Samsonite - Page 2

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1.2 out of 5, based on 6 ratings and
16 reviews & complaints.

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Did they say "worldwide warranty" ?
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I bought this Samsonite suitcase at Macy's, in Chicago, a year ago, after my other suitcase had been damaged and could not be repaired because it was not a well-known trademark. I bought a Samsonite because it said it had a "ten year global warranty". On the way back from my last trip, one side seam was ripped, even though my suitcase was not overloaded. I brought it back to a Samsonite luggage dealer, here in France, who sent it back to Samsonite. The Samsonite Europe Service center replies that it is the airline's fault.

I would think a suitcase seam would be built to withstand handling by an airline staff.
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Samsonite - Handle With Care - Part 2
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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 Madhu Talwar 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 per cent 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. Talwar stated that her suitcase got cracked on the way back from her trip abroad, her complaint should be dismissed, the company argued.

Ms. Talwar 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 Janak Juneja 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. Talwar. 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 per cent interest. The company was also asked to pay Rs. 1,000 towards costs of litigation.
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Terrible Customer Service
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Rating: 1/51
Expect a wait time of at least 30 minutes for a call. Terrible customer service. When I finally connected, they did not recognize my product. Everything from them is made in China, so there help centers are oblivious.

Damaris is a terrible customer service representative. Every time I write an email, I get the same generic response without her reading it.

The product is garbage and overpriced. The wheel fell off after the first use.
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Samsonite briefcase
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MANSFIELD, MARYLAND -- The $800 Samsonite Black Label brief case I received as a Christmas present two years ago has begun to corrode (the metal hardware). Despite the 'lifetime warranty' Samsonite customer service has refused to replace my briefcase nor has it offered to send me a cash equivalent without a bill of sale. I understand that they no longer carry the prestigious Black Label line but they should at least have replacement parts or replacement briefcases.
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User Replies:
trmn8r on 05/08/2011:
There are a few issues here.

Do you have the receipt (bill of sale?) for this briefcase?
Do they still repair these, even though they are no longer made, under warranty? If so, is corrosion of the hardware covered?
Do they require the receipt for warranty work?

It sounds like they require the receipt in order to give you the cash value, which sounds reasonable. Many companies would require it for warranty work as well.
Anonymous on 05/08/2011:
Wow, the uber chic of leather briefcases is the Tumi Alpha and it doesn't cost anywhere near $800.
$800 for Samsonite is seriously overpriced... only bag I know that requires no receipt is Briggs & Riley - lifetime warranty and well South of $800.
redmx3racer on 05/08/2011:
Harry: What's her last name? I'll look it up.
Lloyd: You know, I don't really recall. Starts with an S! Let's see. Swim? Swammi? Slippery? Slappy? Swenson? Swanson?
Harry: Maybe it's on the briefcase.
Lloyd: Oh, yeah! It's right here.
Lloyd: Samsonite! I was way off! I knew it started with an S, though.
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Fragile Handle With Care
Posted by on
Last year we got a Samsonite hard olive colored 28" suitcase. My mother was using it. She made two trips with it and it was damaged.

The wheel came off during transit in airport luggage. If you look at the damage, you can clearly see that the wheel has been held by two screws. And both the screws had been broken. It seems that the material used to make the screws were not good. I have not heard of screws breaking.

When we went at the company authorized service shop, the person there was unable to accept the fact that the product was faulty. My dad has been using aristocrat hard suitcase for more than 30 years now and it still has all its parts intact. The person was telling us that the warranty provided by Samsonite only covers the fact that the suitcase does not crack. It seems that Samsonite only guarantees its suitcase box and not the wheels and locks.

What kind of quality are they providing for a suitcase worth 7,000 INR is really amazing, when you can break off a wheel within 6 months of purchase...

It is better to go for cheap products - at least you know that it will get damaged, instead of getting cheated by purchasing such costly products and then running for fake warranty.
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Anonymous on 04/26/2009:
Samsonite is a marketing name. They manufacture using 3rd parties and different labels, ie American Tourister.
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TUCSON, ARIZONA -- Purchased Samsonite at Dillards 7-20-08. Plastic latch failed on first use. Neither Samsonite nor Dillard's will honor the warranty. I suspect both are in dire financial condition and will do nothing beyond taking a customer's money.
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Anonymous on 12/29/2008:
I as a rule don't comment on non airline related topics but just a FYI.
If you want luggage that lasts with an warranty you can't beat, consider buying Briggs & Riley - pricey but super well made.
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