I have only had a positive experience with them. At the beginning of the month I sent my gen 8 back to them (still under warranty) because it was running really erratically. They said they couldn't find any problems with it and Tony said he even tattooed with it and it worked perfectly. Just to stay professional Im not going to get into details but I tactfully pushed the issue and they mailed me a new machine which I should be getting in the mail in the next few days.
I think the only pisser here is that you have to wait so long for your machine because Australia is a very long way away and its not cheap to get something there either.
Im pretty sure that it says somewhere on their website that they don't sell certain parts but I might be wrong. I think if you are persistent and polite (patient too) you can get your machines fixed and just be out money for shipping.