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.
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.
ATLANTA, GEORGIA -- I purchased a Samsonite Garment bag at $150.00 value, or at least I thought until I sent it back for repair within a year and they told me that it was smashed and not repairable, blaming it on the airlines. I do understand that the airlines abuse bags but Samsonite guaranteed the bag and would honor their agreement. I had to send it back to them 3 months after I bought it because of a zipper issue, and then had to send it back after they “so-called repaired it”. Their products are very cheaply built and I would not spend over $50.00 for their products, at least at that price you know what you are going to get.
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.
My wife bought this garment bag for me and initially I was very pleased - thought I couldn't go wrong with a Samsonite bag. However, when I started looking around to find a swivel top hanger that works with the bag, I couldn't find one. I stopped at a Samsonite outlet, then I emailed customer service. They emailed back a copy of a page from their catalog, showing 6 hangers but 4 of the 6 have markings to indicate they're no longer available. I called the customer service number, waited on hold for at least 10 minutes, then talked to someone that said only 1 hanger was available but she wasn't sure if it would work for my bag.
Today I got a message saying that the only hanger that would work for my bag is the wire hanger (like the one you get from the dry cleaner). The problem with those hangers is that you can't fold down the hook, so your suit hangs too low in the bag. I can't believe they don't make a hanger that's compatible with a new bag that was just purchased weeks ago. Are you kidding me??
ALLENTOWN, PENNSYLVANIA -- I travel for a living and in September purchase a new Samsonite suitcase at the outlet in Reading PA. The rubber on the lifting handle starting coming off in November and finally in December as I reached to lift the bag, my hand was sliced. I was in Denver heading to the airport and had to stop and get stitched. Traveled home the next day with duct tape covering the handle. I called customer service and have been getting the run around. Am now told that I need to purchase a new suitcase and it is normal wear and tear. Really? The suitcase was used 5 times. You mean to tell me that the handle should disintegrate after 5 uses?
Samsonite contacted me with the offer of a new suitcase; it arrived today.
Bought this high-end Samsonite hardshell suitcase for my 150,000 miles per year travel. I put more than 250,000 miles on the suitcase and it was never damaged once until this week when I arrived in Europe - the Samsonite logo badge on the front of the suitcase was pushed straight through the case leaving a hole. The badge was attached by making an indentation in the case material which made the case material around the badge very thin and it was this thin area that broke cleanly away from the case itself. It looks very much like a badly designed method for attaching the badge and the airline agreed and said it looked like a manufacturing defect to them.
I contacted Samsonite and asked for help under my "global" warranty only to be met with zero help. They suggested I get the airline to fix it or I take it to their repair depot here in this European city I am in only for one more day (a weekend day). What would I do? Leave the suitcase at the repair depot and carry my clothes in my arms when I fly to my next destination? I pointed this out but received zero reply. Samsonite's warranty means nothing - their high-end products are overpriced and apparently designed for failure.
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.
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 their 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.
MANSFIELD, MARYLAND -- The $800 Samsonite Black Label briefcase 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.