Thread: Carbatec loses sale

Go where the best service is You obviously got someone in the office or sales who is not a woodworker. Probably she should have checked with someone more knowledgable as you say, because the end result was not a win for them.

Usually I will research what I want before I call or go. This way I know exactly what I want and have all the info I need so no big decisions or change of mind is needed when I am there buying/picking up etc.

Damien, it is not an isolated incidence. I have walked into Carbatec Sydney with a pocket full of cash and strolled around for 10 minutes looking at bits and pieces, but low and behold no one asked me if I needed help. So I walked out and brought what I wanted elsewhere. I do go to the shop if I want to stroll around a shop buy stuff ad hoc

I havent realy found to many problems with Carba-Tec. I always make sure im talking to some one in sales. Most of the crew are realy helpfull, sometimes they haven't been very helpfull and its been disapointing. But I can get the same treatment from my local hardware, and I know some of them quite well. My biggest gripe about Carba-Tec in Melbourne is not being able to get through to talk to any one. I waited for 10 min today and gave up in the end. I tried later and got through. I tried again this arfternoon and with no luck. Thats my biggest gripe. That and not having enough stock in the store. Often we would like equipment the next day especial being a school but often I have to wait up to a week if not longer, even for a router bit. Any way, I keep to those companies with the right price and the stuff that I want. I have tried other places and the quality is not the same.

My two bob's worth

Regards Jamie

Originally Posted by Pat

I have walked into Carbatec Sydney with a pocket full of cash and strolled around for 10 minutes looking at bits and pieces, but low and behold no one asked me if I needed help.

Dear Guys,

In all honesty, I have had the same thing happen to me over at Hare & Forbes, but it was for more like 30 to 45mins... I have found CarbaTec to be sometimes good, sometimes ordinary.

Damian, I reckon there's a bit of a cultural thing going on with it all. You note that you get consistently better service from your US suppliers compared to our guys. I've been thinking about this whole thing for several years, and I've concluded in my mind at least that it's got a lot to do with the differences in the way we shop compared to the way Yanks shop. Aussies I think generally shop for serious stuff along the lines of how Dean has stated that he does things - ie. a lot of research first, with a few unhindered non-committal looksee's along the way, and only then does the "folding stuff" come out. The salespeople are Aussies themselves and therefore understand this, and to top it off - there's no such thing as "tips" for good service over here, whereas over there the whole setup seems to based more around commissions and the like that arise from better service that must ultimately convert into sales for the company. The buyer over there has therefore perhaps become accustomed to better pre-purchase service, and this has fashioned the way he (or she) shops - maybe less initial research and more reliance on good service, to the point now that if a retailer doesn't give it, the market punishes them. All in all, there's a lot less "safety net" around and about US society than there is over here, and maybe it comes out in the more imperative need for quality in the service rendered by their salesmen.

There was a lot of froth in the above, so I'll only make that 2c please Sir (I'm undercutting Jamie... - I'm 'Hungrier' for the sale.)

Best Wishes,
Batpig.

I've always had good experiences at Carbatec, in fact I was there today to buy some biscuits and look at a porter cable biscuit joiner (which they don't stock anymore) and ended up leaving with my wallet a lot lighter. 3 different sales people helped me at different stages while I was succumbing to temptation. I don't care if they approach me first or not, if I go there on a mission, I will go up to someone if they don't come to me then they are only too willing to help.

Cheers
Michael

Originally Posted by Batpig

All in all, there's a lot less "safety net" around and about US society than there is over here, and maybe it comes out in the more imperative need for quality in the service rendered by their salesmen.

I'm not sure I agree with all of that, Having lived in the US and having to buy cars there, their used car salesmen for example make ours look like boy scouts. The fact that people don't do their research means that more ignorant get continuously ripped off or talked into stuff they don't need, just like they do here but maybe not quite so much. The US citizens that do their research can do extremely well in the US - it more of a buyer beware market.

My experience here in Perth at Carbatech when purchasing my lathe and bandsaw have been good to very good. Timbecon have also been very good on big things, like the time they sold me the ML-392 for $200 less than their special price because of a stuff up on their computer (full story here). Other times they have been below average. The only time I went to an H&F agent I got attended to but zero service - I am unlikely to go to that specific store again no matter how good their prices are. This is the thing with some customers - one experience hangs around for a long time.

2 things.

1. Salespeople have to deal with a huge variety of personalities walking in the door every day. Some people object to be approached some expect it, so you can't win. Having said that fobbing a customer off IMO isn't acceptable.

2. You really have to look long and hard to understand the USA way of doing things. There is a lot of half truth and misunderstanding of them in Australia. They do have a medicare like program and social security but it works very differently to ours. Did you know that US citizens are liable for income when working abroad, and that they get a tax concession on mortgage repayments ?

