Sydney Tools ACT, Fyshwick

UPDATE – 05 MAR 26 Regretfully my confidence in Sydney Tools’ after-sales processes has diminished further and this review has been revised from two stars to one. Reductions in ratings following mediation are presumably uncommon, but the correspondence to date has unfortunately justified it. Correspondence during the ProductReview mediation… Read more

process has unfortunately reinforced, rather than resolved, the concerns raised in the original review. A series of dismissive explanations were offered for the delay — initially that the unit was “NLA” and parts were not readily available, and later that this information had come from another department — despite the service documentation recording that the repair undertaken was simply the replacement of a standard NGK BPR6ES spark plug, a commonly available component. This follows extensive, similar correspondence prior to me considering mediation before submitting my review. Apologies have been continually offered, largely been accompanied by assurances that the issue “will not happen again”, without reconciling the discrepancy between the explanation provided and the documented repair; and then regretfully repeated, with no sense of irony. In those circumstances, the mediation exchange has done nothing to restore confidence in the communication or accountability underpinning Sydney Tools’ after-sales support, nor to meaningfully address the circumstances that arose.

UPDATE – 04 MAR 26

For clarity, this experience relates specifically to after-sales service through Sydney Tools Fyshwick for a Gensafe GF2000 inverter generator repair. The generator itself performed adequately when operational. The issue raised in this review concerns the communication, accountability, and handling of the repair process by Sydney Tools, not the product itself.

Following the publication of the review and subsequent contact through ProductReview “mediation”, Sydney Tools advised that the delay occurred because the unit was “NLA” and parts were not readily available. However, the service invoice (No. 16157817) identifies that the repair ultimately undertaken was the replacement of an NGK BPR6ES spark plug. This is a very common spark plug used across many small engines and generators, widely available through mainstream retailers. For example: https://www.supercheapauto.com.au/p/ngk-ngk-resistor-standard-spark-plug---bpr6es/SPO234157.html Given the repair recorded on the invoice, the explanation that the delay occurred because parts were “not readily available” is difficult to reconcile with the documented repair itself. My original review did not question the generator or the modest cost of the repair. The concern raised was the lack of ownership of the repair process, the absence of proactive communication, and the repeated uncertainty regarding the generator’s status while it was in Sydney Tools’ custody. Unfortunately, the explanation now provided through mediation appears inconsistent with the repair recorded on the service documentation, and therefore does not resolve the concerns raised in the original review regarding communication and accountability in the after-sales process.

ORIGINAL REVIEW

This review relates to after-sales service, not product performance. I purchased a Gensafe Inverter Generator GF2000 from Sydney Tools Fyshwick during the 2020 Black Summer bushfires as a preparedness measure for a property in the NSW high country. When operational, the generator performed as required. Product capability is not in question. The generator had been used only very infrequently over a few years and had accumulated less than a couple of hours of total run time. In mid-2024, when testing the generator ahead of the fire season, it failed to operate. At that point, I did not know the cause of the failure and returned to Sydney Tools Fyshwick seeking advice on whether repair or replacement would be the most appropriate course of action. In October 2024, I handed the unit to Sydney Tools Fyshwick after being advised that there was an in-house service pathway under which the generator would be assessed, I would be advised of the findings, and—subject to my approval—the unit could be repaired. I was advised that the entire process would take approximately six weeks from the time the generator was handed over. On that basis, and given this was still ahead of peak fire season, I agreed to proceed and paid the inspection fee. From that point onward, the after-sales process became protracted. Communication was not proactive; I was required to repeatedly follow up by phone and in person to obtain updates. I was advised of at least one expected return date (21 December), which later proved inaccurate. Staff interactions were polite; however, communication was largely reactive, and responsibility for progressing the repair was repeatedly deferred to external repairers and freight arrangements, notwithstanding that the assessment and repair process had been accepted and managed through Sydney Tools as the service provider. I was also advised that an earlier return would require payment of additional freight costs in the order of several hundred dollars; even though Sydney Tools could not confirm the location or status of the generator at the time. As the delay extended into a period of elevated fire risk, and with the generator still unavailable, I purchased a smaller backup generator from another supplier to maintain a basic level of preparedness. While delays can occur, the absence of proactive communication, inaccurate return advice, and lack of ownership of the repair process once payment had been taken resulted in an outcome that did not meet my reasonable expectations for after-sales service—particularly given the purpose of the equipment involved. This experience has significantly undermined my confidence in Sydney Tools’ after-sales support

