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Subject Topic: Outwell Complaint ... Help pls. Post Reply Post New Topic
Personrayn2409
27/7/2011 at 11:05am
 Location: Hampshire
 Outfit: Outwell Clear Lake and Vango Nile 600 View rayn2409's Profile View Profile   Reply to rayn2409 Reply   Quote rayn2409 Quote  
Joined: 17/8/2010

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Hi,

I have gotten to the point of spitting feathers now, so does anyone have an email address for outwell directly? I can't find anything on the website I think they want to direct you via the retailer. 

Rayn


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Personellers52
27/7/2011 at 11:43am
 Location: None Entered
 Outfit: None Entered View ellers52's Profile View Profile   Reply to ellers52 Reply   Quote ellers52 Quote  
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This is the parent group Outwell is one of the brands


Personrayn2409
27/7/2011 at 12:18pm
 Location: Hampshire
 Outfit: Outwell Clear Lake and Vango Nile 600 View rayn2409's Profile View Profile   Reply to rayn2409 Reply   Quote rayn2409 Quote  
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Thank you so much Ellers.

I think actually following some diligent campaigning by the retailer involved, Outwell have finally given in and are replacing my tent.  Which is good news.

Rayn


Personellers52
27/7/2011 at 12:36pm
 Location: None Entered
 Outfit: None Entered View ellers52's Profile View Profile   Reply to ellers52 Reply   Quote ellers52 Quote  
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 Your welcome, I actually found the link here on the uk campsite website..

Try putting outwell contact details into google and it comes out at the top..


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Personsxis
27/7/2011 at 3:02pm
 Location: 
 Outfit:  View sxis's Profile View Profile   Reply to sxis Reply   Quote sxis Quote  
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They also have a FB page and someone answering questions on it

-------------
I Think Therefore I Am I Think? eh?   If all is not lost where is it?              


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Personarsenaldes
28/7/2011 at 10:41am
 Location: Aston Clinton
 Outfit: Kampa Holkham + Outwell Yukon River* View arsenaldes's Profile View Profile   Reply to arsenaldes Reply   Quote arsenaldes Quote  
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You really should go through the retailer you bought the item from as that is who youre contract is with not Outwell. Most manufactures wont answer or take ages to answer Emails anyway.

Glad you are getting it sorted though

-------------
Experience enables you to recognize a mistake when you make it again.
Everything has been said before, but since nobody ever listens we have to keep going back and saying it all over again and again and again


campingworld1
28/7/2011 at 12:36pm
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Just for the sake of clarity with Outwell returns - note: Outwell are generally very good at repairing/replacing faulty items but they have just revamped the system and it is a bit slower unfortunately.

It used to be pretty much up to the retailer to confirm faults and act accordingly. I cannot speak for smaller retailers but we had pretty much carte blanche to use our in house knowledge to make decisions on returned items and act as necessary. We'd then send good back to Outwell by pallet when there was enough, or dispose of the items as directed. We've always been very fair and straight and not abused this system as it works best all round.

However, presumably some people did just that and Outwell have cracked down the system. They've introduced a new customer services department who are happy to take calls and effectively taken away some powers from retailers by insisting on being contacted in each instance to authorise action - without this contact they will not credit the retailer.

They are requesting pictures of EVERY issue (so camera phones handy guys) which have to be emailed in and this is obviously slowing down the process.

That said, we're on top of it now and we have a full time returns team working to keep everything as quick and efficient as possible


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campingworld1
28/7/2011 at 12:39pm
 Location: 
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Oh, the number of Outwell's customer service department is: 0045 76 70 40 40 (it is in Denmark but don't let that put you off as their English is exemplary), or you can email: service at oase-outdoors.cdk

They can deal with all Easy Camp, Outwell and Robens enquiries


Personrayn2409
30/7/2011 at 4:47pm
 Location: Hampshire
 Outfit: Outwell Clear Lake and Vango Nile 600 View rayn2409's Profile View Profile   Reply to rayn2409 Reply   Quote rayn2409 Quote  
Joined: 17/8/2010

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Thanks Camping world,

Incidentally - I just want to say how great my retailer were.. without them we would still be trying to sort this out.

Rayn


campingworld1
31/7/2011 at 10:38am
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No worries. Feel free to name your retailer as so often people get bad press it's always nice to let poeple know about the good guys



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