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Frequently Asked Questions


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FAQ about Enquiries


1. How I do make Enquiry on sushi machines on-line?
The best and fastest way is to fill the Enquiry Form to the right or go to the Contact Us page
2. When I make an enquiry on-line…How long can I expect to get a reply?
We will make every attempt to reply within 24 hours….however, there may be occasions when we just can’t do it, then, at latest, within 48 hours. To have a better chance that we receive your enquiry, please also send a SMS text with words “Email enquiry sent” …our Mobile numbers are: “04 1111 6868” (if sent from Australia) or +614 1111 6868 (if sent from outside of Australia).
3. If I wanted a printed copy of the catalogue, how do I get it?
Simply send an email to sushimachines@gmail.com to make this request. Please state your FULL postal address.
4. I wish to remain Confidential, how do I make an Enquiry?
We do not share your information with anyone beyond our company. We only ask for basic information such as Suburb so that our costing for local delivery can cover the trip… so, we do all we can to keep your Enquiry confidential.
5. What currency and basis are prices based upon when I make an Enquiry?
Unless otherwise stated, we use Australian $ whenever prices are mentioned and the prices are based on delivery to your kerbside. Also, gst are not included unless stated. For Quotations to NZ, A$ will be used (unless otherwise specified). For any other countries, US$ are usually stated as the currency of quotation.
Due the fluctuation of Exchange Rates, we may re-quote for any quotation beyond 30 days of original date of quotation…. So, please ask for a final Official Quote just before placing an order.
As our sushi machines are made in Japan, we do buy in foreign currency and are affected by them.
6. Before making an Enquiry, I found that there are other sites with similar sushi machines names…are they the same company as yours?
No… Our original Sushi Machines site started in 2005 as Sushi Machines Australia . In 2007, we incoporated Sushi Machines Ptv Ltd are our registered business names which we have submitted for Trade Mark registration, we use these names for our website. We also have our Trading Name as Sushi Machine. We even own the website: www.sushimachine.net.nz for our New Zealand customers to use.
All other similar names user are copycat followers after they see our success as a Leader in this field of internet marketing.

FAQ About Buy/Sell


1. What must I do if I wish to buy any sushi machine?
Firstly, confirm that the prices are final, sushi machine model, specification and options.
Next, make sure that you have provided all your details (Business/Company name, contact details and full delivery details)
Next, we will prepare a Proforma Invoice or Tax Invoice for you to make deposit or full payment.
Payment can be made by EFT (most common form) or we can create a PayPal Invoice and you can pay using your credit card (there may be a small fee charged by PayPal for this service). Alternatively, you can send us a cheque, Post Office Money Order, International Money Order or Bank Cheque.
2. Why do I have to pay a deposit or full payment after deciding to buy a sushi machine?
As we have to pay our Principal in full before they ship any sushi machine to us or directly to our customer, so, a deposit for any sushi machine purchase is only fair to help us with our cash flow.
A full payment is required when the total sum is less than A$5,000 or if the purchaser is outside of Australia. This is to reduce the follow up requirements for full payment.
3. I have decided to buy the sushi machine but my sushi shop will not be ready for a few months to receive the sushi machine, what can I do?
We need to understand the details of your sushi shop opening and offer you a solution on how to buy the sushi machine at current price but delay the delivery of the sushi machine until your sushi shop is ready. This can be done with a payment of a deposit, while we monitor your sushi shop opening dates.
4. I would like to buy a used sushi machine…how do I do this?
Occasionally, we do receive return of various brands of sushi machine including Suzumo, Top Inc, Tomoe and Robotic Sushi which we re-condition and make available as a re-sale sushi machine. The offer procedures are similar to that of a new sushi machine. However, operational training on site and warranty may vary. Please check as these terms are specific to individual sushi machine.
5. Can I sell my sushi machine as a used sushi machine?
We can assist you to find a buyer if you are our customer. All we ask for is a small 10% sales commission from you if the buyer proceeds with the sushi machine purchase. It will be by private agreement between you and the buyer. Alternatively, we may offer to buy your used sushi machine outright from you and keep into our stock. We have sold several used sushi machine this way.