I’ve been a loyal Sydney Tools customer for years and after my recent experience I’ll never shop there again. Refund policy is non existent for cash sale, this is terrible whats the point of a front facing customer business . This include incompetence of staff communication my issue was not resolved after several trips to the store. Stay away! Show details

Disgruntled customer – Bought a wall chaser from Sydney tools and it was faulty from the second l used it . Returned to store to have it repaired. Store lost wall chaser but never informed me. This happened in February 2024. It's now August 2024 and after many calls and visits to the store they tell me l now have in store credit. Not good enough since l had to buy another wall chaser at Bunnings. I do not need or want any other products from Sydney tools. A disgrace.

A frustrating warranty claim (but finally resolved) – I purchased a Dewalt mower and chainsaw from the Sydney Tools Fyshwick store on 17 July 2021. The mower failed 4 months later. It has a 3 year warranty, and is, of course, also covered by Australian Consumer Law. The mower failed completely after normal use. It does not even power up, let alone mow grass. I took it back to the store and asked for… Read more

a replacement. They said no.

Now I admit, I'm no lawyer… but here's what ACCC's website says. Compare it to how Sydney Tools behaves and decide for yourself…

1. When does the buyer have a right to ask for a replacement or refund? ACCC: "When you have a major problem with a product, you have the right to ask for your choice of a replacement or refund." Sydney Tools website: "Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage." Sydney Tools in-store response: We have to send it away to be assessed. The assessor will decide whether we repair it or replace it. (They wouldn't even look at the mower in the store.)

2. What's the definition of a 'major problem'? ACCC: "it has a problem that would have stopped someone from buying it if they’d known about it" Sydney Tools email response: "If this is a major failure that can not be repaired, we are happy to offer a refund or replacement if approved under warranty". In other words, it's not a 'major problem' if we can save money by repairing it.

3. How long do these consumer rights apply? ACCC: "Example: You bought a TV six months ago and now it won't turn on. A reasonable consumer would expect the TV to still work after six months, so this is the time to use your rights." Sydney Tools phone response: If it had failed within (30 or 60 days—30 I think he said) I could have asked for a replacement.

4. Can the store dictate repair terms? ACCC: "If the business fails to give you a free repair within a reasonable time … you can … ask for a replacement [or] ask for a refund" Sydney Tools in-store response: It could take anywhere from two to six weeks. When I said that six weeks was an unacceptable turnaround, the manager said he could probably push it through in three. (It's been longer than that already.) Mac n Daniel Tool Repairs (their Dewalt repairer): After confirming that they were waiting on parts, I asked what parts. She listed off a bunch of major parts, including the motor. (Clearly a 'major fault' by any definition!) When I asked how long the parts might take to arrive, she refused to answer, insisting that they do not receive time estimates on parts orders, period. I asked if it could be longer than 6 weeks, and she said yes.

So I don't know about you, but the way I read all that is pretty clear. The law in this country says I can ask for a refund or replacement. But Sydney Tools behaves as though the choice is theirs and I just have to suck it up and wait however long it takes for these parts to come in. How long will that be? No one can tell me.

