My spinner hard case arrived sunken, but I knew I could pull it back out. The problem was the wheels had been damaged so the case no longer pushes and pulls in a straight line. I told the Southwest Airlines baggage agent not to worry about the shape of the case, but she persisted to pull it out to show me the case was fine, even though I explained and demonstrated the spinner no longer rolled in a straight line. She filled out a form for me to pursue the matter via phone, insisting there was nothing wrong with my case. She documented the case with a photo after she pulled out the case in which one side had folded into the other side, so it looks almost new in photos.

Luggage wears out. I realize this and have always bought new cases after wear and tear from airlines.

However, I believe Southwest baggage did something drastic with this case, possibly dropped it. The case was in great shape and rolled fine before.