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We took our Montana 12 away to Cornwall last week, which we bought in early June last year . It was its second time out and had been properly pegged out fully using the heavy duty pegs. No leaks, alas the poles could not stand up to the weather on Monday (The worst was on Sunday apparently). We went out to get some food and on returning to the tent we found that two of the rear poles had completerly collapsed, bending in the middle, leaving the rear of the tent flat and a tear in the porch door where the porch pole had broken, and torn off pole clips.

Luckily there was a fellow camper with the 2 spare poles for his Montana 6, which we could borrow for 24 houirs until he went home. It meant curtailing our holiday but took the tent back to the supplier, broken poles and photos in hand. All we got was we will look into it and speak to Outwell, and kept our tent for a period unknown as yet, as he couldnt deal with it then. He claimed he had never seen a pole collapse before and there was no known problem with any Outwell poles..

As I pointed out the upright poles on the 2006 version do not join well with the roof poles thus allowing the roof poles to be loose and lean to one side, and jam. This in turn puts extra pressure on the upright poles which I believe contributed towards the collapse, broken poles, and damaged canvas.

Has any one else had this problem??

Phillifish,

We had a brand new Montana 12 in Cornwall the same week. We also suffered several broken poles.

Our supplier, World of Camping, said they would look into it but they are unlikely to replace them since wind damage is not covered under warranty! But they said they would contact Outwell and get back to us. So far they have not and so we hold out little hope.

We are experienced campers and it was erected properly. In fact several other campers from the site helped us erect it. Ours was the only tent on the site that suffered pole damage.

Our experience may help with your claim. Let us know how you get on.

Simon + Alison

Simon/Alison

We took ours back to PJ Camping where they 'examined' the poles. After about 10 days and speaking to Outwell they agreed the poles were faulty and have just replaced the tent with a 2007 model.

Apparently the poles on the older model were not up to spec>

If you need any pictures of the problems I do have several I can e-mail to you if it would help

Phillifish. 

Phillifish

Success!! I got the names of the directors from Companies House and wrote to them personally.

After a couple of emails replacement poles arrived.

I certainly think it helped that we could tell them that someone else had their poles replaced.

Spent last weekend on the south coast in glorious sunshine.

All the best and thank you for your help.

Simon & Alison

I had a similar problem with my Montana 6.  I took the poles to back to BLACKS who frankly have been useless and I don't even think have sent the poles back yet and it's been months.  Simon and Alison, could you please let me know the names/addresses you wrote to so that I can do the same? 

Thanks, Matt (matt3603 at hotmail.com)

We just got back from 1 week camping in Weymouth.  Much to our surprise, when errecting our Montana 6, we noticed cracks/splits in poles, not to mention rust at the ends -boy did we have fun pulling them apart after when packing up.

What's the best way to go about getting them replaced?  We purchased it August 2005 (from Camping shop direct (mail division of abc camping), have used it about 6 times for weekends and week holidays.  The poles are coated in grey paint.

Also are they likely to replace jus the damaged ones or all poles so colours match.  Any help would be appreciated.

Cheers Peter

I have now received a full set of replacement poles for my Montana 6 from outwell.  Had to complain to Blacks head office before anything was done, but Outwell were very quick at sending out the replacements no questions asked.  They are different from my original poles as they are not bare metal but are coated with a kind of brown/grey paint.

The email address for Outwell customer service is:

service at oase-outdoors.dk

hope this helps

Matt

Thanks Matt.  Funny, I always thought the shiny bare metal was the newest pole.  The ones we have are coated with a darkish grey paint.

I've found a number for Camping shop direct and will try calling them or even emailing oase -outdoors.dk

Slightly off topic, we managed to get the front extenstion and so many people were interested in it at the campsite, I would highly recommend it for the Montana 6 great for keeping your cooking stuff and table etc in.  The pole for that were silver.

Cheers Peter

Update: Spoke to someone in Camping shop direct.  Their response was that the 12 month warranty had run out and we'd have to pay to get a new frame.  They believe the poles got damaged in strong winds and had a lot of stress put on them.  They also said that if the poles were faulty we would have seen the damage within first few times of using them, or when we wiped them before putting them away. 

I'm now checking my legal rights Can't believe poles could go after only using tent 6 times probably a total of around 30 to 40 days tops, under all weather conditions.

Does anyone have a phone number for outwell direct?  Will also try emailing them once I've had the replacement quote from Camping shop direct.

Definitely email outwell.  Tell them you know about the fact that the poles are weak and many people are having problems, and also that you know they have replaced many sets of poles (which is really an admission that the original poles aren't up to the job).  Quote this website.

I'd also get back on to Camping shop direct and tell them that other companies have managed to get knew poles from Outwell despite being out of guarantee.  It would probably help if they contacted Outwell on your behalf as well.  It won't cost camping shop direct anything (Outwell take the hit for the cost of the knew poles) it would just be an example of good customer service.

Matt

Thanks for getting back.  I'll chase Camping direct as they didn't come back to me yesterday with quote for frame.  They were very insistent on "no replacement will be given" unless I pay for it.

I told them I'd also speak to Office of Fair Trading, as a tent should be able to withstand windy weather conditions and certainly more than 6 outings in 2 years! Their argument was that we should have spotted it within the first year.

I will email outwell on the address you gave me and see what they say.  Shame really its a great tent and does stand up in windy conditions as it says on the box!

Peter

Stargaser

I spoke to Outwell,as well as my tent supplier along with some photos of damaged poles. After wait of around a week I got new Montana 12 without a quibble, and it was the 2007 model. Far better poles that do not distort at the joint with roof poles.

I suggest you stick with it and complain to Outwell. Legally goods must be of "merchantable qulity and fit for task" not matter how old (within reason) and it is the supplier who is responsible and this should be pointed out to your supplier. With the number of people having problem with poles it woulsd be quite reasonable to assume that your poles are not fit for purpose, and this should also be pointed out. I do have some photos availble of damaged poles if any help.

Phillifish.

Just come back from 3 week tour of Europe, and in some pretty wet/windy conditions with no problems..

Hi,

Does anyone have the latest email address for outwell. I tried emailing them at above address but it doesn't seem to exist anymore.

Unfrotunately I didn't get round to contacting them last year, sine we didn't do much camping.  I'm hoping they'll sort out the poles for us. Thanks

Peter

Hi all,

I was looking at an outwell tent on  display inside the shop on monday (so not much wind about) I noticed one of the poles looked odd. On closer inspection I found it was split.