I've now discussed this with the sales person who sold me the mower, the Fyshwick store manager, the Dewalt repair shop, and Sydney Tools head office (via email), and it feels like I'm beating my head against a brick wall. After finding out that there is no ETA on the parts, I wrote to Sydney Tools head office (support@sydneytools.com.au) again and said, 'I am now requesting an immediate replacement of my faulty Dewalt mower'. I sent the email on 7 December. As of today, they haven't even bothered to reply. With every week that goes by, that grass keeps getting longer.

UPDATE (16 Dec 2021): One of the Fyshwick store managers just called me to say they have finally agreed to replace the mower. He said that it was Dewalt who insisted on repairing it, but he told them that if they couldn’t have it repaired before Christmas, that wasn’t acceptable. I am very grateful. While much of the blame may well rest with Dewalt, It’s worth remembering that as a buyer, your relationship is with the retailer, not the manufacturer. According to the ACCC, ‘You cannot demand a repair, replacement or refund from the manufacturer’, only the retailer.

UPDATE (21 Dec 2021): The new mower failed after about 10 minutes use!! The regional manager called me first thing the next morning. He acknowledged that they had dropped the ball with the first warranty claim, particularly with the lack of communication. He offered me a refund on the Dewalt and a discount on a Makita mower with batteries. I agreed to it. This has certainly restored some goodwill towards Sydney Tools. I think I would consider buying from them again, but only if/when they have the capability to assess/repair the tools in-store.

Daniel @ Fyshwick is a damn Legend – Over the past 2-3 years i have been provided with out standing survive at the Fyshwick branch of Sydney tools and and continue to return there despite it not being the closest branch. The service has always been great but in the last 12-18 months i have been regularly served (helped) by a member of staff there by the name of Daniel the help and… Read more

advise he has provided me with has saved me vast amounts of time and money. I regularly find myself with a problem or tool compatibility issue that Daniel resolves every time seemingly effortlessly.

On Monday some low life broke into my work ute and helped themselves to my tools that i use to feed my family. I spent Tuesday doing all i could to muster up money to replace the tools and had very limited success. Amazingly at 7:45am Wednesday i found myself leaving Sydney tools Fyshwick smiling with all the gear i needed to get some work done and pay some bills i was genuinely impressed. Daniel you know what you did to help me and my family and i cant thank you enough. without your help and brilliant service i would be up that creek with no paddle.

Thanks Mate

December 10th 2019 Update: If I could add more stars I would

Another year has gone buy without fault from the legendary staff at Fyshwick branch. They have provided me and my growing company with support and service beyond anything you could ever ask for. Special thanks to Dan for making me feel important every time I walk in there. Cheers boys

Personal service – Jake Niehus at Fyshwick Sydney Tools was a big help to me in coordinating an order, which was a gift, to be picked up by someone in the Fyshwick area. Thanks for the personal service Jake, everything went smoothly. February 13th 2017 Update: Excellent customer service Jason Grubb, at Roselands store, worked with me to alter my tool order so… Read more

that I could take advantage of a recent sale and save additional money of shipping costs. Thanks heaps Jason, you have been very patient.

March 24th 2017 Update: Exceptional Service

Jason Grubb at Sydney Tools has helped again to organize and consolidate my tool shipment. He has always been more than willing to help save me costs, and to advise on their products when I have had a question.

So easy to work with people who are service oriented. Thanks again Jason and Sydney Tools.

June 6th 2017 Update: Avoiding an error

Very good service and excellent advice by Jason Grubb from Roselands Commercial store. Jason steered me to purchasing the right compressor for my needs, and I thereby avoided making a mistake. Thanks much to Sydney Tools.

June 9th 2017 Update: More Great Service

Jason at Sydney Tools--Roselands Commercial--again proved what great and fast service he provides for his customers. He always finds a way to save me money on combining shipping and researches any questions I have about tools and equipment. This is why I always go back to the same place for new orders.

