Xtend Outdoors

I had Extend Outdoors, Palmetto St, Chevallum QLD, supply and fit new material to my existing awning. They offered a heavy duty vinyl and I chose that from the samples supplied. As someone with over six years of full-time caravan living, having owned two new caravans and three awnings, and dealt extensively with dealers, suppliers, and service agents, I am well-versed in the caravan industry. Unfortunately, my experience with Xtend Outdoors aligns with a common issue in this industry: poor after-sales and warranty service.

In my case, Xtend Outdoors’ warranty support was inadequate. Despite submitting multiple photos and a video clearly documenting excessive condensation in my awning, the warranty manager dismissed my claim by focusing on a single photo showing a minor 20mm misalignment of the barrel. This was a clear deflection, as the other evidence was ignored, and no meaningful discussion of the condensation issue was offered. Only after persistent follow-ups, including requests to escalate to the company manager—who never responded—did they send a technician to inspect the awning, and only because he was already in the area.

The awning’s material produces excessive condensation, a significant issue not present in the three other awnings I’ve owned. Xtend Outdoors failed to inform me of this characteristic, which should be disclosed to allow customers to make informed decisions about their purchase. Their instructional materials also lack guidance on securing the barrel mechanism to prevent the minor “play” they cited as the cause of my issue, which feels like an attempt to shift blame rather than address the problem.

Xtend Outdoors’ claim that they “made every effort to resolve your concerns quickly and thoroughly” is misleading. Their initial response was dismissive, and no action was taken until I escalated the matter multiple times. Their assertion of providing “clear instructions” is inaccurate, as their instructional video does not address how to secure the barrel mechanism to avoid the minor misalignment they highlighted.

The claim that condensation is “100% normal” oversimplifies the issue. The level of condensation in this awning far exceeds what I’ve experienced with other awnings, suggesting a material or design flaw. Transparency would involve proactively informing customers about this characteristic, not attributing it to user error after the fact.

Finally, their statement about “professional service and transparent communication” does not reflect my experience. The warranty manager’s response felt evasive, and the company manager was entirely absent. While the sales team, particularly Sophie, was professional and helpful, the warranty process was frustrating and unresponsive.

Conclusion

Xtend Outdoors’ after-sales service fell short of reasonable expectations. For a $1200 purchase, I expected better accountability and support. I strongly advise potential customers to approach this company with caution, as their warranty service may not meet your needs. I will not be purchasing from Xtend Outdoors again.