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Samsonite Complaint - When does a luggage warranty end? - Samsonite Wheeled Business Case
Samsonite Wheeled Business Case - Complaint
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 She said my warranty was no longer valid.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:
1. Does any other manufacturer arbitrarily end a 36-month warranty at 34 months?
2. Whether it's luggage, a car or something electronic (TV, stereo, cell phone, etc), shouldn't the warranty exclude ABNORMAL wear and tear as opposed to normal wear and tear? Can you even imagine a car warranty expiring early because you drove the car 11,000 miles per year?
3. Neither employee would tell me the cost of the repair, not even an estimate. I asked why not, and there was only silence. Do I not have the right to make an informed decision? 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.
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:
1. Does any other manufacturer arbitrarily end a 36-month warranty at 34 months?
2. Whether it's luggage, a car or something electronic (TV, stereo, cell phone, etc), shouldn't the warranty exclude ABNORMAL wear and tear as opposed to normal wear and tear? Can you even imagine a car warranty expiring early because you drove the car 11,000 miles per year?
3. Neither employee would tell me the cost of the repair, not even an estimate. I asked why not, and there was only silence. Do I not have the right to make an informed decision? 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.
Comments:
Posted by dan gordon on 2009-12-27:
http://shop.samsonite.com/info/Warranty_Information
the warranty excludes wear and tear which I'd assume include scuffs, tears, external handles and zippers etc. It was never covered so it had nothing to do with the warranty term. It took far less time to google Samsonite warranty then to type your complaint.
the warranty excludes wear and tear which I'd assume include scuffs, tears, external handles and zippers etc. It was never covered so it had nothing to do with the warranty term. It took far less time to google Samsonite warranty then to type your complaint.
Posted by Skye on 2009-12-27:
I would contact Samsonite directly:
Phone: 800-547-BAGS (2247)
Email: Questions@Samsonite.com
Email: Questions@AmericanTourister.com
Inquire about Warranty and Repairs
Phone: 800-262-8282
Email: samsonite@casupport.com
Phone: 800-547-BAGS (2247)
Email: Questions@Samsonite.com
Email: Questions@AmericanTourister.com
Inquire about Warranty and Repairs
Phone: 800-262-8282
Email: samsonite@casupport.com
Posted by localgod on 2009-12-27:
The manufacturer's warranty only covers manufacturing defects unless it is an extended warranty offered by a third party. Read the warranty fine print.
Posted by LadyScot on 2009-12-27:
And why would you return it to the store? The store does not issue the warranty, the manufacturer does. You return it to Samsonite.
Posted by Jay. H on 2012-01-06:
I took my wife's carry on bag to be fixed at Luggage Repair Center in Miami, Florida. The spring in the pull out handle got stuck and I was unable to pull the bag. I left the peice at the center and was told it would take 3-4 days to repair it (for free), and that they would send it to my home via FedEx. The very next day it arrived, much to my surprise, and it was fixed. the service was great and the manager was very helpfull. No complaints here, only compliments and a big thank you. Great service center.
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