Gday Mark. I kind of found the same thing initially when dealing with them - struggling to get a response from my emails. I then followed up with a phone call. I think the gist of the situation was, as they were no longer an official Berg dealer, they were no longer able to get spare parts (this may have changed now?) and hence maybe a little slow on responses to international customers – which I understand.
Anyhow, after this initial hurdle I found their response and willingness to help me out fantastic (even to the point of sorting me out with a 2nd piston for my rebuild with only a few hours on it – at a brilliant price). Stuff was sent out to me very promptly without inflated shipping costs. I had just as great service from Boss as well (I needed to use 2 stores to keep under the AU$1000 import duty threshold). These 2 guys I would definitely use again and recommend to overseas customers.