We mistakenly believe they are culturally similar to us because they were settled (conquered?) by whites and speak a dialect of English, but Australia is and has always been primarily Catholic while the USA was settled by protestants. It is astounding how big an impact this has on culture. The catholic way is more socialist where we all go forward together and this gives rise to the tall poppy and slagging off we are famous for. Conversely the protestant approach is deprivation, hard work, individual fortune and philanthropy. I saw a doco some years back on people in the US who had fallen off the dream path. Lost jobs, homes everything. Every single one of them supported the system, none wanted a welfare state more like ours. Instead they were hell bent on rebuilding thier lives. I'm not saying either system is right or wrong, just pointing out we have very different attitudes.

As for exploiting the ignorant I want to get out my chainsaw every time I see one of those f*ng ads on TV for derivatives trading. Geez talk about selling matches to children.

I've had mixed experiences.
One of those companies was going to order me a part. That was 3-4 weeks ago. Still waiting to hear back.

We're a bit limited on options when you want good wood equipement.

I had similar experiences as everyone else with both H&F and Carbatec.

Carbatec are always substantially more expensive than H&F, so I've bought nearly all my serious machines from H&F.

Both stores have some really helpful sales staff and both have some duds.

I expect Carbatec would justify the higher prices by saying their service is better, this in my experience, is not true, although they do tend to know a bit more about woodworking than H&F who are biased toward metalwork stuff.

Neither come close in service terms to places like McJungs, Carrolls etc where the owner runs the store.

I'd also suspect that the sales people are on minimum wage, so dont really give a rats.

I have bought stuff from both CT and HF, as stated above on average HF tends to be a bit cheaper. Service at CT Melbourne is always better than at HF Melbourne, particularly on wood related stuff.

Where both have a problem in my experience is on stock control. I have ordered stuff that was out of stock from both companies, I have never had the promised phone call when the stock comes in.

I ordered a Sheppach wet grinder at last years' wood show from HF, never got a phone call to say it had arrived, it was left to me to follow up and ask (several times). When queried why this is, all I got was a look and a shrug of the shoulders (ie "you're confusing me with someone who cares!")

Last May I had made up my mind (finally) to buy a C3 7x14 metal lathe, no stock, delivery promised 7-10 days. By late July, and quite a few phone calls on my part (none from Carbatec) I decided to have a look at a different supplier and found a better lathe for not much more, so purchased that. When I went to tell CT that the 7x14 was no longer needed I was told "oh but we have those in stock now". So that was a $1K order down the tube due to poor stock control and non existent follow up.
Did the sales person care? Not likely!

Last week I visited CT Adelaide and was after something that was out of stock, the sales person there (remember this store has not been open very long) expressed his frustration with the CT stock control "system".

G'day, Damian.
I dont really have any personal experience to add to your first post (but I'm quite interested in what others have found at various stores, since I'm planning to spend a bit of hard earned on some large purchases in the near future). The real reason for this post is to congratulate you on the sensible manner in which you phrased that first post. So often, I see post #1 of a thread about personal experiences like yours as a rant (justified or not) that just sets the tone for the rest of the thread - rendering it not much more than useless.
Conversely, I've found this thread both interesting and useful; I think predominantly due to well thought out opening remarks.
Well done.

There's good, there's bad everywhere. I could tell stories about our Home Depot but it would be pointless.

What I can say is that when I was working for Rockler, a gentleman came into the store with a gift card. It seems that one of his grand children had given him a small dollar amount gift card. The gentleman wandered the store for perhaps an hour, looking, imagining and just having a good time. Each time a sales associate offered assistance he politely declined. Finally he decided upon his grand purchase, a very inexpensive router bit. He had to add almost $10 in cash to purchase the router bit.

Then he mentioned that he was going to sit and look at a few magazines. After another 30 minutes or so I inquired of the gentleman if he was OK. The gentleman laughed and explained that his 9 year old grandson had given him a gift card for $5 and that just looking to see how to spend the gift card was the most fun that he had in years. He went on to explain that he could no longer drive and he was waiting for the bus and that he was really enjoying the air conditioning. It was over 40° outside.

About an hour later the store manager asked me what was going on with the gentleman sitting and reading magazines. I explained the air conditioning thing and the manager asked if he had purchased anything. I told the manager that he used a gift card to buy a router bit. The manager gave me one one of "THOSE" looks and retreated back to his office. I never saw the gentleman again but have often wondered if the router bit actually was used. I do know that the gentleman had a delightful afternoon.

I have been using CT in Canbarra. These guys almost NEVER have anything in stock. Which means that you can go and look at the goodies on the website but you can't go and buy them. They are licensed to use the CT name but I don't think they really are tied to the company. I think the problem is that they run a very slim business and don't want to sink a whole lot of capital into stock that may or may not sell. Which is sane. Having said that is is irritating when your order is forgotten, goes missing, "we'll call you when it comes in" (sometimes). I could go on. This all encourages me to look elsewhere for what I want. They are nice enough people but I am getting to the point where I will pay more to avoid the hassle.

But I am not sure things would be better without their outlet. I understand that Canberra was without a CT shop a while back. If you wanted to buy big stuff and had to pay for shipping that might be a different story altogether.

Steve

I don't think thats a big deal Damien quite honestly.

Every counter has different personalities and moods behind them. Can't expect them to be all clones with super service. uno.

Be a different story if the bloke told you to off.