Push suppliers to own issues

Lee’s back on home turf (and grand-dad duty) and Shane’s in the chair from New Zealand for a lively episode that starts with a wild Guy Fawkes blackout story and lands on a pressing industry issue: two major distributors have exited the NZ market, leaving pros scrambling for parts, warranties, and sensible logistics.

In this episode

• Cold open: A powder-monkey grandad, one huge bang, and parts of Melbourne go dark 😳
• NZ shake-up: Two big distributors stop supplying nationwide—what that means for warranties, spare parts, and service timelines.
• Reality check on freight: When a book of stickers costs $20 to ship, what will a pump or salt cell run?
• What to tell customers: Bulk email blast or handle it case-by-case? Lee explains why targeted, honest comms win.
• Owning the problem: Why suppliers should proactively notify recalls/faults (shout-out to Fluidra for doing it right).
• When brands fold: Lessons from the Poolrite era—who actually carries the warranty, and how pros protected clients (and their own reputations).
• Smart playbook:
  • Vet suppliers for staying power, not just long warranties.
  • Consider buying groups to consolidate freight.
  • Explore becoming a local warranty station to turn pain into pipeline.

Key takeaways

• Don’t panic-email your whole book—inform affected clients individually with options and realistic timelines.
• Push suppliers to own known issues and send parts proactively; it saves everyone’s face.
• Strength in numbers: coordinate orders and freight with nearby companies.
• A long warranty is meaningless if the brand won’t be around to honor it.

Got a topic, tip, or rant?
Email: talkingpools@gmail.com
— Rudy will route it to the right crew.

Happy Monday, and stay safe out there!

Transcript

Copy Transcript Copied

SPEAKER_02 0:53

There's these massive almighty bang, and the whole neighborhood lit up for a second or two. And then they were watching over because they were actually quite elevated where they were, as the whole of Melbourne, actually, and we're talking here, Melbourne City, all started to go black because he knocked out the Oh wow.

SPEAKER_01 1:14

Well, that's something that you would see on a movie.

SPEAKER_02 1:17

Quick, go inside. Hi! No one knows. They all ducked inside, and that was it. Everyone pretended that they didn't know a thing.

SPEAKER_00 1:44

No drama. Green whole nightmare filter on but we'll tell you straight, no worries. Just try.

SPEAKER_02 2:03

Good afternoon, good evening, good morning, good whatever time of the day it is. It is time for Mondays Down Under. I'm Lee, and with me is of course our New Zealand counterpart is Shane. Hey Shane, how are you?

SPEAKER_01 2:18

Very well, Lee. Thank you very much. And how are you? You're back on uh kind of say dry land, but you've been on dry land already, but you're back at home at Lee.

SPEAKER_02 2:28

I am back at home, absolutely. And for those who are watching on video, I'm back in my office, which is my comfort place, which is with all those awards behind you.

SPEAKER_01 2:37

Yes, they are still shining very well.

SPEAKER_02 2:40

I have to dust them. I haven't been in my office for a while. Um, so always good to be back in my own bed with a long hot shower. The caravan is very comfortable, but nothing beats home. And of course, cuddles with my grandson. So that was my first priority when we pulled up, of course.

SPEAKER_01 2:58

What about the dog?

SPEAKER_02 3:00

Uh no, well, actually, the dog did actually get is she's well, she's not my couch mate, is not here today. My son actually brought her to us two days before we actually got home. So he lives in Canberra, happened to be visiting home before we got to Canberra. So he brought our dog back with him. So we got to spend a couple of days with her on the road, which she she was very happy about.

SPEAKER_01 3:27

So it was good. Nice, very good, very good. And on your travels, Lee, just out of curiosity, because we're recording today, it's the 7th of November, two days ago, uh, was uh an event called Guy Fawkes. I'm not sure if um a lot of people around the world have heard of it, so a bit of a history lesson. Guy Fawkes was a French spy, went to uh blow up the Houses of Parliament in the UK. Many, many years ago, he got caught. Um, and they basically celebrate the whole his capture on the 5th of November by lighting fireworks. So over the last 24 hours, we've been pulling out quite a few floaters, but they're good in some ways good frown freshers. Like they just fireworks floating around and in the skimmer and swimming pools. Did you experience any of that yourself by any chance?

