Advice on Rimowa Topas damage
Apr 19, 2015, 4:59 am
#16
Join Date: Sep 2003
Location: Anwhere ex-MAN
Programs: A3 *G, BA Silver
Posts: 2,706
I really struggle to see my someone would spend many hundreds of $$$ on a cool looking bag then check it in! The construction of the bag ensures that it will attract and show damage.
If you need to check a bag make it something with a warranty (B&R) or at least cheap(er) to repair replace. (Ebags).
If you need to check a bag make it something with a warranty (B&R) or at least cheap(er) to repair replace. (Ebags).
Apr 19, 2015, 7:31 am
#17
Original Poster
Join Date: Aug 2011
Location: ECP
Programs: DL Diamond
Posts: 1,658
I really struggle to see my someone would spend many hundreds of $$$ on a cool looking bag then check it in! The construction of the bag ensures that it will attract and show damage.
If you need to check a bag make it something with a warranty (B&R) or at least cheap(er) to repair replace. (Ebags).
If you need to check a bag make it something with a warranty (B&R) or at least cheap(er) to repair replace. (Ebags).
Apr 28, 2015, 8:11 pm
#18
Original Poster
Join Date: Aug 2011
Location: ECP
Programs: DL Diamond
Posts: 1,658
Update: I escalated the complaint to the DOT when B6 stonewalled on additional compensation which resulted in an email from a senior baggage specialist from B6 with an offer for $300 more in my "Travel Bank."
I respectfully thanked them for their prompt response and suggested instead that they front me $100 cash now to buy a box, packing supplies and cover 2 way shipping to Rimowa in Dallas. Also requested a promise to cover any repair costs if it's not covered by warranty. We'll see what they say...
Either way, I feel I'm on solid ground. The COC states damage "to the wheels" is not covered. The wheels on my case work great, and claiming damage caused by holes/tears clearly in the case is damage "to the wheels" is a stretch I'm confident they can't make to a small claims court judge. I'm being careful not to mention any plans to do that, though, as I truly do want to work it out with B6 and I know making that threat is a one way ticket to dealing with their legal dept instead of somebody who might actually help me.
I respectfully thanked them for their prompt response and suggested instead that they front me $100 cash now to buy a box, packing supplies and cover 2 way shipping to Rimowa in Dallas. Also requested a promise to cover any repair costs if it's not covered by warranty. We'll see what they say...
Either way, I feel I'm on solid ground. The COC states damage "to the wheels" is not covered. The wheels on my case work great, and claiming damage caused by holes/tears clearly in the case is damage "to the wheels" is a stretch I'm confident they can't make to a small claims court judge. I'm being careful not to mention any plans to do that, though, as I truly do want to work it out with B6 and I know making that threat is a one way ticket to dealing with their legal dept instead of somebody who might actually help me.
Apr 29, 2015, 1:04 am
#19
Join Date: Mar 2010
Posts: 1,305
Glad to hear that it is working out for you.
In looking at the damage photos again, one could argue that the corner frame is torn and bent. Although a wheel is slotted to the underside of that frame cavity, the question is how the damage happened in the first place.
If your case was pushed or dropped, one might think that the wheel would be damaged alone. This is not what one sees in your photo, unless perhaps they are trying to minimize your claim. So I would speak to the claims person you mention (with a calm easy going voice) and state that there is damage is primarily to the corner of the case, which also includes the wheel. The wheel is easy to replace, but the damage is not.
I agree with you wanting to keep a seemingly friendly and considerate person from the airline to deal with. Very wise.
I've heard many interline about claims involving luggage and any amount of electronics. The claim states " You damaged my case, or laptop etc. " Never mind that the passenger was so intoxicated and belligerent that they were forcibly removed from the aircraft by the police. That will of course be disputed by the passenger, who will appear to be dressed as a saint on Sunday. " Me, touch alcohol your Honour ? Why bless my buttons No, Never ! "
Again, in those cases, it is rare that the airline wins when pressed, as they don't have the personnel, don't really care, got busy with other things, or have forgotten the date in court to defend themselves in a claim. Even with the third an final offer to you, a no show, despite the previous multiple meetings with you, and they lose, and you win.
Please be ready to ensure that you have multiple copies of your original and replacement cost receipts, along with you photos and a repair estimate.
In looking at the damage photos again, one could argue that the corner frame is torn and bent. Although a wheel is slotted to the underside of that frame cavity, the question is how the damage happened in the first place.
If your case was pushed or dropped, one might think that the wheel would be damaged alone. This is not what one sees in your photo, unless perhaps they are trying to minimize your claim. So I would speak to the claims person you mention (with a calm easy going voice) and state that there is damage is primarily to the corner of the case, which also includes the wheel. The wheel is easy to replace, but the damage is not.
I agree with you wanting to keep a seemingly friendly and considerate person from the airline to deal with. Very wise.
