I had a Platinum Elite 25 inch spinner purchased about two years ago, split near one of the wheels, so I filled out their online warranty claim form, as well as sent a separate email showing the issue, along with my receipt and photos.

Didn't hear back at all for about 4-5 days, so I found and emailed the CEO and COO of Travelpro, politely explaining my issues with all the required documentation (receipt and photos). About 2 hours later, I received a response to my original claim that I filed online, mentioning that my warranty claim was approved, and the replacement bag was shipped out the same day. No need to return the damaged bag.

While I'm glad the warranty claim was approved and the bag was replaced, it was annoying to have to jump through hoops to get it done. FWIW, I do like the bag quite a bit, though disappointed that failed after only two years and maybe 5-6 checked bag flights. Also have the carry-on spinner and the backpack in the same Platinum Elite line, and no issues with those at all.