6 Months and Still Waiting – Shocking service. Bought a saw for $1300 and it was faulty after one use. These things happen. BUT now we are six months in and still no resolution. Finally got the saw back minus the case and all the batteries. Still waiting three weeks later to call today to find it's still not sent. We are never returning and are over the lies. Show details

Bad services – Hi guys Please do not go and buy @Sydney tools Fyshwick, the services are terribly bad. I have shopped three things from there before Christmas. Bought 18v brushless hand drill which I was happy, 380mm lawn mover with batteries operated which I was not happy and take back to store within one week of purchased the products, look for higher quality… Read more

machine in the same store to top up and buy but stupid manager showed me how to maw the grass which I was doing that job more than twenty years. Thirdly I have also bought one grass trimmer which was out of stock, sheer promises made by seller that they will Get trimmer within a 10 days but no. After 25 days I have received a call from the store that grass trimmer was ready to pick from the depot and I went there after next two days and guy Said sorry we don’t have it in the store and will take another weeks. Huh!!! Still not received it, no call no grass trimmer. Bad service, guys please DON’T put yours money in the hot water. If not shop don’t go there.

Best tool store in Canberra! – Been using these guys since they have opened in Canberra, exceptional product knowledge and service! Love it and I wouldn’t go to anyone else Show details ·  1

Bad product service – Purchased a Lincoln Air compressor 5/8/20 and within 3 mouths has failed, Sydney Tools are now saying its our fault and refuse to refund our money, Or give us a replacement unit , They could care less we are now hiring another unit at $300 per week. Very poor service. They keep saying its up to Lincoln but i didn't purchase it from Lincoln i purchased it from Sydney Tools Fyshwick Show details

Customer service – I have bought from this store on several ocassions. The team are great, the guy I deal with is fantastic, has extensive knowledge, is smart and endeavours to ensure your experience is second to none. Don't consider anyone else, as these guys are awesome. Show details ·  1

Great Service – Always Call Daniel Hall and get looked after. Excellent Customer Service. We cant get the same Service from the Penrith Store so we will order through Daniel from now on. Show details ·  1

Thieves – DO NOT BUY ANYTHING FROM SYDNEY TOOLS I purchased a Lincoln compressor on the 01/02/18 for $2100 at the Fyshwick store. Compressor failed on the 25/09, upon calling the store, they advised that I should return the compressor. Upon returning it, it was booked in for a warranty repair. After a week I followed up on the progress of the… Read more

repair to be told that they replaced the gasket and upon testing it it blew the gasket again immediately. Then told me it needs a new pump. I inquired as to how long this would take and they could not tell me.

The manager was useless at returning calls, in fact he didn’t return any of my calls. I was so desperate for the part I volunteered to collect it from Sydney as they had no timeline on the repair.

Then I was told the mechanic went on leave. On the 19/10 I called the store and demanded to speak to the manager. I was then told that the new pump had arrived but they sent the wrong part...24days had gone by.

I was furious and let him have it on the phone demanding with no joy that he give me the suppliers details. Eventually drove to the store and confronted the manager and after a lengthy heated conversation demanded my money back to which the manager replied with shaking cheeks,”No!” I proceeded to tell him that it takes 2 seconds for them to take my money so they can give my money back.

He then handed me the EFTPOS machine to show me that it does not have a refund option on it. Well I told him I don’t care and that I wanted it back now. Well all he gave me was some Credit Adjustment Note... (which means nothing) and he proceeded to tell me that I just made the process longer for my self.

I waited until the following Friday to call Head Office to chase my money. They referred me back to the store, upon which I told them that I was not interested in talking to the store and let them know that the people in the store are useless and couldn’t organise a party in a brewery.

The accounts lady told me that only the director could authorise refunds and that he was in Melbourne for a store opening and would be back the following day.

Following day no call, following week , no call, compressor still not repaired by the way.

Called head office back and spoke to the same lady. She told me that the Director said that they were not going to refund me my $2100. He refused to take my call which shows you the lack of interest for their customers, instead he gets his minions to do the hard work.

