If the lock on your Rimowa suitcase all of suddenly won't unlock, don't worry you are not going mad, and it's very unlikely you have accidentally reset the lock.

The problem?
A batch of the locks on the Salsa range were faulty - Rimowa just didn't tell anyone. I bought my Salsa Air in New York, and within 12-mths it started causing problems, it would sometimes unlock other times not. Strangely, when it randomly locked and was put away and left for a while, it could later be opened. This is what led me to realise the problem was a design flaw. Upon my most recent return to Australia from Europe the lock remained jammed shut permanently.

If you Google search this topic you will find there are loads of people who have had problems with their Rimowa suitcase locks randomly becoming stuck.

The solution!
If your Rimowa suitcase is made from plastic (polycarbonate), not aluminium, then you don't need to don't freak out. Here's what you can do. If the zippers tags connecting to the lock are plastic, simply cut the plastic zipper tags with a pair of sharp scissors. If the tags are metal, remove them with a pair of pliers. Then pull open the zip with your fingers. Remove your clothes and items. (Actually, if you look closely at the zipper tags on some of the Rimowa suitcases such as the Salsa range, you will see their little metal bases have a low profile gap, that can be widened with a small amount of force allowing the tags to be removed, so the lock actually isn't that secure - sorry to disappoint you after spending so much money on a suitcase!)

If you have a Rimowa suitcase made of aluminium, the locking system is far more secure, and you will not be able remove the zipper tags with scissors or pliers and you will need to contact a local authorized Rimowa dealer to get the suitcase opened.

Once you have remove the tags and removed your personal items, find a local Rimowa dealer (listed at rimowa.com) in your area to replace the tags - which they will do for free and in 5 minutes. They always have loads of spare Rimowa zipper tags on hand. If you are able to leave your suitcase there, they will usually be able to replace the lock for you free of charge within an hour or so. If the repairer tells you it will take 2-3 days, and you can't wait that long, find another authorised dealer.

Note - when calling the Rimowa dealer, ask them if they do the lock repairs in their shop or if they have to send the suitcase to an authorized repairer. If they do not do the repairs in their shop, find out where they send the suitcases to for repair and go directly to that repairer - it will just save you a lot of waiting time. Also make sure the repairer has stock of the tags and a replacement lock for your model suitcase.

I found a local Rimowa dealer who had stock of the tags and lock I needed (Hides Leather in Balmain, Australia). They were able to replace the lock and tags within 15 minutes, proving the actual lock replacement procedure is very quick.

The Rimowa support dealer network is brilliant - so don't freak out! Remove the tags and the rest is easy to fix.

EDIT: Please note, the only suitcases in the Rimowa range that are even close to being "secure" are the aluminium products, such as the Pilot and Topas. However with these products, it means you cannot easily remove the tags to open your suitcase if the lock becomes stuck. In this case you will need to contact a local repairer which you can find at www.rimowa.com.

Hope this helps!

Simon