HEY OZTENT; I hate to complain, but:::

MOAK

MOAK

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Off-Road Ranger I

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Wherever we park it will be home !!
First Name
Donald
Last Name
Diehl
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0745

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WRPN 506
Ok, as most of you know we love our Jet tent 25x by Oztent. Now Oztent makes a less expensive version of the 25x that utilizes the same basic hardware.. After our last camping trip I unpacked the tent and set it up to dry out. As I inspected it before packing it in I noticed one of the little double springs that are used to snap the exo-frame upright and hold it in place had broken. I contacted the eastern distributor and they have no way nor any knowledge of how to obtain spare parts for the Jet tent line. We have had the tent now for 4 years and I dare say upwards of 120 nights sleeping in the tent. I know it is way out of warranty> I'd just like to be able to purchase the springs.... Oztent USA out of Salt Lake doesn't return my calls, and another distributor in the PNW doesn't have a clue either. ... I can probably fabricate my own by piecemealing a couple of springs together but why do that if I can simply purchase the correct springs? I'm hoping, on the outside chance that an Oztent representative see's this post and can offer up some advice.
 
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Wow,,, Just wow, I received a telephone call this evening from Marky at Oztent Australia. They are sending me a new spring. It took me a bit of digging, to find the correct email address in the land of Oz, and I didn't have any expectations, however, they are shipping me a new spring. Just like that... This is simply over the top service way after the warranty had expired. I just wanted to purchase the springs, but they are on their way, no charge, no nada... Oztent is a top notch company. Period..
 
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Very glad to hear you were able to get a response. It’s my understanding that the US support is almost nonexistent. Phone calls and email often go unanswered.
It’s good to know they stepped up and offered some customer service in a time when it is uncommon.
 
Glad you got it sorted. When I saw their office was in Salt Lake, I was about to offer to go get the part you needed in-person.
 
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TreXTerra said:
Glad you got it sorted. When I saw their office was in Salt Lake, I was about to offer to go get the part you needed in-person.
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Well. I gotta tell ya, Salt Lake responded only once with, we'll get back to you as soon as we can. They also never returned my calls. Soooo, I emailed headquarters. It was a nice fanboy letter, I even sent a link to my short review of the tent. I offered to purchase 4 of the springs. Then gently suggested that maybe the Salt Lake boys may need a boot up their collective arses. All in good humor and with a smile on my keyboard. It worked and hopefully we'll have the time to visit the guys from down under when we go to the land of OZ..
 
MOAK said:
Wow,,, Just wow, I received a telephone call this evening from Marky at Oztent Australia. They are sending me a new spring. It took me a bit of digging, to find the correct email address in the land of Oz, and I didn't have any expectations, however, they are shipping me a new spring. Just like that... This is simply over the top service way after the warranty had expired. I just wanted to purchase the springs, but they are on their way, no charge, no nada... Oztent is a top notch company. Period..
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Because of the difficulty and solution you received, could you update your post here with the Australian/New Zealand contact info? This will help others who might run into similar problems. THX
 
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