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Hi, I've just joined this site specifically due to this thread.

I too am having problems with Gelert and World of Camping's customer services not responding very well to a query regarding tent poles.

I've had a Gelert Alaska 8 tent for a year, but unfortunately even though I take good care of the tent and it's never been used in any extreme conditions, several poles snapped when I was airing it after the last trip. 

Initially I couldn't recall who I'd bought it from and couldn't find the right poles on Gelert's web site, so I emailed them asking if replacements were available and if they'd be covered by any warranty.

When I didn't get a reply, I phoned Gelert and quite a confused message that they would replace them for free if contacted by my supplier. I asked how much they'd cost if I just bought some and was told that they'd be free too, but I'd have to try my supplier first!

I called them back to say I couldn't be sure who the supplier was, and could I buy some, to be told that some will be on route to me for free if they're in stock. If not, they'd ring me to let me know.  Several days later I got a short email telling me to buy them from my nearest camping store.

I eventually found my receipt and rang World of Camping, who said they'd look into it and see what they can do. They did add a link to generic poles that need cutting to size, although this is problematic as the original poles have splintered, so their proper length is difficult to guage.

Since then, I've not managed to get hold of, nor had a reply from anyone, despite a number of messages and emails that I've left.

I socialise with quite a few people that go camping, and prior to this I would swear by the tent. Now, I couldn't recommend Gelert or World of Camping to anyone due to the far from satisfactory service I've had from them.

What I find ridiculous is that they're losing customers for the want of a small price to them.

Well - we're back & we survived!

No probs with the tent (other than a slightly frayed guy rope). The first night we had some pretty atrocious weather - winds & driving rain. But the tent stood up to it, & didn't leak or anything. I was a bit worried that something would snap on it - but I guess anything that was going to "go" on it, had already "gone"!!

& true to her word, Kaz from WoC did ring me yesterday to say that Gelert had promised to deliver a new pole to them that day - but (surprise!) she was still waiting for it. It was 6pm by then, so maybe it will be delivered today.

Kate

I've just read through all this as I had considered some items from WOC. 

Am I right in thinking that this is still the pole that was supposed to be delivered to you last Monday for your trip? 

Time to ask for their managing director and request either a full refund or a brand new tent, go straight to the person in charge.  A while ago I was due a replacement cheque for one that went missing in the post (not camping related) and it took ages of faff to get it, basically because they were getting the interest on my money.  After being patient with the people who didn't have the clout, I then asked to spek to the top bod and refused to get off the phone until I did. Result - the cheque was issued that day and sent recorded.  You don't have to shout or get cross, you are in the right and have been extremely patient, a tent is a consumer item the same way that food or clothing is and it should be fit for purpose.

Regardless of the manufacturer, this is shoddy customer service - they may not be able to get hold of the parts, but they can offer you a refund and you can buy a good tent from another supplier. 

Angie, I absolutely 100% agree with you.  I just cannot understand a company of WoC's standing not coming up with the right solution straight away - refund or exchange.  I feel they may have lost a few potential sales because of this.

Clare

Well, Kaz phoned again last night - & it appears that Gelert are now giving her the run around. The poles are NOT in the post to WoC. Someone else will be dealing with this at Gelert from next week, so hopefully it will get sorted then.

I did ask Kaz about a refund, & she immmediately said that if that is what I wanted , all I need do was box up the tent & someone would collect it. I should then have a refund in roughly 2 days.

But what do you know - as soon as I said this to the kids they were horrified that we would be losing "Blue" - they have only camped in it once, but are already attached to the tent!

I'm hoping this thread doesn't turn into a WOC witch hunt, as although WoC have never actually OFFERED me a refund thruogh out this, as soon as I ASKED for one, they immediately agreed.

The ball is now in Gelert's court - let's hope THEY want to play.

Thanks for all the interest & concern. Will keep everyone up to date when I hear next week.

Kate

Well - a bit of a non update really.

WoC are still on the case to get a replacement pole, Gelert are still making empty promises about sending one, & I'm still not holding my breathe that I will ever get one!

I have decided against getting a refund - as we do like the tent - the size, layout etc. But this has now become a matter of principle that I get a new replacement pole.

I'll let you know - as & when.

Kate

Quote: Originally posted by shadnasty on 23/8/2008

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We recently bought an outwell suvalley 6 from world of tents and had exactly the same problem, only we were in a wet field in dorset struggling to put up our new tent in the rain. For the duration of the trip the pole was held together with sticky tape,and luckely it stood up to gail force winds. When we got back we tried to get in contact with outwell, which appears to be nigh on impossible.We also got in contact with world of tents who asked us to send back the post in question and they would mend it free of charge (all postage paid by them).We do still feel a bit agrieved as we purchased a brand new tent , which cost over £300 and before we have even used it ,it has to be repaired. We feel some small compensation might have been a nice jesture.

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Shandnasty - that sounds just awful. Poor you! At least we had all our grief BEFORE we went!

Kate

Well - a result at last!!!

I received the new pole yesterday, & everything seems fine. WOC also put in a 'pressie' - an eco-shopper bag (Kampa) - for the inconvenience.

Thank you so much to all the people who gave me advice thru this - it really is great to know support is there - & has renewed my faith in people!!

Kate x

I won't buy anything Gelert after having had a poor response from them on two occasions. A few years ago, we bought a table while on holiday in the lakes which waited until we got home to Sussex before it broke. Gelert didn't want to know and said we had to send it back to the retailer. Although the retailer was happy to replace it or refund our money, they (understandably) drew the line at refunding the postage, which would have been almost as much as the cost of the table. Gelert said they'd remiburse them, but the retailer had heard that one before and wouldn't take their word for it! We ended up binning it.

Then someone bought me a really nice remote control lantern as a present. In less than a year, the tube went and Gelert couldn't supply me with a replacement (I was happy to pay, even though the thing was less than a year old) or even tell me what model the tube was or where I could get one. They're bleddy useless imo and I boycott their stuff now.