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Topic: outwell customer service

h1spm

19/3/2012 at 1:59pm
Location: Leeds
Outfit: Vango Icarus 500 outwell bear lake 6

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I looked for a mains powered light for my new bear lake 6 tent and decided on the outwell castor. However comments from others on here and a subsequent check at go outdoors, confirmed that the light has a cable between 1.5 & 2m long not the 5m that outwell and many of their retailers advertise. I therefore contacted outwell using their online contact system to bring this to their attention, the response I got was "we don't deal with the public, contact the retailer from whom you purchased the item" They obviously don't even read the emails as I clearly stated I hadn't bought a light, just found their specification to be wrong. Yet more proof that Outwell customer service falls way below what most would deem acceptable. Hope I don't have any issues with my tent.

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mikegalagher

19/3/2012 at 2:07pm
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I'm one of the ones with a box having a sticker on it listing a 2m cable. I'm going to extend it. Cable aside, it meets our needs perfectly.

Hope we've no problems with the tent, although for other reasons it's looking as if it isn't going to get used this year anyway.

Given the size of the UK market for Outwell it's disappointing that they won't resource a UK presence for contacts of this nature.

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Mike

My advice is worth no more than the price paid for it

Prague May/Jun 2017
Lake Annecy Aug 2017

Okean

19/3/2012 at 8:40pm
Location: Ripley Derbyshire
Outfit: Karma canvas 5mtr Bell Tent

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I had a similar problem today. I asked a question about the Montana Lake 2012 carpet, and if it would fit the 2011 model. I was told 'yes, its the same as last year', but as far as I know the carpet for the Montana Lake last year was about 10inches short.

So I still don't know if the 2012 tent/carpet is the same size this year or if the tent is still 10inches longer, with a new size carpet.

Outwell need to get thier act together, or customers will be going elsewhere.

mcguire6078

19/3/2012 at 9:32pm
Location: London
Outfit: Kampa Frinton 4 Classic Nevada M

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Contacting Outwell direct is generally a difficult thing. To be fair to them they are the manufacturers and would prefer any support issues to be dealt with by local distributors/suppliers. This is not that unusual, many things we buy the first point of contact is with the retailer we purchased the item from and not the manufacturer.

As far as lights go, Outwell may well have different specifications for different retailers absolutely noting unusual about this. As a result they may have product variations. If all the lights are supplied with 2m cable then this is an issue.

As far as the carpet goes, another observation by someone on UK Campsite noticed that the 2012 Montana Lake maybe smaller than the 2011. My suggestion would be to try and find a retailer who is stocking both items to see if they can help you.

Post last edited on 20/03/2012 08:06:54

gedhart

22/3/2012 at 11:43am
Location: Oldham
Outfit: Sterling Eccles Elite Trekker caravan

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You may find it useful to join Outwell's Facebook page. They seem to respond and interact with the public a bit better on there.

_________

Ged

Fron Farm June 2012

mikegalagher

22/3/2012 at 1:18pm
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Good idea Ged. Done now.

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Mike

My advice is worth no more than the price paid for it

Prague May/Jun 2017
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SunnyBallynewry

22/3/2012 at 8:44pm
Location: County Armagh NI
Outfit: Monty 6 Quechua 2secs IIII Vango Tmpst

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Agree with all that's been said about Outwell customer service. We sent them a question via email last summer - got an answer back after 3 months!!

jayner

24/3/2012 at 4:25pm
Location: Surrey
Outfit: Alaska Bedouin 280 De waard & Jambore

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I bought an Outwell Etna and that also has only a 2 m cable. Asked Outwell if it was just a faulty batch and they responded telling me they were all like it and they would instruct retailers to put stickers on the boxes. Decided to keep it but am very dissapointed.Will be the first and last thing I buy of Outwells.

mikegalagher

25/3/2012 at 9:52am
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On most of their tents the cable fitted wouldn't even reach the ground, never mind possibly winding round to get to the EHU unit. What were they thinking of ?

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Mike

My advice is worth no more than the price paid for it

Prague May/Jun 2017
Lake Annecy Aug 2017

mcguire6078

29/3/2012 at 10:39am
Location: London
Outfit: Kampa Frinton 4 Classic Nevada M

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I emailed Outwell last week about the Outwell Castor Light cable length being only 2.2 meters and not 5m as stated on their website. I received a reply this morning:

Thank you for your e-mail.

The current length is 5 metres, however we are not sure that they have all sold their stock of last years model which was 2.2 metres.

We wish you a nice day.

Yours sincerely / Mit freundlichen Grüßen / Med venlig hilsen

It would be interesting to see if anyone can find a Castor light with 5m of cable to see if this is true or not.....

mikegalagher

29/3/2012 at 10:54am
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Well, ours with the 2m cable was in new stock just delivered that day (about 3 weeks ago). The retailer's staff hadn't even had chance to price the new stocks. The box had the sticker on it. Although brand new it may have been old stock from the warehouse of course.

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Mike

My advice is worth no more than the price paid for it

Prague May/Jun 2017
Lake Annecy Aug 2017

mikegalagher

31/3/2012 at 10:00am
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Update. Was in GO yesterday and theirs have 5m leads. Also, in their latest booklet, it shows the light on special 16/04 to 22/04 at £12.99. Wish I'd seen that earlier

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Mike

My advice is worth no more than the price paid for it

Prague May/Jun 2017
Lake Annecy Aug 2017

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