Terra Nova Quasar

I bought a new Quasar after my previous one wore out after a decade of use. After about 6 uses I snapped a pole whilst putting it up (on a sunny, still campsite) Sent it back to Terra Nova who said it wasn’t covered under warranty as it was my fault. I emailed customer services to give further details as I didn’t think they understood the circumstances. Hadn’t had a reply a week later so rang them – they hadn’t got round to opening my email!
After discussion they still failed to accept fault, they did offer to replace the pole as a “goodwill” gesture but I had to pay for the repair to the inner caused by the pole ripping it when it snapped.
Such a shame as I thought their tents were bombproof and I expected customer services to think so too.

Posted: 03/09/2011 at 12:08

Posted: 03/09/2011 at 13:43

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Posted: 03/09/2011 at 13:55

Posted: 03/09/2011 at 14:13

Posted: 03/09/2011 at 14:15

so are you calling all Petes' examples liars too?

you really do come across as an unpleasant character Bedouin

Posted: 03/09/2011 at 14:17

Posted: 03/09/2011 at 14:25

Posted: 03/09/2011 at 14:27

Bedouin wrote (see)

In what way? Aren't Terra Nova at least due the courtesy of the full story

dave taylor wrote (see)

 I emailed customer services to give further details as I didn’t think they understood the circumstances. Hadn’t had a reply a week later so rang them – they hadn’t got round to opening my email!

Peter Clinch wrote (see)

  I personally know (as in "know", not "know of") 2 and e-know 1 other who've had Quasar poles go for no obvious reasons and TN have been very insistent it's Nothing To Do With Them.  In all 3 cases I trust those concerned to be completely level with the treatment given.

Posted: 03/09/2011 at 14:39

Posted: 03/09/2011 at 14:54

Bedouin wrote (see)

there

Bedouin wrote (see)

their (edited and still got it wrong)

Posted: 03/09/2011 at 15:04

Posted: 03/09/2011 at 15:06

Posted: 03/09/2011 at 15:14

I hardly think that their going to damage that hard won reputation for a/some tent poles.

Everybody, and I really mean everybody, makes duffers from time to time.  I think it's important that that be acknowledged rather than assume it can't possibly be the fault of one party just because they have a well deserved reputation for quality in the vast majority of shipments.  As stated, I have 3 pretty well described cases from very experienced and IMHO reliable sources where Quasar poles have failed that really shouldn't have failed and TN have been (also IMHO) a Bit Crap about dealing with it.  While it's certainly the case that almost all Quasar poles don't do that, assuming that "most" equals "all" is neither Big nor Clever.

Since the OP has 10 years experience of Quasars it's not pushing the reality boat out too far to assume he's got a Clue about putting them up.  Unless there are lots of these coming back TN should probably be able to assume the Customer Is Right and set it right, worth it in the long term for someone on their second TN tent as a formerly satisfied customer as they'll likely get another if a Good Feeling is there.  And if there are lots coming back it says you've got a faulty batch of poles and need to do something about it.

As said, you really need both sides of the story to be sure, but until both sides are in I see no reason to give automatic benefit of the doubt to TN rather than to Dave.

Pete.

Posted: 03/09/2011 at 18:42

Bellie's link is worth a read (have to be a member but it's quick and free to join - took me about a minute) - there certainly seem to be issues with some TN poles

Posted: 03/09/2011 at 19:24

Bit historical this, so please feel free to give me a slagging.

I've had 2 poles break on a Super Quasar at different times.   The tent was tent of choice for ski backpacking trips to Norway etc where it perfomed admirably in high winds & under piles of snow.  

 Due to it's size it was also tent of choice for a few years for car camping trips in summer.

 On 2 occassions I had poles snap - not when pitching but during the middle of the night in lowland UK campsites in still summer weather.

 This is going back about 10 years & I can't remember what happened re the first breakage - the pole was either repaired or replaced, maybe free but I think I paid as it was out of warranty.  I can't remember if I told them the context of the breakage.  About a year latter the same thing happened & I had a bit of a bitch. 

Easton made the poles at that time (maybe still do) & they'd had issues with the poles being over-hardended leading to breakages under strain.   Apparently it's a fine line between being soft enough to flex & tough enough to take a beasting.  Terra Nova were very good about it & gave me a set of un-used poles FOC returned from a sponsored expedition or somesuch where the tents had been supplied with 2 sets in case they needed to be double poled.  Never had a problem with them since.

So when they are aware of an issue they can certainly do the right thing.  I'd hope things haven't changed.  Sounds like they either have 100% confidence in their poles or they are being more hard-line on their warranties which could be a sign of the times (it is with the company I work for).   At least they compromised in the end.

[edit] not been on a while & noticed I have 2 reviews to my name.  What the hell!  One's this tent!  Back in 2004 I wrote both breakages were replaced without question which makes me think the first was FOC too.

Posted: 03/09/2011 at 19:49

Posted: 04/09/2011 at 10:52

 Just add a bit of balance on TN's part I managed to break a pole putting up a Voyager for the first time. In my haste I failed to make sure the pole sections were inserted fully into each other and when flexing the pole to erect the tent this cuased the pole to crack under the stress.

I was up front with TN about this and the sent me a new pole section FOC

Posted: 04/09/2011 at 15:46