Open letter to the CEO of Samsonite

Saturday, November 9, 2013

Attention: Mr Tim Parker
Chief Executive Officer
Samsonite International SA

Dear Sir,

As more people travel, and people travel more, Samsonite is benefitting from a well earned reputation for quality backed by an industry leading warranty. It’s that reputation that’s made me a regular customer.

My experience of the Samsonite warranty has always been positive, until yesterday.

PB096504 The shell and zip of a 55cm Pixel Cube carryon purchased in January this year had begun to separate. The dealer to whom I’d delivered the warranty claim said that the case was irreparable and that because the Pixel Cube has been discontinued cannot be replaced, so I would have to select another product.

The only product coming close to the specifications of the Pixel Cube in store is the Cosmolite Spinner 55cm, which at ₹18,100 is significantly more than the ₹7,630 that I’d originally paid. My request for a discount was refused.

My request for a Samsonite Cruisair Bold 21″ Spinner which I have found online for $206.99 (₹12,989.80) was also refused because it’s “not available in India”. So I bought the Cruisair Bold online, paying $165.59 (₹10,391.70).

So much for the warranty.

Samsonite’s Asia strategy is opportune, but the expected success will be diminished if the Samsonite warranty becomes little more that a bait and switch ploy.

I hope not.

Roy R Dalle Vedove

More at: Samsonite CEO On Business Strategy For Asia Samsonite CEO Parker on Results, Outlook Samsonite CEO sees China as next top market

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1 thought on “Open letter to the CEO of Samsonite

  1. To be fair to Samsonite, within an hour of the posting of this letter, they had contacted me saying that they would sort it out to my satisfaction.

    They’ve kept their word.

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