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Humour First - i bought our Voyager 6 for our first trip camping and found that two of the poles had bends on the joints - which i thought was strange and probably faulty so i pitched it and sent pics to Go Outdoors - See my responses here

Original Email to GO

Hi

I put our recently purchased Voyager 6 up in the garden last evening, and there is a small issue with the poles. The Metal bit between the pole sections, on two of the poles has a bend on it which I think may cause undue pressure to the pole causing it to snap

See the pictures of the tent attached, and look at the poles how they bend sharply in two points

Can you advise if I need to bring the whole tent back, or just the poles?

Their First Response

Dear Steve

Thank you for your email.

Unfortunately tent poles are not covered under the tent guarantee.

If you take the tent poles into your local store, they will fix these for you however this will be at a cost to yourself.

I apologise for any inconvenience this may cause.

Regards
Neirin Wheeler
Customer Service Team
GO Outdoors Ltd

My response to this

Hello

I fail to see how a product that is sold as faulty cannot be covered under the guarantee - as I mentioned when I took the poles out of the bag initially they were bent - how can you try and charge me for this?

At this point i figured out the poles were SUPPOSED to be bent (surely GO should have know this)

my subesquent email

Also - just to add

If you knew your products you would have seen that the "bends" in the poles are supposed to be there (if you have looked at the pictures you would have probably noticed). I only found this out by trawling other websites and asking other VOyager 6 users.

I am not satisfied with the customer service, and as a new camper with lots to buy you haven't inspired me to come and spend any more money at Go Outdoors!

To which their response - which is even funnier (still didn't grasp it)

Dear Steve

Thank you for your reply. Sorry for the misunderstanding from my colleague on your previous email.

I am sorry to hear you are having trouble with the poles you purchased from us.

Initially poles are not covered by manufacturer warranty however as the metal poles was bent causing the pole to snap this would not apply.

The best option is to take it into your local store. In store one of our tent specialists will be able to inspect your poles and advise the best option.

I apologise for any inconvenience caused by this issue, if you have any further queries please do not hesitate to contact your local store or our customer service helpline on 08450 020 888.


Regards,
Marie Hopewell
Customer Service Team Leader

I know i was thick to start with, but i would have expected them to know - anyway now the excitement

OUR FIRST CAMPING TRIP - we have booked Solway in Lake District next Friday and Saturday using the SUN 2 for 1 offer - £29.50 for 3 adults and 3 kids - so excited. Now all we need is the last bedding, and some lighting.....erm better go shopping

:)