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Quote: Originally posted by Macadoodle on 03/10/2013Hello Michael. As the original poster, I have some questions that I hope you can answer for me.

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1. Why did Camping World sell me a carpet that they knew was already faulty? I know Camping World were aware of this fact as I was told you noticed it when you originally set up your display tent.

Actually, the carpet was made correctly but Outwell changed the spec of the bedrooms of the tent from the initial design at the last minute. It was only mid season we realised the problem would effect all packages. The carpets were not faulty per se, but had features in the wrong place. Outwell initially said they would rework all the carpets to fit but this proved impractical and instead they offered replacements next season, which we duly passed onto customers as each situation came up.

2. Why, when it was apparent that replacement parts were not available, was I not offered a refund?

On return of the goods you should have been offered a refund, although most people chose to keep the carpet as is for the rest of the season and accept a correct replacement next year

3. Why did your manager insist on contacting Outwell, causing unnecessary delay, when my contract was soley with Camping World?

We as a retailer only get credited for returns with Outwell if they are authorised by Outwell first. This is always done well within reasonable timescales, but is another level of red tape I appreciate is frustrating for the end user. We also use the manufacturer for expert opinion on some faulty items as they collate pan-European data about known faults and can advise us if we are unsure. Your contract is with us as the retailer, yes, but our decision may well rely on information supplied by Outwell. This is all to do with your product warranty.

4. Do you think it is reasonable for me to have to wait six months for replacement parts?

Not at all and this would not usually be the case. If you were not willing to wait for the new batch of carpets to be made and shipped in from China then you should have been offered an immediate refund

5. If spares had been available, then this whole episode would not have happened. Will you be putting pressure on Outwell to improve their quality and increase their production of spares?

This is a moot point as any spares for this item would also have been incorrectly made. Outwell generally do have spares for most items available

I would be very grateful if you could provide answers to these questions here on this thread, as I feel they are valid points that need addressing.

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