I've heard many interline about claims involving luggage and any amount of electronics. The claim states " You damaged my case, or laptop etc. " Never mind that the passenger was so intoxicated and belligerent that they were forcibly removed from the aircraft by the police. That will of course be disputed by the passenger, who will appear to be dressed as a saint on Sunday. " Me, touch alcohol your Honour ? Why bless my buttons No, Never ! "
Again, in those cases, it is rare that the airline wins when pressed, as they don't have the personnel, don't really care, got busy with other things, or have forgotten the date in court to defend themselves in a claim. Even with the third an final offer to you, a no show, despite the previous multiple meetings with you, and they lose, and you win.
Please be ready to ensure that you have multiple copies of your original and replacement cost receipts, along with you photos and a repair estimate.
Apr 30, 2015, 4:57 pm
#20
Join Date: Nov 2012
Location: NYC
Programs: Marriot Am, MU Pt
Posts: 3,092
Rimowas warranty is useless. Incredible what poor warranty they offer given their luxury status and price levels. Basically they do not cover transport damage. One might expect such a luxury company stand behind their products and offer a no questions asked life time warranty with covered shipping costs. But no, a measly 5 year warranty that only covers manufacturer defects. Mostly useless!
They always covered by broken wheels, busted corners, broken locks, dents. Some they fix immediately. I got drunk one day, tripped over my new Rimowa and basically destroyed it so much it was almost in two pieces. Took it to the shop asking if anything could be done explain that I basically fell on it. Got a no problem and three week later they fixed it to almost like new!
Yeah if you're getting bad service, I'd complain to their customer service.
Jun 3, 2015, 6:26 pm
#21
Original Poster
Join Date: Aug 2011
Location: ECP
Programs: DL Diamond
Posts: 1,658
Update again:
Shipped it to Rimowa since B6 is giving me the heisman.
Rimowa says the damage is repairable. I called and was told it should be 4 weeks or so, but I explained that in exactly 4 weeks I'd be leaving on my wedding/honeymoon trip and could they try to expedite it in any way possible. She put me on hold and went to the warehouse and asked them to complete it today(!) which she said they would and ship it out today or tomorrow.
Very, very impressed with the service from Rimowa. I did miss out on using it for a few trips, but it looks like I'll be getting it back shortly.
Shipped it to Rimowa since B6 is giving me the heisman.
Rimowa says the damage is repairable. I called and was told it should be 4 weeks or so, but I explained that in exactly 4 weeks I'd be leaving on my wedding/honeymoon trip and could they try to expedite it in any way possible. She put me on hold and went to the warehouse and asked them to complete it today(!) which she said they would and ship it out today or tomorrow.
Very, very impressed with the service from Rimowa. I did miss out on using it for a few trips, but it looks like I'll be getting it back shortly.
Jun 15, 2015, 9:49 am
#23
Join Date: Jul 2008
Programs: Club Carlson Gold, AMEX Platinum, EBG
Posts: 397
TBH I can't believe why anyone would want to buy a Topaz when they are checking it, I don't think I've ever seen one which hasn't has the crap beaten out of it, thy don't look to me like the sort of luggage that last a long time, especially for the price. Rimowa make much better cheaper luggage like the Salsa and if you really want the Topaz style the Limbo, both polycarbonate and a lot more robust.
Jun 15, 2015, 9:57 am
#24
Join Date: Jul 2008
Programs: Club Carlson Gold, AMEX Platinum, EBG
Posts: 397
Rimowas warranty is useless. Incredible what poor warranty they offer given their luxury status and price levels. Basically they do not cover transport damage. One might expect such a luxury company stand behind their products and offer a no questions asked life time warranty with covered shipping costs. But no, a measly 5 year warranty that only covers manufacturer defects. Mostly useless!
Here in EU though we are a little lucky though that we have a consumer rights purchase legislation covering the first 3 years and the protection is extra strong for the first 6 months since you bought anything. Basically the manufacturer have to prove the customer did something wrong to deny the claim, and that could often be tricky and difficult to do, so most of the time they just repair or send you a new product if it is a decent serious company.
Here in EU though we are a little lucky though that we have a consumer rights purchase legislation covering the first 3 years and the protection is extra strong for the first 6 months since you bought anything. Basically the manufacturer have to prove the customer did something wrong to deny the claim, and that could often be tricky and difficult to do, so most of the time they just repair or send you a new product if it is a decent serious company.
The problem with my Salsa appears to be a design flaw, my larger Salsa bought 2 years ago is exhibiting the start of the same problem, there is a hairline crack around the screws on one side.
Jun 20, 2015, 9:59 am
#25
Join Date: Jul 2008
Location: K+K
Programs: *G
Posts: 4,866
TBH I can't believe why anyone would want to buy a Topaz when they are checking it, I don't think I've ever seen one which hasn't has the crap beaten out of it, thy don't look to me like the sort of luggage that last a long time, especially for the price. Rimowa make much better cheaper luggage like the Salsa and if you really want the Topaz style the Limbo, both polycarbonate and a lot more robust.
Although im running out of fingers to enumerate the # of locks ive had to replace. And always have a spare luggage for the times when the suitcase halves get banged out of alignment
Jun 27, 2015, 11:20 am
#26
Join Date: Jul 2008
Programs: Club Carlson Gold, AMEX Platinum, EBG
Posts: 397
A polycarbonate Salsa also looks cool, is cheaper and wears better.