Originally Posted by FlyPointyEnd

A few years ago my suitcase was cracked during a flight and had to be replaced by CX, I got paid in cash (80% of the HK price, at that time Manila was cheaper...hence I basically got my new bag for free)

Anyway, I flew back from SYD to CRK last month and when I reached home I noticed that the retractable handle was damaged during the flight. The plastic had a huge dent, which caused the plunger to get stuck so it doesn't lock anymore. I reached out to the KA/CX office in MNL and they gave me a form and I got a call from an outsourced agent that he will pick up my bag for repair. After picking up my bag, I got a follow up text from the agent asking if I kept my Warranty card and if it is still covered by the 5 year Warranty. I thought that was weird, since regardless if it is within warranty or not, they should handle the repairs. But I said yes and that I will send him a photo of the card later that evening. That was a few weeks ago.

Yesterday I got a message from him that Rimowa in Manila cannot repair the bag anymore. (which was weird, because I assumed its one of those that they could just pull out and replace with a spare) As I was saying, he was just informing me that Rimowa Manila, has already inquired with "Germany" if they could replace the bag.

What if Rimowa refuses to repair? Will CX/KA still have to replace it?