FAQ about Delivery Process


1. How long do I have to wait for my sushi machine to be delivered?
It depends if the model that you wish to purchase is available ex-stock in any of our warehouse around Australia/New Zealand. If so, then, it’s a matter of local delivery timing.
If the model is not available locally, then, we need to check if Japan has them ex-stock. If so, then, it’s a matter of freighting the sushi machine over.
But if the model is also not available in Japan ex-stock, then, it may take about 4 weeks to produce and be ready for freighting.
2. What are involved in the delivery process?
Under normal circumstances, we bring the sushi machine into the country by sea freight and it is kept in our warehouse. On occasions where we do not have the stock locally, then, we may arrange for the sushi machine to be sent to you directly by sea freight or if is urgent, then, we may use air freight.
After the sushi machine leaves Japan and enters the destination country, it is subjected to custom and quarantine inspections. All woods used must be treated (we usually treat them in Japan) before entry or locally treated before it is permitted to be released from quarantine.
Our custom brokage company will clear the sushi machine and bill us for all charges and may include:
Agency Fee/CMR/CNAC Fee/ Cartage/Fuel surcharge/Import Duty/GST/ITF/IDF/Air Cargo Automation/ACS Entry Fee/AQIS Entry Fee and local delivery fee to our warehouse or our customer’s location.
3. What is involved in the local delivery situation?
If the sushi machine is in our warehouse and available for delivery locally, we normally use Toll Express to send the sushi machine to our customers…usually using Express services by road. The delivery timing is dependent of the destination of our customer (say about 1 week) and some regional town may take longer (say 2 weeks). On some very isolated cases (like when we send 3 sushi machines to our clients affected by the Queensland floors of 2011, the sushi machines were delayed for 3 weeks and there was a ‘ Queensland flood surcharge’(from Altona North).
4. What does the customer need to do to prepare to receive the sushi machine?
Our customer needs to look at the sushi machine weight and dimensions and prepare to receive the delivery. They may need a forklift if the weight is too heavy or have several physical help to lift the sushi machine down. They should also ensure that the receiving area is secured and safe and protected from the elements as there may be some sensitive electronic components within the sushi machine.
Some customers prefer to remove the sushi machine from their packing and place the sushi machine at the location where it will be used.
5. Delivery obligation for sushi machine.
As a standard practise, our transport company’s terms for delivery is considered completed when they arrived at the kerbside. They are not obligated to bring the sushi machine into the customer’s premise. So, please understand this and not insist that the delivery driver brings the sushi machine into your shop.

FAQ about "After Sales"


1. What kind of warranty is provided after a sushi machine is sold and delivered?
All sushi machines are covered by a one year warranty from the time we deliver the sushi machine to the customer. This warranty covers all parts and labour cost to rectify a design or manufacturing defects. This means that if the sushi machine does not perform to the specification as stated in the catalogue, then, it will come under a warranty claim. Sushi Machine has to be informed of a warranty claim when the problem is first observed.
2. How would a customer make a warranty claim?
The customer should inform our office immediately (by phone call, SMS or email) upon noticing any activity or performance of a sushi machine that is not conforming to the specification as stated in the Operation Manual. However, if the error is cause by an Operator’s failure to follow the instruction as stated in the Operation Manual, then, it would not be considered a warranty claim.
Some simple steps are to be followed when calling or emailing for service….Before contacting us, please check that if there is an Error Code, then, refer to the Operation Manual where the solution is provided. If the problem cannot be found in the Operation Manual…then, first identify the model and serial numbers of the sushi machine…this can be found on the name plate. Secondly, provide your details….contact person, company name, phone/mobile email address. Thirdly, explain the symptom…example…’the slide tray moves in but does not comes out’ or an Error Code ‘EE’ appears etc. We will review and advise further. From our experience, most problems are Operator related and could have been solved by referring to the Operation Manual.
3. What would be provided if it is a Warranty claim?
We will pay for local technical support where ever possible to rectify the problem. If spare parts are required, we will send them from our Australia/New Zealand base. We will send the spare parts from Japan by courier if not available locally. If the repair cannot be done by a local technician, then the sushi machine may be required to be sent to our Service Centre in Melbourne. The cost of freight is to be shared between customer and Sushi Machine.
4. What happens if the problem was cause by Operator’s mistake or is not a warranty claim?
Upon checking the sushi machine, if the problem is identified as being caused by Operator’s mistake or not covered by the warranty, then, the full cost of repair including packing and freight will be for the customer’s account. Please note that the Operation Manual is very comprehensive and if a customer follows the instructions in the manual fully, there would not be any need for repair during the warranty period. If the customer attempts to repair the sushi machine on their own, it will void the warranty and may be dangerous to do so.
5. Would an extended warranty be provided?
Yes, we offer an additional warranty extension for another year at A$550 per sushi machine (gst included). This extension must be taken within one week of delivery of the sushi machine. Terms and claims for the extended period are similar to the original warranty period and the extension comes immediate upon the expiry of the original warranty. No further extension for any sushi machine is provided beyond the second year.
6. How difficult is it to repair a sushi machine after it has been used for some time?
The design of the sushi machine is based on the modular concept. Most components are ‘plug and play’. Most electrical connections are identified which means that if an electrical component is faulty, it is a matter of removing that component and replacing with a new component. Since the connections are identified, it is just a matter of reconnecting and the sushi machine should be operational again.
7. As most sushi machine will be used for years, how do we deal with wear and tear?
It is recommended that a sushi machine should be reviewed after every 3 to 5 years of use depending of the volume of sushi being produced. As with all machines, there will be wear and tear…the idea of this service is to identify component that possibly may be worn more than normal. After the service and if components are replaced as recommended, a six months warranty is provided for all components replaced. This means that if that replacement component fails within the 6 months, we will send a new replacement without charge.