MilesBuzz! - Luggage Warranties

I am wondering what experiences people have had claiming warranties with luggage manufacturers.

I have samsonite suitcase. In a recent trip to Israel the inside clip for attaching hangers broke off. I went back and read the literature of the "Lifetime" Warranty.
It says it doesn't cover while travelling on a common carrier (i.e. Airlines). !!! What else are suitcases for?

I did not claim with the airline as the damage was on the inside of the suitcase and I did not notice until I got there.

This is like your car makers saying the warranty is void if you travel on public roads.

Can anybody share their experiences on getting luggage changed/replaced by the luggage manufacturer?

thks.... redrock

For what it's worth...

My carryon is made by Atlantic and I haven't had any problems with them.

Last year, the padded rod in the clothes fold-out finally wore out & I called them for a replacement. Since it was due to extreme usage, I told them I was in no way displeased, and would gladly pay for a replacement.

They didn't send me a replacement rod; they sent me an entire new fold-out, rod and all, and didn't charge me anything.

There are still some companies out there who want happy customers. Would that some airlines were the same!

One word, "Tumi".

After 15 years of regular flying, I got tired of replacing bags every year or so.

Had 2 Atlantic bags that got demolished by UA & DL. I went to my local luggage store & they convinced me to shell out a bit more $$ and buy a Briggs & Reilly bag. They even gave me a credit of $150 for my Atlantic bag. B & R's lifetime warranty covers all damage, even airline damage! No questions asked.

I've had a B&R fold-over Val-Pack for over a year now & it still looks like new. In the airport in EWR last week, 2 people stopped me and asked what brand it was. When I told them I fly 75-100K per year, always check it and it was over a year old, they were amazed.

Best luggage investment I've ever made. http://talk.flyertalk.com/forum/smile.gif



[This message has been edited by shadow (edited 09-08-1999).]

Believe it or not -- Macy*s has treated me well. Their store brand is Metropolis. I purchased a hanging bag from them about 1 year ago. I overstuff this bag like you would not believe (12 days worth of clothing is my record). Well, the inside liner developed a tear by the zipper and I could not zip the bag. Brought it back to them with the receipt and received the cost of the old bag off a brand new bag. New bag = $30. No questions asked.

--Jim

Check out Lands' End. 1-800-LANDSEND or http://www.landsend.com . Not only do they have great soft sided luggage, but they have the best guarantee in the business. 100% Guaranteed...Period. This will last a lifetime, or they will replace the luggage or refund your purchase price.

shadow... Do you know where we can find Briggs & Reilly bags?

thks.... redrock

I've used Atlantic Luggage for the past several years and have had no trouble with them. I've had them repaired several times both through Atlantic and the airlines.

I'd highly recommend them.

I have a Samsonite bag that the first time I used I left that little strap that you use to hang another bag on and checked the bag. Duh!! Naturally, the strap didn't make it from SEA to PVD. I inquired with Samsonite (at their internet site I believe) about getting a new one and they sent me one gratis within a couple of weeks. So, you might just want to check with them about this and see what they have to say. It can't hurt.

I really haven't found any luggage that will outlast the abuse heaped on it by the airlines. My rolling garment bag (TravelPro) has lasted about 3 years but finally broke a few trips ago - it's still usuable but has a spring popping out the side. (At least its easy to identify when I pick up my luggage.) I'm beginning to wonder if the best investment isn't a rather inexpensive, no-name brand. Use it for a year or two and then move on to something else.

MileKing, that's what I thought until I got the Briggs & Reilly. It is unbelievably durable.

redrock, I would think any major luggage store would have B&R or be able to order it. They have a good selection of styles.

As far as I'm concerned, TravelPro's stink.
I've had 2 that have been repaired at least 3 times each. They claim all of the FA's & crew use TP, but you don't see any of them checking their bags!! Good for carry-ons only.

[This message has been edited by shadow (edited 09-08-1999).]

Bad experience with warranty work on "Ricardo Of Beverly Hills" luggage. I had all kinds of straps and handles tear on a garment bag in the first year I owned it.

The factory people (located in La Mirada, CA) gave me all kinds of grief, to the point that it became easier to have it repaired myself at a luggage store. Once the luggage store repaired and reinforced the broken pieces, I never had any other problems.

Does poor manufacturing processes = poor customer service?

thanks everyone for the great feedback. This truly is a great forum.

redrock

I have had a zipper break on my Tumi 6 suiter twice. The dealer says it's normal wear and tear not covered by the warranty and charges me $20 to fix it. Am I being bilked?

I have also had zippers break on Andiamo luggage; took it in, the dealer sentit back to the manufacturer and it cae back looking like new. No questions asked, no charge.

I am a confirmed Hartmann devotee, and have a good luggage store in Des Plaines, IL (Irv's on Oakton) where I just go in and they fix things like ripped straps or broken zippers while I wait for about $10-$15. I can't be bothered with sending stuff like that back to Hartmann, although they, I'm sure, are good for it. Irv's also carries seconds of Tumi (as well as Hartmann). About 5 miles from ORD--take Mannheim Road exit from 190 or right out of the rental car lots to Mannheim, 2.5 miles to Oakton (K-Mart on the SW corner), right onto Oakton and it is about 4 miles west on the North side of the street.

Another premium brand in addition to Tumi & B&R that will cover any damage is Boyt.

While not carried as widely, they make first class bags. I have had a medium and large size rolling "rectangles" for 5 years of heavy travel. Domestic and Int. When one of them finally "broke a leg" the store where they were purchased (Robinson's in Philadelphia) sent it in to Boyt for me. two weeks later, it was back good as new. They had also replaced all of the exterior leather and rivets that had been scuffed up over the years in addition to the damaged "leg." The balistic nylon still looks great.

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Two wrongs may not make a right, but three lefts do.



[This message has been edited by BLADE (edited 09-09-1999).]

SAMSONITE-No problem with them paying for repairs since I was able to provide a sales receipt proving purchase within the warranty period. Work was done locally by shop approved by Samsonite.

I went to a local "Luggage Outlet" store and got a Briggs & Reilly garment bag and rolling bag. They weren't cheap, but they are so well made. And their warranty is they'll fix it no matter who breaks it. They're located in Half Moon Bay, CA, just a hour away from here.

And something else I just love--those Eagle Creek Pack-It Systems. They make packing and finding things when packed a breeze.

[This message has been edited by Nanook (edited 09-12-1999).]

I agree with Dgolds: after my first Andiamo bag, I won't use anything else (I now have 6 plus their toilet kit). They're not cheap, but they're nearly indestructible. And when a zipper gave out after ten years, my dealer (probably the same one Dgolds uses, since we live five blocks apart!) sent it in. They replaced the zipper...as well as the other zipper (figured it may be dieing, too)...and replaced a strap that had gotten a bit frayed. Total cost (and bear in mind that each zipper was about 50", going around three sides): $35, including round-trip shipping!

BTW: said dealer reports that Andiamo is the only brand he recommends to get repaired. The others all charge enough more (and a replacement bag is enough cheaper) that you do better to buy new.