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Vango Lifetime Guarantee
All Vango products are designed and manufactured to exacting standards and are guaranteed to be suitable for the end purpose intended. As part of our ongoing commitment we will guarantee for the lifetime of the product, that should this product fail during normal usage as a result of a component, material or manufacturing fault, excluding fair wear and tear (which includes colour fading), then the product will be repaired or replaced at our expense and discretion. This guarantee is only valid when products are used for recreational purposes, which do not include commercial usage i.e. hiring, use by outdoor centres etc.
Repairs to damage caused by accident, improper care, use in inappropriate conditions, normal wear and tear will be carried out where possible at a reasonable charge. Please ensure that all products are clean and dry prior to being returned, as failure to do so may result in the product being returned to you un-inspected, which may in turn impact upon any warranty claim.
No consequential loss may be claimed under this guarantee. This guarantee in no way affects your statutory rights.
If you think your product is faulty then you should first contact the stockist from whom the product was purchased. They should then consult with us, if necessary, to resolve the problem as quickly as possible.

Suppose it depends how heavy a wind and whether this constituted inappropriate conditions! Ring 'em to find out.  What have you got to lose?

Mike J

I am awaiting to hear from my supplier, who have promised me a call this morning after speaking with Vango on my behalf. 

They mentioned that Vango may ask where and when we pitched the tent and said they may get in touch with the Met office to find out what conditions were like at the time..........Like the Met office can tell them exactly what wind speeds there were in the exact spot we were pitching..........I have never seen any literature or any information anywhere that states "This tent can only be pitched in perfect conditions, where there is no wind".   Have you?

The manager of our retailer did stand in his shop holding the faulty anchor strap that had ripped off stating "this is not acceptable".

Still waiting to hear though, will let you know how I get on.   I would be interested too, to see how anyone else got on.

E-mail them caz841!

I had very good customer service off Vango, maybe they didn't get the letter always worth a try and an e-mail doesn't cost much does it!!! Quicker than the post too!!

http://www.vango.co.uk/  On the contact page there's a bit to fill in.

I wrote to Vango asking if they could supply me with a spare pole section for my Oregon as my local camping emporium was out of stock of the correct size and I needed it asap. I told them that the pole section broke because I was attempting to pitch it (first time with that tent, cack-handed novice assistant) in a very high wind, thus it was totally my fault and I would pay for the replacement, of course. Lo and behold they sent me two sections for nothing, totally free. I was deeply impressed.

I do vaguely recall seeing somewhere that the Vango guarantee was changed last year to not covering damage to their leisure/family tents caused by winds over 30mph (may not have this figure quite accurate). Something like that anyway.  That`s why they ask for details of the weather at the time of the accident.

"we will guarantee for the lifetime of the product,"

So what is the expected lifetime of a modern tent? One year. two years, ten years?

Frankly, not worth contacting them.  We are both Scout Leaders, and experienced mountaineers.  We bought a Vango Vista 600 2 years ago, influenced by the 'Lifetime Guarantee' and by the wording on the website, which says "a family tent with mountain attitude" and that the "Tension Band System - ensures that the tent performs in adverse weather conditions, especially in high winds".

First weekend in July last year the tent failed catastrophically - our 5 year old son was scared to go camping for the rest of the summer (over it now, thankfully) after three poles snapped and ripped holes in the flysheet - a wet drive home from Gairloch at 5am was no fun.

Vango refused to honour the lifetime guarantee saying that we had used it in condition outside its design parameters.  They clarified this by telling us it is only a 1 season tent, but didn't explain why they worded their website as they do.  They also were unable to explain which was the '1 season' in which we should be able to use it.  As the incident occurred on 1 July, I can only conclude that Vango tents, from a Scottish manufacturer, are not good enough for Scottish summer weather.

So, they give a lifetime guarantee, but will wriggle out of it, even going so far as to use the weather reports mentioned above.  It is not worth the paper it is written on and I'll not be buying Vango again.

nicola1972

How quick did they respond to your e-mail?

Just wondering what to expect as I e-mailed them last night and was wondering what sort of response time to expect

Thnaks

\\\\phil

i would not buy Vango again after the aftersales department refused to sell me some flysheet material to repair our tent. the damage was outside of the lifetime guarantee.

don’t buy Vango, they are trading off the old values of quality which they no longer uphold.