Samsonite Complaint - Samsonite Warranty is USELESS
Resolution Update on 10/29/2011:
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.
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. The 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 grave yard 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 its 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.