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 Topic: Hats off to Mr Vango
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08/6/2012 at 1:44pm
Location: Leeds
Outfit: None Entered
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Joined: 02/8/2004 Diamond Member 
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Yes - Vango customer services are very good. We bought our daughter a Vango 3-person pop-up tent just after they came out (she'd had her eye on a pop-up for a while, but I wouldn't let her have a single-skin 'festival' tent, or one without a porch - the Vango has an inner AND a porch!) ... the instructions for folding it made no sense, and after several hours of fruitless wrestling with the thing in the garden I threw it, still 'popped-up' in the garage and fired off an irrate (and, though I say so myself, mildly amusing!!) e-mail to Vango asking how the h*ll you were supposed to get the thing back in its bag. The following day, I had a reply - they apologised profusely, saying the printed instructions and sewn-in 'how to fold' label were both from a smaller model and they had overlooked the fact there were 2 extra steps to folding the bigger tent. The e-mail went on to describe, in detail, how to fold the tent and promised a proper set of instructions once they had been produced - sure enough the instructions turned up, with more apologies, a couple of weeks later. I know there was no money involved, but the prompt and full response was greatly appreciated and meant I did not return what is a superb tent just because I couldn't fold it (though how I would have got it back to the retailer when it's bigger than my car when out of its bag is anybody's guess!!).
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