fine job, its just let down by the warranty backup.

Hi Rod
You can ring Carba Tec in Brisbane 1800658111 thats the main office, some of the stores are franchise not sure about Perth
Regards colbra

It is possible (but highly improbable) that if you were running some green timber through the thicknesser, there is an electrical path to ground. Something as simple as damp sawdust contacting an electrical connection inside the machine and the machine frame could be the cause.

Rodney

It probably would not be a bad idea to try various other pieces of equipment in that particular power point. Do not accept every thing you are told as gospel. I had a similiar problem at one time which turned out to be condensation inside a 240 v plug which kept throwing out the power to the points in the house.

Regards Mike

G'Day

Thanks for the replies,

Why is it that you companies are so useless at fixing their products unless you constantly complain and have to give yourself ulcers dealing with the company.

I rang Carbatec last Thursday, technician is not in today, will ring back (never rang back)
I rang Carbatec last Friday, don't know where the motor is, will ring back (never rang back)
I rang Carbatec yesterday, don't know where the motor is, will ring back (never rang back)
I rang this morning, will replace the motor, will ring back (awaiting them to ring back)

In the meantime I know have to pay $100 for the electrician and have been without the machine for a month.

Uggggghhhhhh

Main problem is, I think,, that Carbatec in Perth is an independently owned franchise and not the parent company's responsibility except for the name and the combined buying power, just like a lot of other companies, one believes it is the same company but it is not
Wolffie

Originally Posted by rodney

In the meantime I know have to pay $100 for the electrician and have been without the machine for a month.

I would pay the electrician and then attach a copy of the invoice to a letter requesting that Carbatec re-imburse you for the cost. They were at fault in telling you there was nothing wrong with it and to get it checked by the electrician. Perhaps they will smarten up their act if they have to pay additional costs for their slack approach.
Worst case is they say no. No harm in trying.

I don't usually weigh into Forum business, it's a great way for woodies to communicate and we get a few brickbats as well as some warm fuzzy's. Rodney has got a reason to complain.
We did not return his calls. The person responsible for the call backs has been up to his ears with a new computer operating system which is causing us a more than a few headaches, but that is not really an excuse. Sorry we did not get back to you Rodney.
I would just like to straighten out an impression that we have had the motor for 1 month. We haven't. We did first become aware of the problem a month ago when, at our request Rodney returned the motor and switch to us for testing.We could not fault the unit and Rodney picked it up a day or two later.Rodney contacted us again a week ago and explained the ongoing, frustrating issue, and we suggested that he return the motor and switch for further evaluation. Again, in a few days, we had tested it, and whilst we can find no fault with either motor or switch, we have replaced the motor.This may have taken us a few days to attend to, but the replacement was wired up yesterday(Thurs24th July) and Rodney advised today, Friday that it is ready to collect. This action was taken without knowledge of the problem on returning phone calls, or the existence of this thread.
We are very sorry Rodney has had a problem with the extremely reliable CTJ-381 Thicknesser, and whilst from the beginning of Rodney's problem to now may well be a month, we have only been in possession of the motor/switch unit for a matter of days between these dates. We have attended to the problem as promptly as possible when we have been in possession of the unit.
We are remiss in failing to return phone calls, and for that I unreservedly apologise.
We hope Rodney can happily return to pushing stock through his thicknesser from now on without a problem.
And we'll try harder.
Geoff
General Manager,
Carba-Tec(WA)

I would write to them, not telephone, and threaten that unless they fix the problem within 7 days and reimburse you for the electrician's bill, you will lodge a complaint with the Office of Fair Trading (or the Western Australian equivalent). But follow up your words with action. If they don't do as you wish, go to the time and trouble of actually lodging the complaint. It's no good threatening them unless you're prepared to put your money where your mouth is.

Carbatec Perth and other companies who treat customers like this deserve to be hauled over the coals. Yes, it's a pain the the backside for you to lodge an official complaint but the advantages are that: (a) you will get the problem fixed or else there will be an order that you be compensated for a new machine (it appears to be still under warranty) (b) you will get back the money you spent on the electrician and (c) you will feel a whole lot better.

I would also forward a copy of this thread to both Carbatec Perth and Head Office. This type of publicity is something they should be avoiding at all costs given the number of customers and potential customers who read this forum. I would also think that if Carbatec Perth is a franchise, then they are most likely in breach of their franchise agreement in that they are not conducting their franchise according to franchise policy and they are acting to the detriment of, not only yourself, but also Carbatec's good name.

Good luck and remember - follow through with it if they fail to satisfy you.

I for one believe that this post is a good example of someone who tries to have a good customer relationship.
I applaud you Geoff for doing this publicly
Wolffie

Well done Carbatec

D D

I posted my suggestion without knowing of Geoff's reply. He must have posted it while I was typing mine up. The fact that Geoff did reply as he did and apologised to Rodney is a big plus in his favour and I retract my comments and hope that the problem gets sorted out quickly to Rodney's satisfaction.

Originally Posted by carbatecwa

I don't usually weigh into Forum business, it's a great way for woodies to communicate and we get a few brickbats as well as some warm fuzzy's. Rodney has got a reason to complain.
We did not return his calls. The person responsible for the call backs has been up to his ears with a new computer operating system which is causing us a more than a few headaches, but that is not really an excuse. Sorry we did not get back to you Rodney.
I would just like to straighten out an impression that we have had the motor for 1 month. We haven't. We did first become aware of the problem a month ago when, at our request Rodney returned the motor and switch to us for testing.We could not fault the unit and Rodney picked it up a day or two later.Rodney contacted us again a week ago and explained the ongoing, frustrating issue, and we suggested that he return the motor and switch for further evaluation. Again, in a few days, we had tested it, and whilst we can find no fault with either motor or switch, we have replaced the motor.This may have taken us a few days to attend to, but the replacement was wired up yesterday(Thurs24th July) and Rodney advised today, Friday that it is ready to collect. This action was taken without knowledge of the problem on returning phone calls, or the existence of this thread.
We are very sorry Rodney has had a problem with the extremely reliable CTJ-381 Thicknesser, and whilst from the beginning of Rodney's problem to now may well be a month, we have only been in possession of the motor/switch unit for a matter of days between these dates. We have attended to the problem as promptly as possible when we have been in possession of the unit.
We are remiss in failing to return phone calls, and for that I unreservedly apologise.
We hope Rodney can happily return to pushing stock through his thicknesser from now on without a problem.
And we'll try harder.
Geoff
General Manager,
Carba-Tec(WA)

Geoff, thanks for the reply. I picked up the unit this morning and have just done a test, the motor is no longer causing the RCD to trip out.

However to clarify something, please check the date this thread was started, the unit was dropped off next day and was only ready for pick up yesterday, not just a matter of days. The first time it was dropped in was a couple of days, I then still had an issue and had to wait for the electrician (of which no recompense has been mentioned in your reply).

I do applauded you responding in public such as this and as stated before I believe the thicknesser is a good machine.

Cheers
Rodney