stephenjubb
Über Member
used my terra nova laser space 2 tent on tour last year and it developed numerous faults, sent them a detailed guide with photos and received this back from them
-- Start Email
Our ref PR10666
Received Laser Space 2 Flysheet + 1x long pole (with tent & pole bag)
Inspection
Severely bent long pole - will affect pitch
Flysheet - 2x snapped guy lines / x1 missing camclete
Seam stress side of zip
Pole hood tie x1 ripped
Half clip broken bottom of door
Unfortunately the damage above would not be covered by the warranty and therefore some of the work would be chargeable.
Because your tent is just 12 months old and proof of purchase has been provided, we will replace the pole free of charge as a gesture of good will, we will also replace the clip at the bottom of the door as a gesture of good will.
Quote for repair:
1x long pole f.o.c gesture of good will
Replace half clip f.o.c gesture of good will
2x guy lines £5.00 each = £10.00
1x Camclete £2.50
Repair seam side of zip £7.50
Repair pole hood tie £10.00
+ order short pole £25.00
+ £6.50 p&p
Total cost £61.50
-- end email
their response was good with replacement pole, repairs price reasonable but could not afford the short pole, told them this and got this in response
-- start
Dear Mr Jubb,
Thank you, your details have been passed to me with the instruction that you do not wish to purchase the short red pole.
Without this it will be difficult to use your tent, so on this occasion as a gesture of good will I will supply a red pole with the black long pole at no cost, and take payment of £36.50 for the repair work and p&p only.
Best Regards Sharon
-- end
My reaction is one of wow! unusual excellent customer service. Like has been said before on this forum they do great tents and great service.
I would definitely recommend them.
cheers
S Jubb
-- Start Email
Our ref PR10666
Received Laser Space 2 Flysheet + 1x long pole (with tent & pole bag)
Inspection
Severely bent long pole - will affect pitch
Flysheet - 2x snapped guy lines / x1 missing camclete
Seam stress side of zip
Pole hood tie x1 ripped
Half clip broken bottom of door
Unfortunately the damage above would not be covered by the warranty and therefore some of the work would be chargeable.
Because your tent is just 12 months old and proof of purchase has been provided, we will replace the pole free of charge as a gesture of good will, we will also replace the clip at the bottom of the door as a gesture of good will.
Quote for repair:
1x long pole f.o.c gesture of good will
Replace half clip f.o.c gesture of good will
2x guy lines £5.00 each = £10.00
1x Camclete £2.50
Repair seam side of zip £7.50
Repair pole hood tie £10.00
+ order short pole £25.00
+ £6.50 p&p
Total cost £61.50
-- end email
their response was good with replacement pole, repairs price reasonable but could not afford the short pole, told them this and got this in response
-- start
Dear Mr Jubb,
Thank you, your details have been passed to me with the instruction that you do not wish to purchase the short red pole.
Without this it will be difficult to use your tent, so on this occasion as a gesture of good will I will supply a red pole with the black long pole at no cost, and take payment of £36.50 for the repair work and p&p only.
Best Regards Sharon
-- end
My reaction is one of wow! unusual excellent customer service. Like has been said before on this forum they do great tents and great service.
I would definitely recommend them.
cheers
S Jubb
