Recently, my Rimowa Topas handle broke while exiting a plane which was rather awkward (bag fell down while being pulled, I held the handle in my Hand)

So I checked Rimowa's website for the nearest shop to get it repaired and found the closest were themselves (Rimowa in Cologne) being about 35 miles away from where I live.

When I took the time to go there on Friday evening I was a little disappointed to find it in a business area (just office buildings) as I would have enjoyed checking out their new flagship store. That disappointment didn't last though, considering it was very accessible (just off the A1 / A57) and much more convenient than the city center would have been with regards to driving there.

It was very interesting to see the facility (opposite to a Rimowa Building that looks like a Topas!) and the beautiful bags that found their way to the workshop.

I expected to drop off my case and collect it the following week, considering they offer a "repair within 24 hours" Service globally in select Hotels.

That expectation however wasn't met: I was greeted immediately and asked for the issues:
- The broken handle (obviously)
- The right lock was hard to operate.

The gentleman then asked me "Do you have 10 minutes?"
"Of course" I replied, expecting him having to do something before he could "check in" my case... He offered to help myself to a coffee and have a seat, so I helped myself to a Nespresso (what else? ) had a look at the used Rimowa Bolero standing in the corner and the complimentary Poster and Pictures of it: Apparently an actual case of the German National (Football) Team.

Just took a Rimowa catalog and the first sip of my coffee when the employee already returned with a smile on his face and my bag in his hands. Asking for 10 minutes was exaggerated. I didn't use my stopwatch but I am reasonably sure it was less than 5 minutes until my bag was good as new again!

I thanked him, left a little something in the (tiny Topas) Kaffekasse and finished my coffee as he invited me to. I was genuinely stunned about this level of service. On premium products like those I'd like to say "One can expect it for its price tag", but actually that's not true. I think everyone has stories about bad customer service, regardless of how much you spend. This was just fantastic and increased my confidence that Rimowa is really worth it and stands by their promises - I will certainly buy further Rimowa luggage!