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 Topic: Coleman customer service
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19/7/2013 at 9:09pm
Location: London
Outfit: Kampa Frinton 4 Classic Nevada M
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When you mention just the pressure of her hand, was she inserting pegs without a hammer and just her hands ....?
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19/7/2013 at 9:40pm
Location: Lancashire
Outfit: Force 10 Nitro 200
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Coleman is not your point of contact. Your contract is with your retailer as stated.
You need to try again to the retailer [who knows your email might of been spammed] if no joy ring them,
as Coleman state, they are sorry for the issue, but the contract is with the retailer. Yes its a standard email from Coleman, but i am sure they get 1000's of emails daily with possible issues, and no chance of writing individual reply emails out every time
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19/7/2013 at 10:15pm
Location: Sandhurst
Outfit: Raclet Hilton Hi Gear Voyager 6
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Quote: Originally posted by kopte4ever on 19/7/2013
Coleman is not your point of contact. Your contract is with your retailer as stated.
You need to try again to the retailer [who knows your email might of been spammed] if no joy ring them,
as Coleman state, they are sorry for the issue, but the contract is with the retailer. Yes its a standard email from Coleman, but i am sure they get 1000's of emails daily with possible issues, and no chance of writing individual reply emails out every time
He's not looking for replacement or compensation (If I understand the OP correctly). He's trying to inform them of a potentially hazardous manufacturing problem. In which case, it doesn't matter who the contract is with. I work in customer services and completely understand why there are scripted responses... the problem with them is that if your correspondence isn't standard, then they struggle with a response.
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21/7/2013 at 8:08am
Location: Lincolnshire
Outfit: 5 m zig bell force 10 trigano ridge
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I too would say if you're not seeking replacement or compensation then it doesn't matter who the contract is with. It's a risk of injury and the manufacturer needs to know directly what the issue is. The shop obviously don't want to know!
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22/7/2013 at 10:53am
Location: None Entered
Outfit: Outwell Vermont XLP
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Coleman customer service is appauling!!! We bought an event shelter from them and first time up one of the poles buckled (not even a very windy day) Turns out they do not sell the poles seperately, they do not offer warranty on the poles just the canvas and basically told me that there was nothing we could do. Contacted Go Outdoors where we bought it from and got exactly the same response. Despite the shelter being advertised as having 12 months warranty - it was 3 weeks old and they wouldn't offer anything other than a repair which required me sending the items to their recognised repair centre - me having to pay and then having to pay to have it shipped back ! Hate Coleman with a passion and wouldn't buy a fly swatter off them!
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22/7/2013 at 11:25am
Location: Sandhurst
Outfit: Raclet Hilton Hi Gear Voyager 6
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Quote: Originally posted by TurtleCrazy on 21/7/2013
Quote: Originally posted by claire c on 19/7/2013I think the problem is that you have got a scripted response from a customer service agent that is only empowered to give scripted responses... it's very frustrating...
If it were me, I would be looking to get the name and email address of the MD or CEO of Coleman UK. As you say, you aren't seeking compensation, you are just trying to make them aware, and no-one better to be made aware that the guy or gal at the top 
Does anyone actually do this and get a response? I would have thought MDs and CEOs secretary's just pass these kind of emails to the customer service departments anyway. Unfourtunatly many MDs and CEOs don't have a passion for the industry that the company works in, just employed to drive the company and ensure growth and sales.
Different with smaller companies where a owner starts a business because they have a passion.
The company I work for (a large on-line travel company) has a senior team that handles exec escalations. Our CEO replies to every customer that writes to him, apologising that they are not happy and letting them know that a senior member of staff will be contacting them to help to resolve their issue.
Personally, I was having problems with the garage that I bought my car from for the last couple of weeks. I eventually said, you have until lunchtime to come back to me with a satisfactory resolution, otherwise I will be emailing the MD... and they came back to me within the hour....
So yes, it does work in some cases... I would always try it as an escalation point.
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