SPEAKER_02 4:26

Well, I can actually say I've never experienced fireworks remnants in a swimming pool. So I can say no to that one. We don't celebrate Guy Fawkes Day here anymore. It used to be an Australian tradition years ago, in bygone years, because of our heavy connection with the UK, of course. But I do actually have a funny story about Guy Fawkes that actually happened to my mum when she was little. So my grandfather was actually a powder monkey. So that was the guys that actually used to blow up things in quarries and and whatnot, creating water systems, highways, all of that. He he used to have that job. So powder monkey. Absolutely. So um one Guy Fawkes day, my mum tells this story of how her and her brothers and sisters, and there's a tribe of them, there's eight in total, were hounding their father. They wanted to have their fireworks early. And it was the day before Guy Fawkes said, Come on, Dad, come on, Dad, we want to have it, we want to have it. Really annoyed him. And he went, gave in, because my grandfather was an old softy, and he gave in to peer pressure from the kids, and they had their fireworks and it was all great. The kids thought that was awesome. And then on fireworks night, the kids were all disappointed because they didn't have fireworks. So my grandfather said, All right, I'll fix this. Everybody stay here, stay quiet. So they're all lined up at home waiting for whatever was whatever dad was going to do. And he disappears. There's this massive, almighty bang, and the whole neighborhood lit up for a second or two. And then they were watching over because they were actually quite elevated where they were, as the whole of Melbourne actually, and we're talking here, Melbourne City, all started to go black because he knocked out the whole oh wow.

SPEAKER_01 6:30

Well, that's something that you would see on a movie.

SPEAKER_02 6:33

Quick, go inside, hi! No one knows. They all ducked inside, and that was it. Everyone pretended that they didn't know a thing. BufferZone Systems are the pool and spa industry specialists with a complete range of software for pool shops, service companies, and commercial aquatic facilities. With more features and integrations than any other pool industry software, you really need to reach out for a one-on-one demonstration. Contact BufferZone today. Talking about knocking things out, you've actually had some changes in the pool landscape in New Zealand of recent. There's been a couple of things knocked out. What's going on?

SPEAKER_01 7:19

There are just so probably in the last week to ten days, there has been two fairly big distributors uh for swimming pool equipment, excuse me, which are no longer distributing for the entire country. So I won't go into too much detail who they are. Um for whatever reason they have pulled out, I'm sure there's you know very good legitimate reasons for this. But it kind of leaves you ourselves, you know, if if we're selling the product in a little bit of an awkward situation, um warranty periods coming up, uh parts just for servicing, you know, these particular units have just tubing, squeeze tube, service tube that needs to get replaced every 12 to 18 months, you know, and just these tiny little things which weren't a problem two weeks ago, and now they've become a very, very big problem for little old New Zealand, unfortunately. So the companies are still operating in Australia, um, but it's it's just not ideal at the end of the day. Um so yeah, we've sold a few of these products um and they are with some of our clients. Uh Touchwood, you know, things are running smoothly, but there could be that day where you know we go, the salt cell isn't working. You know, it's only two years in, it's got a three or a four-year warranty. Then you're left in that awkward situation where you're having to contact a different country, different time zone. Luckily, it's only three hours. Luckily. Um, but yeah, it just it it puts a big, big spanner in the works for a lot of people.

SPEAKER_02 9:18

And so like you're only trading a small item. And I have to say, I did send Shane's kids a little parcel a few weeks ago, just and it was just a poster book, like a uh scrapbook, stickers, and and a heap of stickers. And um because it was Hugo's birthday, and but anyway, it cost me $20 to send an envelope with a a book and stickers in it. Probably didn't even cost me $10. So crazy what the post was. And look, I would do it a hundred times over, so I'm not complaining about that. But if that's what it costs to send a little book, what does it cost to send a pump or a parcel of parts? Now it's okay if you're a distributor and you're dealing in bulk and you're getting shipping containers sent over with spare parts, or you're getting pellets sent over, that's different. But if you're only wanting a couple of spare parts, how much is it going to cost you to actually get them? Remains to be seen, I suppose. So is it a case that these companies have pulled out of New Zealand, or is it a case of that the distributors that are over in New Zealand that have been distributing the goods of these companies have parted ways?

SPEAKER_01 10:49

Yeah, yeah. They parted ways basically.

SPEAKER_02 10:52

Okay. So hopefully, fingers crossed, it might be a case of them looking for a new distributor. Um so these companies might be looking for a new distributor distributor in New Zealand. Um and perhaps that's a new relationship that could be established, and then hopefully your ability to spare parts and products will return.

