Klacht Samsonite: Samsonite has failed to honor my luggage's 10-year worldwide warranty

Status
angry Niet opgelost
Klachtnummer
# 365755
Gebruiker
Invictus
Datum
7 reacties

Details

De klacht

I have a Samsonite Westbrook 21-inch Spinner Exp 360 which I purchased in the US on 29 December 2011. It has a 10-year worldwide warranty, valid until 29 December 2012. Recently, the top handle broke and and the extendible handle no longer extends. I brought it to Samsonite at Bijenkorf for it to be sent to the repair centre, only for it to be returned on the same date. Samsonite indicated that it could see no product or material defects and therefore considered that it is not covered by the warranty.

My position is that if the product is not usable for the period of the warranty, then the damage falls under product or material defects, as the parts which broke did not last for as long as they were guaranteed to last.

De oplossing

I expect Samsonite to repair or replace my luggage, as per the terms and conditions of its 10-year warranty. It is dishonest for Samsonite to advertise a 10-year warranty, only to justify not honouring it by saying that any damage cannot be attributed to a manufacturing defect. If this is the case, then Samsonite can claim any damage which arises after 6 months is not due to a manufacturing defect and therefore not covered by the warranty.

7 reacties

  1. Auteur
    Samsonite
    Datum
    Hi,

    Our warranty only covers material and production defects.
    The damage to your suitcase is caused by normal wear & tear after 7.5 years of usage.
    Normal wear & tear is not covered by our warranty, which you can also read in our warranty conditions: https://www.samsonite.co.uk/our-guarantee/our-guarantee.html

    Please note that we are not going against our warranty conditions, we would not have any interest in doing that.

    We apologize we cannot be of further assistance with this suitcase.

    Kind regards,
    Samsonite Europe
  2. Auteur
    Invictus
    Datum
    By definition, if these parts do not last for the duration of the 10-year warranty, these should be considered product or manufacturing defects. If not, this amounts to false advertising.

    The 10-year warranty assures customers that the product will last for this period under normal conditions. To then claim that normal wear and tear prevents the warranty from applying runs counter to the point of having such a long warranty in the first place. No one buys a piece of luggage then stores it in a cabinet for 8 years without using it, only to then discover a defect.

    Moreover, there is nothing in your warranty conditions that specifies that after 7.5 years of usage, the warranty will no longer apply.
  3. Auteur
    Samsonite
    Datum
    Hi,

    it is not correct that every defect within 10 years should be considered a warranty defect.
    The 10 year warranty covers any material or production defect during this period, this does not mean that every defect within that 10 year period should be considered a material or production defect.

    There is indeed nothing that specifies that the warranty no longer applies after 7,5 years. We have, however, seen that the damage to the wheels is due to wear & tear. And that is not covered by our warranty.

    As a commercial gesture, however, we are willing to offer you a voucher for the purchase of a new Samsonite.
    If you wish to receive this voucher, please send us your e-mail address.

    Kind regards,
    Samsonite Europe
  4. Auteur
    Invictus
    Datum
    Unlike the damage to the top handle and the extendable handle, any such damage to the wheels does not preclude the luggage's use. I am thus not making any warranty claim for the wheels, while I am doing so for the top handle and extendable handle.

    How much will this voucher be worth? Will it be accepted at Samsonite outlet stores, such as the one in Roermond?
  5. Auteur
    Samsonite
    Datum
    Hi,

    The same goes for the handles. Apologies if that was not clear in my earlier message.

    We will gladly offer you a voucher for 25% discount on our website www.rollingluggage.nl

    Kind regards,
    Samsonite Europe
  6. Auteur
    Invictus
    Datum
    I will only accept a voucher equivalent to the value of my luggage.
  7. Auteur
    Samsonite
    Datum
    Dit is onze laatste reactie
    Hi,

    As indicated earlier, this is not a warranty case, so we cannot offer you the entire amount of your luggage.

    If you wish to receive the voucher, please send us your e-mail address.

    Kind regards,
    Samsonite Europe

Uiteindelijke oplossing

Auteur
Invictus
Datum
Uiteindelijke oplossing
Status
niet opgelost
Beoordeling
angry

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