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bootsnall

Joined:

May 07

Posts: 23

bootsnall says:

Terra Nova good tents but no respect for customers?

My brother and I bought a TN Ultralite Voyager each, in January 2011 at a cost of nearly £600.  I registered both tents on their website.  We first used them in June 2011.  We noticed that there were only 12 little titanium pegs but there were 13 guying points.  I genuinely thought that it was a counting error on their part and so I e-mailed them, first without reply.  It was a genuine e-mail asking for an extra peg each.

 

After my second e-mail, Sharon Brogdale responded, saying that I could buy an extra peg from their website if I wanted to and lincluded a link to the online shop.  We have been e-mailing ever since.  I am disgusted that they won't send us a peg each.  It's the difference between being happy with the tent and the company and being totally disregarded by them.

 

She says that they get their pegs from the warehouse and she can't open a bag to send one out.  Why not I ask?  We can't be the only people to ask for one.  She could then keep the open bag in the Customer Service office (if they have one) and next time someone wants one, send them one out, to keep them happy.  If enough people complained, they may even provide enough pegs for all the guying points!  Now that would be an idea, eh?

 

The attitude of TN seems to be about squeezing the customer for that extra little bit as opposed to contacting the customer when they register their product and seeing if they are happy and doing everything they can (within reason I agree) to keep their customers happy.  I won't rush to buy another TN tent again.  I'll research the market and go elsewhere for one because I always vote with my feet when I get bad service.

 
twiglegs

Joined:

Jul 08

Posts: 4358

twiglegs says:

Re: Terra Nova good tents but no respect for customers?

Does seem a bit short sighted on their part, losing 2 good customers for the sake of a couple of pegs. !

Btw, do you actually use the ti pegs, as i find them to be completely rubbish.

"Technically, Everest was quite easy, in comparison with something like Grindslow knoll, for example". - Sir Edmund Percival Hillary
brillopad

Joined:

Aug 11

Posts: 19

brillopad says:

Re: Terra Nova good tents but no respect for customers?

The problem is that it is a company that relies on occasional big purchases than regular small purchases, therefore, they don't need to worry about repeat custom from happy customers... Other than the bad press it gets them on the internets!

bootsnall

Joined:

May 07

Posts: 23

bootsnall says:

Re: Terra Nova good tents but no respect for customers?

I'm glad a few outdoors folk agree with me on this one.  It's not about being trivial, it's about a customer being happy.  twiglegs - I have used the tent twice and have used the pegs, but it was soft ground so I had no problems.  They are a bit like toothpicks though, eh?

Stuey

Joined:

Jun 08

Posts: 388

Stuey says:

Re: Terra Nova good tents but no respect for customers?

Totally agree I have experienced the same thing I got the laser Comp and Quaser and when my Quaser turned up it had no pegs rang the retailer who told me there was nothing they could do and to contact TN which I did only to be told that I could purchase them but basically that's the only way I was getting them.

So had to buy them which I think is **** considering the cost of the tents, and as you say vote with the feet as I would never use them again and North Face are the same they will accomodate anything you want for a charge that is after the six week wait for there response to your email.

All in all pretty crap when you consider these companies are supposed to set the industry standard as we pay a premium for decent kit not just to have the name but the after sales confidence aswell which unfortunately is non existent.

Just hope other people read these posts and steer clear.

"Ble mae'r tafarn
twiglegs

Joined:

Jul 08

Posts: 4358

twiglegs says:

Re: Terra Nova good tents but no respect for customers?

bootsnall said:

 twiglegs - I have used the tent twice and have used the pegs, but it was soft ground so I had no problems.  They are a bit like toothpicks though, eh?

Yup, toothpicks, and i don't bother with them, so if you'd like one to make up the 13 drop me a pm.

Btw: mine are the orange topped ones.

"Technically, Everest was quite easy, in comparison with something like Grindslow knoll, for example". - Sir Edmund Percival Hillary
bootsnall

Joined:

May 07

Posts: 23

bootsnall says:

Re: Terra Nova good tents but no respect for customers?

Thanks for the offer twiglegs, but I'll use the 12 as efficiently as I can.  I wouldn't like to take yours in case you ever sold yours and needed them.  They are a reasonable price to buy.

cruachan66

Joined:

Feb 07

Posts: 1646

cruachan66 says:

Re: Terra Nova good tents but no respect for customers?

 i bought a tarp tent scarp 1 earlier this year and on the first outing at small water the cross pole snapped under extreme winds...i emailed henry shires who makes them in the usa..he sent me a brand new pole and some spare material to mend the smallest of tears where the pole poked through..for nowt...terra nova should take note of the good service small manufacturers such as tarp tent give.

uglybag

Joined:

May 08

Posts: 3

uglybag says:

Re: Terra Nova good tents but no respect for customers?

 I had a different experience, although I did not deal with them direct.  In the mid-to-late 90s I bought a Pluto hooped bivvi and took it to Scotland.  It poured all through the first night.  I awoke to find a pool of water in the foot of the tent and my down sleeping bag soaked to the knee area.  Not happy.  The next night it happened again, with even more water ingress leading to soggy kit and I decided to abandon the trip.  I returned the tent to the retailer with a letter of complaint.  They sent it back to Terra Nova (I think they were Wild Country then) and I received a full refund and some compensation.  I don't know what would have happened if I had dealt with them direct though, but the shop was great.  I have since bought a Saturn and a Jupiter and have had no issues with them - apart from the coffin-small size of the Jupiter being a tad claustrophobic when sealed inside in heavy rain for 12 hours!  At least it didn't leak.

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