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.