Well it’s the 01/11 38 days after the compressor was booked in. I called them today again and they referred me to the store again. I told them that the product is not fit for purpose and that a reasonable time for the repair had passed.

No joy. I have reported this matter today to the ACCC. I don’t know what the result will be but people need to be warned against supporting and buying from these clowns.

Service excellent – I went in to Fyshwick store on Saturday as I had lost my user manual for a Gensafe Generator and by Tuesday they had emailed me a copy but when I rang your Warrawong store previously I was told that they could not help me.  Show details

Sydney Tools is the best – I bought a generator from Luke in the Fyshwick base, not only did he look after me with price, he took the time to take me through each model until we found the one that suited my needs. Speak to Luke in Fyshwick he certainly knows his stuff!  Show details

support customer with theft claim – Sheldon, assisted me in supplying details of my latest purchases which have just been stolen, this enables me to get a list to the police quickly  Show details

Professional, responsive service – Rang to buy a sliding miter saw and saw stand. Got good advice from a staff member named Daniel on the one I was interested in. On receipt of delivery, found that a small lug on the saw stand did not have a screw thread, as it should have. Received expeditious service in sorting out a replacement part with manufacturer (Makita). Now just awaiting delivery of the replacement part.  Show details

Top Job – Exceptional attention to detail and customer needs Great communication and Patience in reaching a deal that I was very happy with . Cheers Jake I'll be Back  Show details

Very friendly and co operative service – Nice to deal with and nothing is any trouble. A great range of products and if they haven't got it in stock, they will get it ASAP.  Show details

service – Jordan Place at Fyshwick efficiently processed a credit note that had been overlooked by counter staff. I would rather have had a refund but needs must and Jordan is not responsible for company policy. So, thank you Jordan  Show details

Festool order – Excellent helpful and knowledgeable service from Daniel at Sydney Tools Fyshwick. Daniel was able to sort out some issues with Festool and expedite delivery. June 5th 2017 Update: Purchasing Festool equipment I recently bought several Festool items from Sydney Tools Fyshwick. Jordan Place handled my order, and was very helpful with advice… Read more

on the items I purchased. He was very courteous, and did all he could to expedite delivery by Festool to the Fyshwick store where I collected it from.

Many thanks Jordan

Exceptional service – Jadium helped my wife and I find a suite of 18V tools (worth over $1000). His knowledge and service were exceptional. He asked us about our needs to ensure they were met. He gave us great information but no "hard sell". He was polite and respected our opinions and our despite for good value. And, having finalised our order, he gave us a better price than the stickers! We will be back. Thanks Jadium.  Show details

Very helpful service – Called for some advice on product seen online. Helpful explanation and good customer service. Made the effort to get the product to me.  Show details

X torque Drill sharpener 5000 Fantastic tool – Fantastic should have bought one years ago time saving can use drills over & over again accurately sharpens drills to new condition. Thank You.  Show details

Daniel was really professional in the way he helped to find what I was looking for – Great salesperson and great service. I found the item that I was looking for. The only shop that had what I needed.  Show details

Pleasent shopping experience – Great service from Michael R today in the Fyshwick store. Was quick to answer my questions and get me on my way with a shiny new Festool saw. Will happily head there again when the credit card has recovered a bit.  Show details

great friendly and efficient service received today from Daniel and all staff working together – today we purchased Climbrite scaffolding fromSydney Tools.We received quick efficient and willing service from a staff that is clearly accustomed to working together amicably.Nothing was too much trouble.The team members led by Daniel anticipated our needs and worked willingly to help us select the required components.We truly appreciate this and will return when we need further tools. thanks so much  Show details

Great service – Great service. helped me in making the decision on what products best suited me. I would be happy to pass on a good word nd return there to shop  Show details

Knew what I wanted - no mucking around. Very good – I am a home user who wanted a good quality tool at a reasonable price. Bloke I spoke to gave good open advice and I ended up with a great tool that feels like it will last and last. Very happy.  Show details