Archive for August 17th, 2009

August 17, 2009

Some good customer service

by backpackingbongos

I have just received my Laser comp inner back from Terra Nova, repaired and as good as new.  I sent it off three weeks ago after the cord that holds the carbon fibre pole tore through the groundsheet and became detached.  I have always been a bit dubious about the meaning of ‘life time guarantee’ as this leaves things to the discretion of the manufacturer.  My tent was exactly three years old and I was expecting Terra Nova to charge for the repair.  You have to send the faulty item back to them with the receipt and a form detailing the fault / damage.  Shortly after posting I got a prompt email from them saying that it would be repaired under guarantee.  I asked them if they could re-enforce the cord on the other side whilst doing the repair, which they have done.  I suppose that we so often put up with poor customer service that we end up surprised when things go in our favour!