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“Go away, get lost! ”

written by Buzzbee02 on 01/06/2017

This is nowadays the attitude of Samsonite customer service. We bought a premium range product (laptop rucksack DLX4 with wheels) aimed at business travellers. It comes with a 5yr warranty and is 14 months old. It is little used as hand-luggage and was never checked-in. The problem is the soft fabric used on the bottom of the rucksack which sustained an approx. 5cm tear. Clearly, one would expect that the bottom of a premium product which naturally has to be resistant to many surfaces, should be made from robust material. Not so! A Samsonite store sent it to their "independent" repair center (they stress that they have nothing to do with the repair center although obviously paying them). It was returned to us as it is with the comment it is irreparable and not covered by warranty. They did not even offer to repair for a fee. We took it up with the Samsonite Customer Service who repeated this following a call to the repair center (claim). They also pointed out that they had no other customer complaints about this issue and could not assist us.
Unfortunately, we also sustained another Samsonite casualty during the same trip: for the second time, a Samsonite hard-shell suitcase cracked. This already was the replacement for a suitcase that had the same fate.
Product quality seems to go downhill. You waste your time hoping to get a service from them! All our luggage was from Samsonite - its time to move on.