Gear

As it says above, i bought this a few months ago and on my second camping trip a small pole has snapped.  Not complaining about quality etc, just want a replacement pole.

I dont want the hassle of sending an entire (Heavy) tent back so whats the easiest way to get it sorted.  Go outdoors only seem to have send back facilities

go through Go Outdoors first.....ring them

if no joy then go to vango 

go through Vango first.....ring them

if no joy then go to Go Outdoors 

There we go you have a 50/50 cance of getting the right one first - why not just pick up the phone.

hi littlest hobo,

last summer one of the poles on my 6month old vango aurora snapped so i called the retailer (outdoor emporium in london) and they said i was correct to come back to them, but for some reason it would be quicker if i went directly to vango (possibly coz i live about 40miles from their factory).  so i called vango (aka AMG group?) based in greenock, scotland (i can try and dig out their number if you want it) and eventually got someone to take an order (no questions asked!) for a new pole. they said i'd get it within a week or so, but i did have to call a couple of times chasing them up but probably about 4 weeks after my first phone call to them a new pole appeared!

Fossil Bluff wrote (see)

go through Vango first.....ring them

if no joy then go to Go Outdoors 

Fossil Bluff wrote (see)

There we go you have a 50/50 cance of getting the right one first - why not just pick up the phone.

<groan >

good thing about Vango is their lifetime guarantee 

The same thing happened to me a few months ago and Vango would not entertain me. They told me to take the poles back to Go Outdoors who replaced them FOC.

Same pole then broke again, this time Go Outdoors sent them to Vango who lost them initially and when they did find them, 6 weeks later, repaired them but charged me for the privilege

According to Vango poles are not covered by warranty

Does it really, cosmically speaking, matter? phone one or the other.

Metric Kate wrote (see)

Odd isn't it, cos I got a broken pole on my Force 10 and AMG / Vango / Force 10 etc. etc. etc. replaced that section FOC no quibbles. Didn't say anything about going back to retailer (though we think that was Vango's ebay outlet!!).

I bought a Vango Aspen 700 DLX that turned up without any poles at all........

however in this instance the retailer coughed up

I used to own a Vango 800 colorado which snapped a pole section (it split down the length) I'd bought the tent some years earlier so just contacted Vango direct via their web site. I just sent the pole back (no need to send the whole tent) and they returned it the following week with a new section in, no questions asked. Their Life-time guarantee works! however..

This guarantee is only valid when used for recreational purposes, not including commercial usage i.e. hiring, use by outdoor centres etc. Repairs to damage caused by accident, use in inappropriate conditions, normal wear and tear will be carried out where possible at a reasonable charge. Please ensure that all products are clean and dry prior to being returned.

 ...Not sure how they determine whether damage is an accident /wear and tear etc or because of materials failure. 

Just checked the site out.  Not much info for contact numbers other than sales side

Have just sent an email.

My Friend had a pole snap with a vaude from Go Outdoors.

He took the poles back to Go outdoors and they sent the poles back to vaude.

Vaude sent a new set of poles to go outdoors which he picked up in store 

I have had an automated response to my email this morning and they should be following it up.

I just dont want the pain of posting an entire tent back to them for the sake of a pole.  We will see how they deal with it.

The legal position is that if the product is not of "merchantible quality" or is not "fit for purpose" then the retailer is liable - you have a contract with the retailer not the manufacturer.  After a certain period (Trading Standards can usually advise as to what is reasonable) the contract with the retailer "expires" and you are then looking at a warranty.  After only the second use then I think you should go to the retailer, but of course as you have had it a few months it is open to interpretation as to whether it is still under contract....and your word only that it is only the second use.

 The retailer has to either repair the product (and replacing the pole, or repairing it shoudl come under that), or offer a replacement but I think I'm right in saying they are not obliged to refund it, not that that is an issue here.  After a few attempts at repair/replacement (when the new ones goes wrong etc) you then have a right for a refund - again Trading Standards have guidelines on when you can do this.