I'm looking for some advice. I bought a Hi Gear Zenobia Elite 6 at the end of May and have just returned from our second trip using it. Neither trip has been long, only 2 nights each and we have pitched the tent as we would normally.
On packing it up today, we discovered a hole in the ground sheet and some fraying in one of the seams. I have phoned Go Outdoors to be told that I need to take it in for assessment to ascertain whether it is a manufacturing fault (which they said the seam was likely to be, but not necessarily the tear) and they will send it away for repair. Before I take it in, I want to see what you think - should I be pushing to get a replacement tent, rather than a repaired one? It strikes me that if there are issues already, we don't know what else we might find, but don't know if the repairs are standard practice.
Thanks in advance for any information.
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Is the 'hole' in the groundsheet adjacent to the fraying on the seam, or is it elsewhere? Is there any manufacturing defect which has caused the hole in the groundsheet or have you maybe been pitched on top of a sharp stone or something similar? Did you use a footprint groundsheet?
Is the fraying just a few loose threads, or is the seam actually faulty? Is it something that could be sorted by the application of some seam sealer?
If the issues are manufacturing faults, I'd be inclined to ask for a replacement tent, after just 4 days of use. Also, if it goes away for repair, that eats into any potential days for camping this season.
If it's a case of faults that have developed after purchase (and again, after just 4 days of use) , I'd hope (and expect) the retailer would offer choice of repair, replacement or refund. I wouldn't want such a new tent repaired, to be honest.
Since Go Outdoors are both the retailer and the manufacturer of this tent, there's no question they should sort things out without any fuss if the faults are due to poor manufacturing. Just be very clear on what you want and be polite, but firm, and stick to your guns!
I doubt they will repair, just replace once they establish it is a manufacturing fault not damage from storm etc. You can't blame them for checking really otherwise they would be replacing tents blown to bits in storms and so on.
We have a higear tent also and although we haven't had any issues with it, the awning we have had two replacements due to minor faults with them that I wasn't happy with. We purchased in April. Each time I have gone into store with original receipt, photos of the areas, spoken to a manager and they have replaced with a brand new one with no quibbles. They did check the damaged area in store each time. I find talking face to face with them helps.
Hope that helps.
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Yes, I think it will very much depend on what the damage looks like when they look at in store. We had a little Vango tent that when we first put it up, noticed a small hole in the fabric over the porch area. Took it back to Go with the receipt. They put it up, and after much looking, we found the hole, and they replaced the whole tent with no quibble. It had been used for one 2 night trip.
Just as an update to this, we went into the store and spoke to some very helpful staff including the manager who have assessed the damage and said that the damage to the seam has not compromised the integrity of it. They have patched up the hole in the floor so that we can use it for rest of the season and have said that if we take it in when we haven't got any more trips planned, they'lol get it repaired and returned to us at their cost, so I think I'm happy with the outcome.
Unfortunately while we were up there, we saw one of the inflatable tents which I think I want now - just got to find the money!
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Topic: Advice on faulty tent
