I purchased a new Samsonite suitcase in September 2014 with 10-Year Warranty. I took it on one trip in December. Upon my return the zipper had broken and the cloth was shredding around the packets and at the seams. I sent it to a Samsonite repair center and they fixed the zipper but said the shredding was wear and tear and not covered by their warranty.
I can see if there were rips or other damage possibly done by the airline, but shredding around the seams and packets is obviously defective workmanship and materials and had nothing to do with wear and tear after only one trip. Obviously Samsonite 10 Year Warranty is only a marketing gimmick, also obviously I will never buy another Samsonite product and will make sure to tell anyone I can about their fake warranty.
While returning home from Heathrow, the handle on my suitcase would not retract. It was the second time I've used the bag. I took it apart when I got home to find an internal molded part was broken. I left my contact info on the Samsonite website with the promise of a response within 24 hours. I received no response. I tried again a few days later with the same result. I called the 800 number on the website and was on hold for 20 minutes without ever speaking to a human. I tried this twice but no one picked up.
I finally received a response when I contacted European Customer Service. I was told I would have to ship my suitcase (at my expense) to an authorized repair agent who would determine if the product was covered under warranty. I provided model #, photos of the damaged piece and asked if they could just send me the part. I offered to pay for it. They refused and insisted I ship my suitcase.
Having taken apart the bag, I'm surprised at the low quality of its components. The broken part was an inexpensive piece of plastic 1 inch by 5 inches long which easily could have been mailed. The lack of product quality was only compounded by the misrepresentation of their website and disinterest of customer service personnel.
MONROE, OHIO -- On April 21, 2010, I purchased a blue 8-pocket duffle, item 65806 at the Samsonite Factory Store in Monroe, Ohio. This bag was for my son, who was traveling to Germany for an 11-day study abroad. While he was in Germany, one of the zipper pulls broke off from the main compartment and the other zipper pull from the main compartment broke a couple of days later. This was a major problem for him, in that he had to move from hotel to hotel as they toured Germany and fly back home with all of his belongings in a bag that would not zip shut. In no way did he misuse or mistreat the bag, the bag was not over loaded, as I packed it myself.
This was an obvious defect. He brought home the parts of the zipper pull that broke and the two sides just snapped in two at the point where they were welded together. I have my receipt from the purchase of the bag and I called the store on May 22, 2010. I would have just taken the bag back to the store, however this store is about a two hour drive from my home.
I spoke with someone who identified herself as the "operations manager" of the store. She was most unhelpful. She told me that I would have to pay to have this almost brand new bag shipped back to the manufacturer (is that not Samsonite?) and "they" would decide if the problem with the bag was due to manufacturer's defect or misuse. If they decided it was due to manufacturer's defect, the bag would be repaired. If not, it would be discarded. She delivered this message in a tone that made it obvious she was not at all interested in providing any positive customer service.
When I purchased this bag from the Samsonite Company Store, I was under the impression that it was of good quality. I could have purchased a similar bag from another company for less than half of what I paid. However, I wanted to make sure that my son would have a reliable, quality bag to use while he was overseas. This was not the case. I paid over $100 for a bag that failed to stand up for a trip of less than two weeks and caused him considerable problems in transporting his belongings. And after this catastrophe, Samsonite will not even stand behind its product by replacing the bag in the store or refunding my money for this poorly made item.
I must say that I am astounded and shocked by the poor quality of this bag and the poor customer service at the Samsonite Company Store. After my bad experience with the employee at the Samsonite Company Store, I used the Samsonite website to file a complaint concerning the quality of the luggage and the poor customer relations at The Company Store. I sent the message on May 22, 2010 and received an automated response on May 24, stating that I would receive a response within 7 days. Nine days later, I have not heard back from them.
I have a Samsonite wind tight umbrella which has vents to allow the wind to pass through and not turn umbrella inside out. It works wonderfully but after 6 months the locking mechanism broke so the umbrella no longer stays open or closed. It's useless. The warranty repair dept acknowledges that it sounds like a defect, but there is no warranty on umbrellas so we are out of luck.
NEW YORK -- I purchased the Samsonite Luggage in Riverhead, NY. It cost me about $120. I am a business traveller and used the luggage to travel domestically over the course of a year. I would estimate that I travelled about 5 times, roundtrip. Prior to the one year warranty expiration, I noticed that the "Piping" near the bottom of the suitcase was wearing away. This Piping covered a metal wire that goes around the entire piece of luggage. When I returned the item for warranty repair, the repair shop told me the item was not covered under warranty.
I would like to comment that the luggage looks lightly used. It was NOT abused in any way. The handle and cloth is fine. There are no stains or other obvious sign of abuse. Normal wear and tear due to use of poor quality materials. I was quoted about $100 to fix it. Why would I pay $100 to fix an item that cost me $120? I should just put duct tape over the worn piping and say "Like my tape? This tape covers the poor quality material used by Samsonite in the manufacture of this suitcase. What Samsonite Warranty?" Then I should continue to travel throughout the United States. My own form of free speech.....and I stand by my opinion.
I am very disappointed in the quality of Samsonite luggage. I have used their luggage for years. What did I do? I went out and bought a brand NEW Tumi suitcase. And I will never buy Samsonite again. And I will use my Samsonite luggage with the duct tape and my personal message on it. Maybe others will see my humor. Maybe Samsonite will begin to use better quality materials and not blame a customer for their use of "cheap and defective materials." Hey...the lesson is that you get what you pay for. Spending $120 on a Samsonite suitcase was a waste. I have learned my lesson. See you on the road.