SPEAKER_01 11:17

Yes.

SPEAKER_02 11:18

But what do you do in the case where it doesn't?

SPEAKER_01 11:21

Um Exactly, yeah. I mean, yeah, there there is opportunity, definitely. Um probably not for us. I mean, that's probably not where we want to go, the road that we want to go down. Um, but yeah, it does it does leave you in an awkward situation. No, but um again, you know, when it when it was mentioned, you've always got to try and think of the positive sides, and yeah, there is opportunities, and as you said, yeah, there could be potential opportunities for new distributors over here, or it could potentially be new opportunities for warranty stations over here as well. So at some point, you know, with the majority of equipment, things do get warranty recalls. Um, at the moment, if there isn't anybody in New Zealand or in Auckland, Wellington, Christchurch, wherever it may be, um, that could be a big opportunity for that, you know, a company to reach out to the main manufacturer and just say, hey, you know, we've heard about this. Um is there an opportunity for us to be a warranty recall station, you know?

unknown 12:31

Yeah.

SPEAKER_01 12:32

So yeah. It's um is that something that you've seen in the past yourself? You've been in the industry 27. 27, yeah, I've got it right.

SPEAKER_02 12:46

27, not don't look at dev but 30. Yes, I know. Um so yeah, look, I've seen companies come and go over the years. Probably the one that really sticks in my mind is pull right. Now, pull right are still in existence. So I'm talking pre-2013 here. So um not disregarding or dishing on the current pull right brand. They are still in existence, they've been bought by someone else, those products are still running. But prior at 2013, there was a lot of unsteady water for quite a while as to what was happening, and the brand actually changed hands or was divvied up through a couple of different companies. So um, for a pro product brand that was so heavily entrenched in the Australian market, and it was really probably the leading brand at that time. And their pumps and their filters were bulletproof. They really were, they were a great product. Some of their other products a bit questionable, especially in the later years. Um, and so there was a lot of people that actually got stuck holding the warranty of the products that they'd sold. So in Australia, consumer law is obviously the consumer is protected and we as the seller of the product have to honor the warranty. Now, typically we obviously push that back through to the manufacturer as the manufacturer of those goods. But if that manufacturer ceases to exist or that importer ceases to exist, so if it's an overseas product, the importer takes on that warranty, that importer ceases to exist, which has happened with some solar companies over the years, solar heating companies, um, then you as the retailer or as the seller actually then take on the responsibility of that warranty, and it's up to you to make good that product. And there was quite a few people that were left holding that, and it wasn't pleasant. It was very costly for a lot of businesses, and it was really a case of once bit and twice shy. So it's something that I was always mindful thereafter of who am I dealing with. I was very fortunate we didn't get too badly stung. We dealt with primarily their their their pumps and their filters, which still to this day, and people out there who've been in the industry as long or almost as long as I've and I know you've seen the quality of these pumps too. The the old SQI 500s, 600s, even the 400s, they are still going and they're nearly 20 years old. Um, and it's and they are fantastic pieces of equipment. Needless to say, they don't make them like they used to. Any brand that is, and I'm not just talking pool right here. So, yeah, we were really, really cautious. The chlorinators were a bigger issue. They did actually have quite a few issues with their chlorinators. We had a couple of customers that we had sold custom uh clients we'd sold chlorinators to. Fortunately, there weren't many of them. There was only a couple. And when those chlorinators died, of course, there was no warranty because the company had gone belly up. Um and so we were left left holding that responsibility. And so we chose to replace that with another chlorinator of another brand at no cost to the client, depending on the age. So if it was a few years old but still under warranty, we might have got them to pay $300 or something like that towards the new chlorinator.

SPEAKER_01 16:53

In obviously in a like a pro router system.

SPEAKER_02 16:57

Yeah, yeah, that sort of thing. Um because yeah, we would say to them, okay, well, the cell's just died, and yes, that should be under warranty. We can replace just the cell at no cost to you. But if the power unit dies when you're out of warranty, you're going to replace the whole lot. So let's replace the whole lot. We'll subsidize the cost of the cell, you make up the difference. Things like that. We would juggle around depending on the situation. But you have have that responsibility of making good. We got stuck actually with a solar company where the importer of these solar panels um, and we were trying rigid panels because our preferred um brand of solar, which I had no hesitation in mentioning their name, was Sunbather. Um, and Sunbather were the bee's knees of soft matting panels, or soft matting, I should say, not panels. Um really robust, great quality, terrific product and terrific company to deal with. But they didn't have a rigid panel then. And so we had gone to a rigid panel company and had tried them, and then there was problems with that product, and the importer went belly up. And of course, we were then left holding that product that was faulty that we'd installed on roofs, and we had to make good on that. So again, what we were doing in those cases were we we found another panel that we could substitute, and we would have to pay for those panels and replace them as they um faulted, basically. And that's what we had to do as the as the retailer. We were we were left holding the responsibility.

