We recently bought a coleman mackenzie cabin 6 and i must admit its a great tent. My issue is while pitching my wife was placing the pegs on one side while i was on the other,
with just the pressure of her hand the peg snapped and caused her some cuts to her and and wrist requiring some first aid.
On returning home i decided to inform coleman about this as it could be a big problem in their manufacturing process. a week later i got this mail from them.
Many thanks for your email.
You mention that there is a problem. I am sorry you are experiencing problems with a Coleman product and apologize for the inconvenience. All Coleman products carry a 2 year warranty. According to UK consumer law, you can claim the warranty through the shop where you purchased the item, not the manufacturer. Please return to this shop, they will have a procedure set up to deal with warranty claims and can inform you about that. You will need a proof of purchase, but if you do not have a receipt, a bank statement will also do.
I have left the mans name out.
So my next mail went to highbridge caravans where the tent was purchased, including pictures of the peg, that was a week ago and still have not received any confirmation that they have received my mail or even give a monkeys that they could potentially be selling a product that can cause some serious damage.
Another concern for myself is that we often take our 4 year old grandaughter with us who just loves to help put
the pegs in (just glad it was not her who had the peg).
I`m not sure where to pursue this now so i am hopeing that you guys might be able to advise me.
Hi Andy. I would get back intouch with Coleman if you can I would phone them and ask to speak to a manager or customer service supervisor. I had a similar problem with my Outwell tent, I spoke to the company I bought the tent from and they were just fobbing me off not helpful at all. I spoke to Outwell customer services and they were sorry I had experienced poor customer service from the retailer and delt with me direct to sort the problem out and told me if I have any issues with the tent whilst still in the warranty period not to hesitate in calling them.
Hope you get sorted without too much fuss and hope your wifes wrist gets better soon.
Hi Lummo
My wife's hand has healed OK now.
If i was after some kind of compensation i would chase this issue but all i wanted from both coleman or highbridge caravans was an acknowledgement that they would look into what could be a very serious problem, because i can assure you if it would have been my granddaughter who had hurt herself on this peg i would be seeking legal advice.
Coleman have an office not too far from where i live so i think i will send them a letter with photo`s and see if i get an reply from them as the initial response was from somebody in The Netherlands.
I think the problem is that you have got a scripted response from a customer service agent that is only empowered to give scripted responses... it's very frustrating...
If it were me, I would be looking to get the name and email address of the MD or CEO of Coleman UK. As you say, you aren't seeking compensation, you are just trying to make them aware, and no-one better to be made aware that the guy or gal at the top
Coleman is not your point of contact. Your contract is with your retailer as stated.
You need to try again to the retailer [who knows your email might of been spammed] if no joy ring them,
as Coleman state, they are sorry for the issue, but the contract is with the retailer. Yes its a standard email from Coleman, but i am sure they get 1000's of emails daily with possible issues, and no chance of writing individual reply emails out every time
Quote: Originally posted by kopte4ever on 19/7/2013
Coleman is not your point of contact. Your contract is with your retailer as stated.
You need to try again to the retailer [who knows your email might of been spammed] if no joy ring them,
as Coleman state, they are sorry for the issue, but the contract is with the retailer. Yes its a standard email from Coleman, but i am sure they get 1000's of emails daily with possible issues, and no chance of writing individual reply emails out every time
He's not looking for replacement or compensation (If I understand the OP correctly). He's trying to inform them of a potentially hazardous manufacturing problem. In which case, it doesn't matter who the contract is with. I work in customer services and completely understand why there are scripted responses... the problem with them is that if your correspondence isn't standard, then they struggle with a response.
Put the comment on their company facebook page, this will often get results and allot of companies are djustig how they deal with people with this new method of interaction.
Have a look at
https://www.facebook.com/colemanusa there are a number of individual complaints and issues raised. Not sure thats the correct page for colman europe though.
i have sent a message to Coleman USA via Facebook it will be interesting to see if i get a reply. if not then i will post a message on their Facebook page and see what kind of response i get then especially if i show pictures of my wife's injuries.
I too would say if you're not seeking replacement or compensation then it doesn't matter who the contract is with. It's a risk of injury and the manufacturer needs to know directly what the issue is. The shop obviously don't want to know!
Quote: Originally posted by claire c on 19/7/2013
I think the problem is that you have got a scripted response from a customer service agent that is only empowered to give scripted responses... it's very frustrating...
If it were me, I would be looking to get the name and email address of the MD or CEO of Coleman UK. As you say, you aren't seeking compensation, you are just trying to make them aware, and no-one better to be made aware that the guy or gal at the top
Does anyone actually do this and get a response? I would have thought MDs and CEOs secretary's just pass these kind of emails to the customer service departments anyway. Unfourtunatly many MDs and CEOs don't have a passion for the industry that the company works in, just employed to drive the company and ensure growth and sales.
Different with smaller companies where a owner starts a business because they have a passion.
Coleman customer service is appauling!!! We bought an event shelter from them and first time up one of the poles buckled (not even a very windy day) Turns out they do not sell the poles seperately, they do not offer warranty on the poles just the canvas and basically told me that there was nothing we could do. Contacted Go Outdoors where we bought it from and got exactly the same response. Despite the shelter being advertised as having 12 months warranty - it was 3 weeks old and they wouldn't offer anything other than a repair which required me sending the items to their recognised repair centre - me having to pay and then having to pay to have it shipped back !
Hate Coleman with a passion and wouldn't buy a fly swatter off them!
Quote: Originally posted by TurtleCrazy on 21/7/2013
Quote: Originally posted by claire c on 19/7/2013I think the problem is that you have got a scripted response from a customer service agent that is only empowered to give scripted responses... it's very frustrating...
If it were me, I would be looking to get the name and email address of the MD or CEO of Coleman UK. As you say, you aren't seeking compensation, you are just trying to make them aware, and no-one better to be made aware that the guy or gal at the top
Does anyone actually do this and get a response? I would have thought MDs and CEOs secretary's just pass these kind of emails to the customer service departments anyway. Unfourtunatly many MDs and CEOs don't have a passion for the industry that the company works in, just employed to drive the company and ensure growth and sales.
Different with smaller companies where a owner starts a business because they have a passion.
The company I work for (a large on-line travel company) has a senior team that handles exec escalations. Our CEO replies to every customer that writes to him, apologising that they are not happy and letting them know that a senior member of staff will be contacting them to help to resolve their issue.
Personally, I was having problems with the garage that I bought my car from for the last couple of weeks. I eventually said, you have until lunchtime to come back to me with a satisfactory resolution, otherwise I will be emailing the MD... and they came back to me within the hour....
So yes, it does work in some cases... I would always try it as an escalation point.
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Topic: Coleman customer service
