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Coleman C12L420 3 Wide-Step Aluminum Ladder With Tool Tray

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Forum topic by Eddie_T posted 09-19-2014 12:54 AM 1288 views 0 times favorited 7 replies Add to Favorites Watch
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Eddie_T

194 posts in 1535 days


09-19-2014 12:54 AM

I received the step ladder as a Christmas gift and liked it for its light weight and ease of use in the house. However, it fell over once and the thermoplastic tool tray cracked. In contrast I have a Werner step ladder that has suffered a lot of abuse but the plastic top has survived without a crack. I emailed Coleman Customer Service asking for a replacement tray. After jumping through the hoops of taking and sending a photo of the crack and finding the model number from the Coleman Living website I received the following comment:

“Thank you for your interest in our Coleman Living products. We are sorry that the product you purchased did not perform as expected.

The quality standards of Coleman are very high and we stand behind our products, but unfortunately we do not carry the trays as spare parts so I do not have a replacement to send you. We look forward to your continued support and patronage of Coleman products.

Sincerely;
Customer Service Department”

A later message offered this argument:

“While we stand behind our products for manufacturing defects, our products
are not warranted for miss use. If a glass cup falls off the table and
breaks, it is not covered by a manufacturer warranty. This is a similar
case. Some of our products such as stainless steel bottles are made for
hard impacts and rough handling, but not all of our items are made that way.”

I don’t think the CS rep has any experience with use of step ladders. Needless to say, I don’t recommend their ladders or their concept of Customer Service.


7 replies so far

View BJODay's profile

BJODay

513 posts in 1407 days


#1 posted 09-19-2014 01:50 AM

Hard to believe they don’t stock replacement parts.

I broke the handle on my wife’s Hoover rug shampooer. I thought I was screwed. These guys remodel and reengineer their products every year. I looked on-line and sure enough, Hoover had the part. Fairly cheap to buy, the shipping cost more than the part.

BJ

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wseand

2754 posts in 2506 days


#2 posted 09-19-2014 01:56 AM

Well now you know that a glass cup is not warrantied if you drop it. I think it’s a win. Didn’t know Coleman made ladders, good to know.

I haven’t received great customer service from many places now a days. Not bad but not great, I guess everyone has spoken English and they are friendly, but they all want you to go to their website if you need more info. That’s why I was calling them, to get more info.

Bill

-- Bill - "Freedom flies in your heart like an Eagle" Audie Murphy

View crank49's profile

crank49

3981 posts in 2435 days


#3 posted 09-19-2014 02:37 AM

Because they buy all their crap from China and don’t have a clue which garage shop that part was made in.
Additionally, they know that part would only cost $0.15 to buy, but would cost $27.85 to ship and your loyalty is not worth $28.00 to Coleman. They only make money on the cheap ass parts they sell if they can ship container loads of them at a time. So you are SOL. Sorry.

On a side note, if that tray is like a PVC plastic you might be able to glue it and patch with another similar piece of plastic. Or, if it is a polyethelyne based plastic you can weld this stuff with a soldering iron. Polyethelyne welding rods are a little hard to find sometimes.

-- Michael: Hillary has a long list of accomplishments, though most DAs would refer to them as felonies.

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woodbutcherbynight

2431 posts in 1873 days


#4 posted 09-19-2014 03:12 AM

Duct tape it together, be crude, maybe even over the top. Take a picture and re-post here, including the response from them. (I enjoyed the broken glass analogy) Send a letter via US mail to the President of Coleman with a copy of what you posted and where to find your post here on this site. Compose a nice letter saying you have found a “FIX” for the poor quality product that is less than lightweight use. Suggest it is merely a display item to show off to your neighbors and not really intended for any normal use and abuse as such products will be put through. But you have overcome this obstacle and have posted for all to see here. Do a review here of the product on the site and highlight the poor CS you received. Send that review as well and for giggles quote how many members we have and how many views the site gets each day.

This method works, companies spend alot of money on advertising, Presidents do not like getting real letters to read sent to them with foolishness such as this. Advertising cost money, bad press for problems with products cost more money.

Best of luck!

-- Live to tell the stories, they sound better that way.

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Eddie_T

194 posts in 1535 days


#5 posted 09-22-2014 06:31 PM

The CS rep I was corresponding with worked for Allied Imex Inc which apparently is only an importer and distributor of Chinese products bearing the Coleman logo . The company is doing business as Coleman Living. Finding this out I have emailed the Coleman Company asking what has happened to the trusted Coleman name and if they can offer assistance in this matter? I’ll post more when the Coleman Company responds.

View Eddie_T's profile

Eddie_T

194 posts in 1535 days


#6 posted 10-01-2014 08:58 PM

The Coleman Company was of no help, here is its reply;

“Thank you for contacting Coleman. I would be more than happy to assist you today.

I apologize for the inconvenience. We do not manufacture these products. We would not offer parts for these products. They are manufactured and distributed by a different company and we are in a licensing agreement with them to put our name on their product.

For information on Vacuum Bottles, Jugs, Folding Stools, Folding Trolleys, Folding Tables, Plasticware, Blankets and Umbrellas, please contact:

Allied Imex Corp.
1530 W El Segundo Blvd.
Gardena , CA, 90249
http://www.colemanliving.com
Toll Free: 1-888-649-1153

Allied Imex Corp. manufactures those products under license of Coleman and handles repair parts and warranties on those items.

If you need further information, please visit us online at http://www.coleman.com.

A bit strange that Coleman would license a distributor that provides no parts support for the products bearing the name. I will avoid the Coleman name in the future.

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Eddie_T

194 posts in 1535 days


#7 posted 03-21-2015 07:27 PM

It is a nice spring day and I decided to repair the tool tray myself since it is a bit unwieldy. I forget that it’s broken and it’s a natural hand hold as it covers the top of the ladder. I used my soldering gun and cut some strong thin black HDPE to use as welding rods. It worked out pretty well, looks a bit messy upon close inspection but is a good conversation starter when someone asks what happened.

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