SPEAKER_01 18:51

Yeah.

SPEAKER_02 18:52

So length of warrant length length of warranty is not always a good thing. I wasn't uh so interested in products that had a 10-year warranty. Or even a five-year warranty if I didn't think the company were going to be there to stand behind it. And let's face it, we never thought Pool Right would not be there in those days. They'd been in existence since I think it was 1973, I think you said Shaq.

SPEAKER_01 19:17

Yep, I think it was that was when they initially sorry, one second. Yeah, 1978 initially started.

SPEAKER_02 19:26

Yep, 1978, and it was 2013 when they went belly up. So they'd been in existence for over well over 30 years. So it was something that really nobody saw coming.

SPEAKER_00 19:40

Yeah.

SPEAKER_02 19:41

Why did why did they go belly up? Well, we could probably speculate. Ross Palmer was the owner at the time. Great guy, but got some really strange ideas towards the end, but let's put it nicely. And I can actually remember, I think it would have been around 2010, um, I went to a pool spa show in Sydney and saw the most weirdest contraption I have ever seen, even to this day, in the pool industry. And it was like a rocket ship come egg thing. And those out there who've been in the industry as long as I have might remember this thing. It was a prototype. I don't think it ever made it to market. But it was like a huge egg dome rocket shape, and housed in this one item was your pump, your filter, and your chlorinator all in the one unit. And so, yeah, one sort of sat on top of the other. I have Googled it, I have tried to find a photo of it for you guys, but it is. A spiral. The water would actually go around the spiral. So very, very strange. So I don't know where he was getting his innovations from, but I'm probably gonna think that it was his innovations that actually probably pushed the company over the edge. Um, and that's just purely me speculating. Maybe that and his love of race cars, because he loved sponsoring race cars and they would zoom around the track with pool right blazoned all over them. And he would even bring those race cars to the trade show and park them on his stand for everyone to gawk at. So um it was it was a big part of his identity. So um, yeah. He was a he was a fun guy. It's not great when you're the one left holding um that responsibility, that financial responsibility. And you're also the coalface, like you're the ones that are having to face that client when they have a product that most likely you sold them. So if you've put your trust in a product, you've recommended it, and you've sold it to the client, and they've bought it on good faith from you, knowing that you're recommending the best in your opinion, and then that product fails and you're left holding that responsibility with egg on your face, it's not a pleasant place to be.

SPEAKER_01 22:43

Yeah. That brings me to this question, actually, Lee. I mean, would you, if you were in my position and obviously you've been there in the past. Would you send out an email to I was thinking about sending an email out a bulk email and to all of our clients expect explaining the situation? Um or would you just you know maybe just leave it until if if there is any warranties and then explain the situation?

SPEAKER_02 23:17

I'd just leave it until there is any warranties and explain the situation individually to the and just say, look, I just need to make you aware that this has happened. Um that will impede how fast we can get this item repaired, and then you can give them options.

SPEAKER_01 23:37

Yes.

SPEAKER_02 23:37

Um I think probably sending out a bulk email, which you're going to be sending it to people who have and haven't got those products, um is probably sort of setting off a fire alarm without it there actually being a fire. So I think just addressing each situation individually. That said, I would love it if suppliers would do that. I would like suppliers to actually take the forward step and when they have a product that has a problem, a known problem, and please don't stick your head in the sand and say you're the only one, because we all know we're not the only one when you tell us that. Um it tell us there's a fault with that particular product. Hell, send me a couple of spare parts. Like when it's a nominal issue and it but it's a known issue, own it. Say there's a problem with this chlorinating cell, maybe it's the leads, let's go for something easy here. There's a problem with this chlorinator, the cell leads are faulty. We it's a known problem. Won't happen to all of them, but it's it's becoming obvious that there's a few that have had these issues to preempt that here are four sets of chlorinator cells because you've bought a dozen in the last six months, whatever it might be. And if you need more, let us know. Because then that way, as the retailer, if I've got a client that's got that problem or reported a problem with that brand, I can go out there with those leads ready to do the job then and there on the spot. And I'm gonna save face as a retailer or a service technician, and the company is going to save face by being proactive. And how that's really gonna do wonders for our relationship between supplier and service tech or retailer. So preempting those things, being proactive, let's say owning your shit. Like, let's face it, that's what it comes down to accepting responsibility and putting your hand up and going, hey, we have a problem here, we want to address this head on.

