Samsonite - Poor Quality, Poor Service
Customer Service - Complaint
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 web site 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 #'s, photo's 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.