Oh don't get me started... I have to put my tuppence-ha'penny-worth on here too about Outwell's customer service.
I do now have a replacement front extension, sent from Outwell to the retailer (who were great, thanks BCH Camping),after having a similar issue re the plastic pole 'bungs' falling out, and pole-ends being untrimmed and messy, and a damaged, fraying pole bag. Not what I expected from a brand new item. I only dealt with BCH on the quality control issues, and emailed photos as evidence as I'd bought online.
My issue was with the instructions and labels showing a different model of the tent/extension I'd bought.
After several emails and FB messages, I did have a communication of sorts from Outwell, but it wasn't entirely satisfactory.
I do think they need to smarten up their act or they'll lose both customers and retail outlets. I'm not sure I'd buy one again or recommend them.
Muppetofdoom, I hope your problem was resolved and that the replacement tent brings joy.
------------- Camping - emotional resilience in action, a triumph of hope over adversity and antidote to virtual reality.
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Like many other we purchased an Outwell Wolf Lake 7 this year from the nice people at the Newquay Camping shop.
Our first trip out was during the Jubilee week at Happisburgh, lots of wind and rain, the tent stood firm but boy did we have problems.
The actual tent had too many manufacturing defects hence water ingress, poor stitching along the seams and pin holes. The zip in ground sheet was also found to be leaking (quite a bit) around the seams. We were not impressed by any means with Outwell manufacturing, kind of disheartening when we have just shelled out £1300 for the set up.
Luckily, the people at NCS were very helpful, a new tent and zip in ground sheet were duly sent from Outwell, or so we thought
So off we set for our second trip only the other week, not a long drive to Deers Glade but it was a tadge warm at 31 degree The poles were packed along with a new tent enclosed in its large cardboard box, the tent was pitched, the only problem being that Outwell had not sent the zip in ground sheet, to say the least we were NOT impressed with Outwell, our second trip out with the WL7. I managed to get a signal and called NCS, of which they apologized and that they would try and seek a replacement from a local nearby supplier. Time ticked on and we made the decision to go home and get the old leaky ground sheet with the intention of staying at home and returning early Sunday morning. So off we went back home, it was now around 6pm, NCS did finally return our call having found a replacement in Norwich, although they were now closed.
Lessons learned, trust no supplier no matter how big or good they claim to be, all manufacturers have problems, in hind sight we should have checked the box prior to our recent trip thus avoiding a return trip home. Heaven knows if we had only been sent a new ground sheet in the box as the original leaking tent canopy had been sent to the local recycling centre back in April 2012.
We are now waiting for a replacement ground sheet, as I understand it should be with us within the next 10 days from Outwell.
Full marks to Newquay Camping Shop for their efforts (particularly Damien) in communications of the problems we encountered, yes we did have a 150 mile round trip and that we missed an evening at the hog roast, but we did have fun camping.
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Topic: Outwell customer support
, poor stitching along the seams and pin holes. The zip in ground sheet was also found to be leaking (quite a bit) around the seams. 
We were not impressed by any means with Outwell manufacturing, kind of disheartening when we have just shelled out £1300 for the set up.
The poles were packed along with a new tent enclosed in its large cardboard box, the tent was pitched, the only problem being that Outwell had not sent the zip in ground sheet, to say the least we were NOT impressed with Outwell, our second trip out with the WL7. I managed to get a signal and called NCS, of which they apologized and that they would try and seek a replacement from a local nearby supplier. Time ticked on and we made the decision to go home and get the old leaky ground sheet with the intention of staying at home and returning early Sunday morning. So off we went back home, it was now around 6pm, NCS did finally return our call having found a replacement in Norwich, although they were now closed. 