SPEAKER_01 26:00

Yep.

SPEAKER_02 26:00

It's gonna be better for everyone all around.

unknown 26:04

Yeah.

SPEAKER_01 26:04

I think since we've had our company, there's only ever been one um manufacturer distributor to actually do that, and that's Fluidra. Every now and then I have had a uh like a product recall email come through, or if yeah, if there has been a foldie product. Yep. So good on them for doing that. Absolutely. 20 suppliers in New Zealand. No, I've I don't think I've ever had any form of email.

SPEAKER_02 26:38

And I agree, I've had the same experience with Fluoridra. So Fluoridra, you're getting some brownie points today, free of charge. Um, but I had the same experience with Fluoridra. Maybe it was the fact that I had a very proactive um account manager. Uh, maybe it was just that I had a really good relationship with them. Um, but they actually knew that there was a problem with the P320s, or it might have been the back in the 280s, the control box that was on top of the pump. We were their warranty agent. And so they preempted that and they actually sent us out a couple of, or three, I think, at the time, of the control modules that went on top of those energy efficient pumps. And we had them there ready to replace on the pumps as they faltered. And then we would just put in a warranty claim, put down that we'd we'd done the job, the serial number of the one that had come off, the serial number of the one that had gone on, and they would pay it, and then they would also ship us out another one to replace the one that we had just used.

SPEAKER_01 27:44

Yeah.

SPEAKER_02 27:45

And it was fantastic, it worked really well. I have to do something.

SPEAKER_01 27:49

And that's the way it should be.

SPEAKER_02 27:50

Yeah, absolutely. And I do say Fluoridra, um, for most accounts, do have a fantastic um warranty, online warranty portal where you can lodge warranties, you can see where repairs are up to. Availability of spare parts at times can be another matter. So maybe they can they can uh improve there. I think a lot of companies can though. Availability of spare parts is something that is really important.

SPEAKER_01 28:17

I think that's a whole nother podcast, Late.

SPEAKER_02 28:20

Yeah, we won't open that can of worms, will we?

SPEAKER_01 28:26

Yeah. Well no, I guess for the uh yeah, for the most part, I mean people listening out there, especially in New Zealand, I mean, do you see this as, you know, a big hindrance or do you see it as an opportunity? Um, I'm sure they have been reached out if they have been supplying these products as well as having accounts with these two distributors. So, yeah, I mean you've you've always got to try and find opportunity, you know, even in the crappiest times, and maybe this could well this could well be an opportunity for people out there.

SPEAKER_02 29:05

Yep. And it's also an opportunity for you guys to create a network. You're all going to be in the same boat.

SPEAKER_00 29:12

Yeah.

SPEAKER_02 29:13

So actually reaching out to one another and going, hey, are you aware this has happened? How about we get together and we actually create our own little buying group? Maybe we all need to place an order. Maybe we could get it freighted together. All could be individually invoiced by the supplier if if available, but all freighted together. And so therefore saving freight costs. Something like that might be worth considering.

SPEAKER_01 29:46

I'm gonna make a note on that link the light button. Thank you.

SPEAKER_02 29:50

So yeah, there's strength in numbers.

SPEAKER_01 29:54

Oh yeah, yeah, 100%. Yeah, there is.

SPEAKER_02 29:57

Yeah.

SPEAKER_01 29:58

So cool.

SPEAKER_02 29:59

All right, well, we're not setting anything on fire or exploding anything today. So happy Guy Forks Day for two days ago to our UK and New Zealand listeners. Um but that brings us to an end for today's podcast. So remember, if you have any topics, any suggestions, any questions, please don't hesitate to reach out. We'd love to hear them. Give us um an email to talkingpools at gmail.com where Rudy will shift that out to the most applicable pod show uh podcast host group. So remember anything that is that can be discussed, any suggestions, any questions, anything that you would like us to talk about, drop us a line. We really appreciate you listening to us and we hope you have a great week ahead. So happy Monday. See you guys.