Message Forums

Quote: Originally posted by Paul Roberson on 09/3/2007

---

All,

It's nice to be able to get back to the forum after a few days on buying trips, etc. I wonder if I could take a few moments to bore the pants off you:

Stock deliveries: there is a strike in Rotterdam docks, or at least there was and they are now trying to clear a 2-3 week backlog of containers. I mention this only to say that stock is rolling into stores later than usual this season and the Due Dates on our site (and others) are a moving feast. Vango has been adversely hit by issues in China and in Rotterdam and as anyone who has ordered a Vango windbreak will know, there has been 3 Due Dates issued all of which have come and gone and still no windbreaks. Nightmare. Interestingly, Outwell seem least affected although the Due Dates for new accessories for their tents (footprint groundsheets and carpets, etc) have also become a moving feast. If anyone wants any information on what is happening with delays, whoever the manufacturer, I'll be happy to try and help.  

Changing the subject completely, someone on the thread mentioned that it was not immediately obvious on our site what the carriage charges would be on check out (without labouring through our Terms & Conditions pages). Well, we have now resolved that by implementing an icon against each and every product on the site which, when clicked, will give you a pop-up with our carriage charges. Not rocket science, I agree (and actually a complete no-brainer) which proves I'm not as smart as I think I am, but also proves I am listening.

Brummygits 'easy contact' suggestions are being implemented on the site next week. A bit longer to implement than I wanted but we wanted to get it right. 

At the time of writing, and although early doors, we've not come across any problems with any particular type of tent this season. We've heard that the Vango Oregon 800 apparently has an exposed flysheet/SIG seam - as this isn't a taped seam (it can't be as taping would melt the SIG), there may be a problem here. We've also exchanged a Nebraska XL for a customer who found a small hole in the SIG, but no sign this is a recurring problem. If any Vango or Outwell reps read this - I'm pleading the 5th!

Regards, Paul

 

 

---

Interesting and useful updates here, so thanks very much for that Paul.

Quote: Originally posted by Liddenham on 09/3/2007

---

Quote: Originally posted by Paul Roberson on 09/3/2007

---

 

If you happen across our website this weekend, we are having a limited time promotion on all Outwell tents with 10% off and 10% off all components/accessories when purchsed with the tent.  

 

I

---

I have just checked this out, Paul, and the 10% is not being deducted from Norfolk Lake accessories, at checkout (but is showing as deducted from the tent itself).

Not that I should really be even looking at buying another tent!

---

Okay, so I've checked this out again, and all the other Outwell tents seem to have a list of accessories underneath each description, with some discount already applied (and, presumably, also subject to a further 10% this weekend), but NOT the Norfolk Lake!

Is this fate, telling me NOT to buy??!!

Big Dan,

Yes, I know Brian very well in fact he is head of the Key Accounts team that deal with the larger Vango retailers in the UK. I talk to him most every day. Beleive me, if Brian doesn't know what's happening, no one does. He is struggling with the almost total lack of information available on what is coming in and when. This has been compounded by problems in China and then the Rotterdam dock strike.  

As we had already informed our Vango winbreak customers by email once about the changed delivery date, I was particularly outraged when I found out (only when a delivery arrived in our warehouse minus the windbreaks) that they were delayed again. As we have 100 vango winbreak customers (and counting) all waiting for their windbreaks to arrive, it is quite an invidious task to email them all with an update and risk losing credibility at the same time.I asked Vango to post an open letter on their website explaining the problems. They politely refused but did get their Director of Logistics to send me an open letter giving an explanation, which as now been sent to all our windbreak customers. 

All of their footprint groundsheets are badly delayed - especially for this years new models - Aspen's we are OK for and also for Diablo 4's and 9's.

We continue to bang the heads together of the powers that be at Vango to try and at least get accurate delivery information out of them but overall I'd say customers are going to have to excercise some patience with them at the start of this season.

Liddenham,

Yes, you've spotted thet way we have set the discount up. If you buy an Outwell tent with all of the components listed underneath, then you will get 10% off the tent and the components you choose. If you are buying an Outwell tent where the components are not listed below (but rather on the Outwell Accessories page) then only the tent will attract the 10% discount. Of course, if 10% off the components is a deal breaker - give me a call at Megastore next week, and I'm sure I'll be able to sort out a package deal for you ;-)   

Hi all,

I have read through this thread with much interest. It would seem that like any successful business problems occur, usually caused by a third party. However "and I know how frustrating waiting for information or products can be" we must respect OM and Paul in particular for putting themselves in the firing line. It makes a pleasant change especially in the internet commerce arena to be able to communicate directly with a real person.

I had the pleasure of visiting OM earlier this week and was greeted by Paul although I believe it was a different one to the Paul on here, he was pleasant, honest, and equally frustrated with the supply problems. He went to the trouble of showing me emails regarding stock availability and it would seem a moving target given by the suppliers, I am not suprised that confusion occurs given the amount of dates and ammended dates OM has been given for stock availability.

All that said I did get my new SV8 and other bit's but couldn't get my footprint, I got a price I was happy with, a service I would recommend to my best friend and an honest evaluation of the problems they are facing. Please guys be patient; I believe they are doing everything they can to resolve the issues.

Usual disclaimers apply, I do not work for them or am I related to any employee or owner.

Hi onred

I think you are correct in what you are saying.

When this thread started OM where not regular visitors to UKCS (you will note that Paul only joined on 12th Feb this year) and so there were a number of disgruntled customers who felt very much that we (yes I was one of them) didn't get any information about stock and our orders.

HOWEVER, since Paul joined UKCS and started giving out information, the continuing visits from Paul have led many of us to reconsider our opinions. I do hope that OM realise the PR and customer service value of this site and the many members who are actively spending money on camping kit, and therefore make a long term commitment to visiting.

I for one will now be giving OM another chance and would also recommend them to my friends again. The only thing left to say is:

Trolloped!

Hi BrummyGit,

Well said !!!!

Hi Rob,

Thanks for going into bat for us - your positive comments about your experiences with us are very much appreciated. The Paul you met in store was probably Paul Finnigan (ex Widnes Rugby League pro - how the mighty fall, eh?!) - like me he's only interested in customers and trying to get things right. We like to think we tell it like it is and if we get anything wrong, we'll hold our hands up. Anyway, last word from Outwell was that SV footprint groundsheets were due to us at the end of March (but I suspect they actually might be with us earlier) - I do hope we took your number to call you once they come into stock?

Steve - Brummygit - Don't be going soft on us now, mate!

Nick and Sally - Several Montana 12's in stock looking at me and looking for a new home to go to. M12 groundsheets - the website says w/b 12 March - we usually get our weekly deliveries from Outwell on a Thursday so, unless things have changed regarding the g/sheet, I would expect you to receive delivery of the tent Tuesday and the g/sheet Friday. And, I would expect you to be informed by email of what is happening. Keep us all posted on your experience.

Cheers, Paul

Quote: Originally posted by Paul Roberson on 11/3/2007

---

Steve - Brummygit - Don't be going soft on us now, mate!

---

Yeah right, I'm not that easy! 

But I am genuinely impressed with your approach to what was originally a top-off that there was a bunch of people moaning about OM on the internet. You could have adopted ostrich management tactics or even become agressively defensive, but you didn't.

Keep up the good work.

Hi All,

Well said BrummyGit (again).

Thanks Paul, I think credit should be given were it is due, I hope the footprint does come in early as I am away first week in April, Paul did take my number so I will await his call.

I am glad to see people understanding and respecting the problems you are facing but to be honest we are fundamentally nice people on here so again keep coming on and keep up the good work.