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Samsonite Complaint - Samsonite Warranty is USELESS - Luggage
Luggage - Complaint
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.
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.
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.
Comments:
Posted by trmn8r on 2011-10-15:
The main problem here, IMO, is you discovered that what you bought had a defect 6 months after you bought it. If it had been sooner, perhaps you could have returned it, depending on the store's return policy.
So you are now in a warranty situation. They attempted to honor the warranty to the best of their ability, but you were not satisfied with their offer.
To me the moral of the story is to be careful shopping at factory outlets and inspect what you buy promptly so you don't get burned.
So you are now in a warranty situation. They attempted to honor the warranty to the best of their ability, but you were not satisfied with their offer.
To me the moral of the story is to be careful shopping at factory outlets and inspect what you buy promptly so you don't get burned.
Posted by jcb95492 on 2011-10-15:
@trmn8r apparently you missed the point of my entire argument, so I'll sum it up for you again...the warranty is useless. I did inspect the luggage but you are correct, I didn't bother to walk around the entire mall with the handle up and down several times to simulate an airport prior to purchasing it. With your logic and sense of fairness, maybe you should apply for a job with Samsonite...I'm sure you'd fit right in.
Posted by At Your Service on 2011-10-16:
I agree with you trmn8r.
My thought is that the purchase was from a factory outlet store. To me, this is on the same level as buying "scratch and dent" and then getting miffed because the item isn't as new. Sure the O.P. may have a different color handle, but there is still a fully functional baggage set at a reduced priced.
Actually, I'd love the mismatched handle. What a better way to identify your luggage on the carousel!
My thought is that the purchase was from a factory outlet store. To me, this is on the same level as buying "scratch and dent" and then getting miffed because the item isn't as new. Sure the O.P. may have a different color handle, but there is still a fully functional baggage set at a reduced priced.
Actually, I'd love the mismatched handle. What a better way to identify your luggage on the carousel!
Posted by Venice09 on 2011-10-16:
Factory outlets are not the same as 'scratch and dent' unless the merchandise is marked irregular.
Posted by ConsumersavvyUSA on 2011-10-16:
Great comment AYS. I never thought of that about the mismatched handle. I'll take that into consideration the next time I fly.
Posted by jcb95492 on 2011-10-17:
@atyourservice
Obviouly you have never been to the Sawgrass Mills Mall before. It's the largest outlet mall in the country and the 2nd largest tourist attraction in Florida next to Disney. This is a VERY upscale mall and the ENTIRE mall is nothing but outlet stores. This isn't a flea market as you characterise. Maybe you should google the mall before making such an ignorant comment.
Obviouly you have never been to the Sawgrass Mills Mall before. It's the largest outlet mall in the country and the 2nd largest tourist attraction in Florida next to Disney. This is a VERY upscale mall and the ENTIRE mall is nothing but outlet stores. This isn't a flea market as you characterise. Maybe you should google the mall before making such an ignorant comment.
Posted by Venice09 on 2011-10-17:
jcb, I live near a premium outlet mall, so I know exactly what you mean.
Posted by At Your Service on 2011-10-17:
I'm around some very premium outlet malls too. Generally these stores out outlets for a reason. They carry merchandise that is not otherwise sold through normal supply chains. Nothing wrong with that. You can get some pretty good deals, but you give up something in return. By no means are they intended to be a second-hand flee shop; although, I have fun going through those too ;-)
I really am surprised that this mall is such an attraction; second only to Disney! I was just in that neck of the woods and saw or heard nothing about it. Disney is far from the only thing there though. Universal Studios, Sea World, Busch Gardens, Kennedy Space Center, Daytona, Midevel Times, dozens of water parks and sports franchises -- there sure is a lot to do.
I really am surprised that this mall is such an attraction; second only to Disney! I was just in that neck of the woods and saw or heard nothing about it. Disney is far from the only thing there though. Universal Studios, Sea World, Busch Gardens, Kennedy Space Center, Daytona, Midevel Times, dozens of water parks and sports franchises -- there sure is a lot to do.
Posted by Venice09 on 2011-10-17:
The mall in my area does not carry merchandise not otherwise sold through normal supply chains. It's wrong to diminish the importance of the OP's complaint by assuming they bought something equivalent to 'scratch and dent'.
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