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!
Some good customer service
4 Comments to “Some good customer service”
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Good service indeed, and very nice of them to also fix the other cord. Are you going to keep it now, or sell it off (not that I am interested in it, I got my Scarp 1!)?
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I think that I am going to keep it for now. Will still use it in summer when the weather is good. That is unless you fancy a swap with the Scarp1 – go on I know that you really want to!!!
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I always thought TN would interpret their lifetime guarantee according to the circumstances of particular cases, averaging out at ‘somewhat longer than the standard 12 months’, but 3 years old is pleasantly surprising for a free repair.
I’ve had a couple of occasions when I needed replacement poles and they did them on the spot (they are within reasonable driving distance).
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Geoff, I think lifetime should mean until the purchaser dies!
Backpackingbongos 