Saturday, November 9, 2013
Attention: Mr Tim Parker
Chief Executive Officer
Samsonite International SA
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.
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