Travel Products - Briggs & Riley BRX defective

I've had a 22" B&R BRX for about a year, love that it's lightweight and in general it has met my needs, with one exception. The handle has now broken completely for the third time and won't retract at all. Each time the same thing happens, it catches and the handle wont retract leaving the handle in the upright position. Since i dont check my bag this is a real pain!

The first time it happened I had it repaired where I purchased the bag, just 2 months after purchase. I thought maybe it was a fluke. The second time rather than repairing they replaced the part completely. I was pretty mad by the second time. Today it happened again and now I know they have a defective product on their hands.

I attempted to call customer service several times and it rings and rings with no answer and no voicemail. Any suggestions for resolving this?

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I've had a 22" B&R BRX for about a year, love that it's lightweight and in general it has met my needs, with one exception. The handle has now broken completely for the third time and won't retract at all. Each time the same thing happens, it catches and the handle wont retract leaving the handle in the upright position. Since i dont check my bag this is a real pain!

The first time it happened I had it repaired where I purchased the bag, just 2 months after purchase. I thought maybe it was a fluke. The second time rather than repairing they replaced the part completely. I was pretty mad by the second time. Today it happened again and now I know they have a defective product on their hands.

I attempted to call customer service several times and it rings and rings with no answer and no voicemail. Any suggestions for resolving this?

Which number did you call? The B&R phone number for service had voice mail a month or two ago when I used it and they did return my call and set up the repair.

I called the service # (877) 745-3978 and used the menu options and it just rang and rang. I'm going to try again today.