I returned a piece of Samsonite luggage about an hour ago to the factory outlet store where I purchased it because the retractable handle had fallen apart on me. The piece of luggage was purchased in Feb 2007, and the receipt indicated that it had a 3-year warranty. It was the original receipt, in excellent condition. The clerk told me that the warranty was not valid because it was so close to being expired. Duh... She called security on me because I got upset. Security showed up, and so did another, considerably older employee. I can only guess that the second woman was a manager. She did not say one way or the other.
This second employee said that my luggage repair would not be covered - that I would have to pay for it - because of a clause in the warranty that addresses "normal wear and tear". She said my warranty was no longer valid. These are my questions:
I just found the same piece of luggage online, at an awesome price of $80.99, supposedly for this weekend only. Even a rough estimate of $10, $50 or $75 would have allowed me to make an informed decision, and I would not have become angry.
SUNRISE, FLORIDA -- I purchased a 2 piece luggage set at the Samsonite Factory Outlet store in Sawgrass Mills Mall in Sunrise, FL and on my first trip, 6 months later, the handle on the smaller of the set would not extend all the way to the top. The store sent the small piece to the "repair center." A month later, they called me back to say it WAS a factory defect, and for that reason they would fix it... If they couldn't fix it, they would replace it with a new one. Great deal, right? WRONG!
They told me the model/style had been discontinued and they didn't have the matching handle for it. They could replace the handle with either a black or blue one, but it wouldn't match my green suitcase. I told them if they couldn't repair it so that it would match, I wanted them to replace both pieces... After all, that's why I bought a matching set. They told me "NO" and that was not part of the warranty. They then said they would replace the entire piece of luggage, but it would be a different color... same problem, would not match my other larger piece.
I then asked them if they would at least change out both handles so both pieces would finally match and once again... "NO!" I finally asked them if they would let me return or exchange it and what do you supposed their response was?? You guessed it - "NO!!" 1-800 customer service was USELESS... They simply take your information and send it on to another person who makes the decision (which is ALWAYS not in your favor). They KNOW they are doing me wrong and they simply do not care about their obligation to their customer or saving me as a future consumer.
The moral of this store is this: I personally believe that the "factory outlet store" is nothing more than a graveyard dumping ground for their manufacture defects. They send their damaged crap to the store to sell cheaply to unsuspecting customers who feel they are getting a good deal on last year's models. They know that it's harder to sell individual pieces than sets, so they get you to buy the set and when the sucker customer finds out one is damaged, they simply replace it with another non-matching piece thereby insuring they can sell all of their crap merchandise individually as they intended to in the first place.
I went to Samsonite because of their "good reputation in luggage" and 10 year "warranty." The fact is their luggage is defective and their warranty is useless. I would obviously NOT recommend this store to anyone who wants to buy a high quality set of luggage with a good warranty because you will end up with NEITHER.
I finally got this resolved to my satisfaction. I went down in person to the store and spoke to the manager, who was very understanding and helpful. He was disappointed in the way the luggage repair center and customer service were treating my problem. He said he would handle everything and if nothing else worked, he would let me pick out new luggage for free. He sent both pieces back to the repair center and they came back shipped to me a week later looking brand new and all original color handles. I am very pleased with the results and think I was finally treated fairly. Its a shame they put me through 2 months of aggravation in order to get here, though.
DELHI -- NEW DELHI, FEB. 9. This was a suitcase that was certainly not meant to `travel' as a Delhiite learned the hard way. Having bought the suitcase from Samsonite, the last thing that ** expected was that it would crack on its first journey. Determined to get back the money she thought she deserved, she fought a four-year-long battle in a consumer court. The district consumer disputes redressal forum now has held Samsonite responsible for the quality of material used and directed it to replace the suitcase or refund Rs. 6,200 at 9 percent interest.
In its defense, Samsonite argued that the suitcase got damaged as the carrier mishandled it and the guarantee card specifically states that if any damage is caused due to misuse, neglect or mishandling by a carrier, the guarantee will not apply. It further stated that the guarantee cover is only applicable if there is a defect in material and workmanship. The guarantee does not cover any damage caused by misuse, defect, accident or damage by a common carrier, the company submitted. And since Ms. ** stated that her suitcase got cracked on the way back from her trip abroad, her complaint should be dismissed, the company argued.
Ms. ** in her version said that the suitcase could only crack due to poor quality of material used by the manufacturer or due to a manufacturing defect. It could have not happened only because she travelled by air. She also alleged that she approached the dealer as well as the company to replace the suitcase, but they both agreed to get it replaced at her cost. After going through all the evidence, a bench of the district consumer disputes redressal forum presided by member ** observed that there was no deficiency in service against the dealer.
However, in the case of Samsonite there is no denial in the sale of the suitcase and the company has not refuted that the suitcase was cracked. "Their plea is that the said cracks developed during air travel by Ms. **. However, we are unable to be convinced by the argument that the cracks on the suitcase developed due to mishandling by the air carrier and that too during the first visit. The development of cracks is definitely linked to the quality of the material and the workmanship,'' the bench stated.
Therefore, it held the company responsible and directed it to either replace the suitcase or refund Rs. 6,200, the cost of the suitcase at 9 percent interest. The company was also asked to pay Rs. 1,000 towards costs of litigation.
ON-LINE DIRECT WITH SAMSONITE -- I purchased 5 suitcases in September for gifts at Christmas. My granddaughter used it only 4 times and the seam came apart. She went back to school across country. I called customer service, which informed me of several repair shops from my zip code to determine if it is eligible for free repair or new one. All four repair shops were in NY and I live in CT which is 2 hrs away and the suitcase is in AZ. She will not be back until Christmas and cannot use it on return. She is also on campus with no vehicle.
Due to these issues there was no one to speak to to help with my issues or concerns. It is like I have to eat the cost of an item that is a defect. The seam came apart. It should have held up with only 4 uses. Very frustrated and feel the company does not want to stand by their product.