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09/4/2011 at 12:04pm
Location: Beautiful Warwickshire
Outfit: Various tents
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Joined: 16/7/2010 Diamond Member 
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On Boxing Day I bought an Outwell Nevada M from Go Outdoors, Coventry, in their sale - a fantastic bargain at only £150 with extension, carpet and footprint.
However, when I test-pitched the tent yesterday (see separate thread) I found three manufacturing defects, one minor but two making the tent all but unpitchable.
I phoned GO and they couldn't have been more helpful. Within an hour, I had driven to the Coventry showroom and been given a replacement. There was no quibble or question - the guy unrolled the tent to verify what I'd told him then replaced it with a brand-new Nevada M.
What's more, the staff were very sympathetic and friendly in dealing with the matter. Full marks to GO.
Disclaimer: I have no connection with GO except as a happy customer.
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09/4/2011 at 12:34pm
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Joined: 24/1/2011 Diamond Member
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I agree Skip, GO Outdoors are very helpful up here as well. I bought my Carolina M at the retail price (about £230 I think). Next day a flyer came through the door with the sale price of £140. After emailing them I was told to pop in to the Edinburgh shop and see if they could come to some arrangement.
Bottom line is when I suggested some form of credit note as I use the shop regularly (expecting them to meet me half way) they were delighted and gave me a full credit for the difference! Needless to say it was spent the next day! So thumbs up for GO!
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Jim
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09/4/2011 at 12:36pm
Location: Warwick
Outfit: Outwell Montana 6
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I had the same (same store) from GO. Bought a Monty 6 right at the back end of 2009. Used it three times for three nights in 2010.
Putting it up on the last trip I noticed that the sleeve for the front pole was becoming frayed (not at the edge where the pole goes in but at the other side of the stitching). At the same time the missus noticed that one of the bedroom toggles was missing (probably from the start), a minor niggle. Also the bedroom window/vent velcrow had given up the ghost, which meant that it either blew closed during the day, making the tent warmer or blew open during the bight letting a breeze in.
I'm not one for complaining about small things, but it did concern me that the tent appeared to be having problems in such a short space of time, especially as it is well looked after and we don't have any kids, so it doesn't get abuse.
When I took it back, the supervisor came over (seemed quite experienced), asked what the faults were and then just said go and pick out another one from the displayed stock and we'll swap it over, without even looking at it (I suppose they have tents coming back for the same known faults).
I'm not sure it this is because of the GO policy or Outwell policy or a combination of both. I know Outwell did have some quality issues a year or so ago, but with that sort of back up I'd be happy to purchase from them again.
Post last edited on 09/04/2011 13:16:01
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09/4/2011 at 12:36pm
Location: Beautiful Warwickshire
Outfit: Various tents
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My test-pitch Nevada M thread is here in Tent Talk
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09/4/2011 at 6:28pm
Location: Leeds
Outfit: Nevada Yukon Carolina Fusion Bell
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Did they replace it with a 2011 one? If so, I'm gutted my test pitch revealed no defects!
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Mar - Milarrochy Bay - 9 days
Apr - Drayton Manor - 1 day
May - Saxdale - 4 days
May - Nantcol - 9 days
July - Weymouth - 1 day
July - Rozel Bay - 14 days
Aug - Corfe Castle - 2 days
Aug - Saxdale - 4 days
Sep - Stratford - 2 days
Oct - Stainforth - 2 days
Dec - Saxdale - 5 days
To be continued.....
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09/4/2011 at 7:24pm
Location: Bury Lancashire
Outfit: None Entered
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People are often quick to complain at problems, but it is so refreshing to hear of things going right once in a while.
I've always said that you can't truly measure customer service until there is a problem, and you can see how well (or otherwise) a company rectifies it.
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09/4/2011 at 8:46pm
Location: Oxfordshire
Outfit: Khyam Ontario 8 XC
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Similar experience last year with Go in Oxford, our airbed burst while we were away and had to replace it locally, when we got back home we checked the Go one and it was a manufacturing fault with a seam. Showed the assistant and we were given a refund and an apology. Never had any problems at all with them!
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Snore-proof fabric, I've invented it, who's in?
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26/4/2011 at 7:05am
Location: South Wales
Outfit: Ex-army frame tents.
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SC,
I guess you also received expenses incurred and some compensation to boot, if not then the company did the absolute minimum in my view.
Eric.
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Can you cry under water?
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26/4/2011 at 7:37pm
Location: Leigh
Outfit: Hi Gear Kalahari 10
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While everyone is praising the staff at GO outdoors, Ile put my twopenneth in too. Went into the Wigan store on Saturday to have a look for a new tent and saw a guy standing there who looked a bit bored, so all I wanted to know was how many bags the kalahari 8 came in. I got the greatest advice for a new camper anyone could ever expect. He told us everything we wanted to know, right down to advising on what cooking equipment to use before we spend a fortune on specialist gear. He helped us for over an hour. We didnt buy a tent in the end-he told us to wait till next week, because we'll get a better deal. Now that is top service from a top guy-Keith is his name, if you want to buy a tent in Go outdoors Wigan.
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When there's a knock at the door, why do dogs always think its for them?
Fat people are harder to kidnap
I am a bomb technician, if you see me running, try to keep up!
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Topic: GO(od) service
