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Thread: How`s this for customer service?

  1. #1
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    Just after our DCL cruise a few weeks ago I noticed that the baggage handlers had broken of the wheels on my Samsonite case. [As some of you know, we had to cut our vacation short and we were in one heck of a rush hence we didn`t report the damage at Port Canaveral....not even sure if there is such a thing at the port anyhow!]

    Over the years I have become "attached" to my case as it has been with me on many business trips Worldwide....in fact it has done more miles than me as it has been re-routed to other countries on occasion while I was in transit!

    Last week I sent an email to Samsonite to ask how I could get a replacement wheel. Later that day I received a reply telling me to take a note of the coded number inside the case and giving me the contact information in Belgium, so I fired off an email to their spares dept. as instructed.
    The following day I had a reply asking me for my full address as they would be sending me a replacement within a week...free of charge.

    Today, not one, but two wheels arrived c/w their fixing brackets and even the screws to fit them to the case.

    Not bad service eh? Full marks to Samsonite...if only all companies were as gracious.





  2. #2
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    It's that kind of service that makes me seriously consider the brand when I'm in the market for a new case. Fantastic for you Terry! :thumbs-up:





  3. #3
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    Wow that's really good! top marks Samsonite!

    I stopped using our Samsonite hard cases when they brought in this TSA check stuff because I couldn't find a good way to lock them but yet allow them easy access. What do you do with yours??
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  4. #4
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    Quote Originally Posted by Keith, post: 159331
    I stopped using our Samsonite hard cases when they brought in this TSA check stuff because I couldn't find a good way to lock them but yet allow them easy access. What do you do with yours??
    Basically all I do Keith is to leave them unlocked [in anticipation that the hinged fixings on the sides of the case will prevent the lid from bursting open], and then use a luggage strap. The straps we use have a lock [of sorts] which only use a plastic key to operate and I`m sure that the authorities would have a similar key rather than cutting through the strap as they are fairly common.





  5. #5
    Administrator keith's Avatar
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    Thanks Terry!

    I weighed the cheap cases we replaced the samsonites with and was surprised to find that weighed MORE than the hard cases and of course offer a lot less protection :/ so I'd really like to swap back if I can
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  6. #6
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    Quote Originally Posted by Keith, post: 159338
    I weighed the cheap cases we replaced the samsonites with and was surprised to find that weighed MORE than the hard cases and of course offer a lot less protection :/ so I'd really like to swap back if I can
    I remember seeing a tv programme a while ago where they were putting various types of suitcase through a "drop" test, and the hard rigid cases [Samsonite, Delsey etc.] came out on top for durability.





  7. #7
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    Good to know that Good news travels just as well as bad.

  8. #8
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    Quote Originally Posted by Slowhand, post: 159343
    I remember seeing a tv programme a while ago where they were putting various types of suitcase through a "drop" test, and the hard rigid cases [Samsonite, Delsey etc.] came out on top for durability.
    me too

    We've had several "soft" cases ripped on the conveyers. The samsonites used to come back with scratches and gouges which I can imagine would have caused a real rip in the softer ones.

    I think the way to go is as you suggest, unlocked but with a TSA approved luggage belt round them
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  9. #9
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    My dad has a hard samsonite case, and I have a soft case that I got from woolies. Believe it or not, my soft case lasted longer than his samsonite one!! It is still going strong, and isn't from a particularly good brand either.
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  10. #10
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    I'm using a Tumi case right now. I purchased it about a year ago (when I took this position) as I knew I'd be traveling quite a bit. So far so good. It's gouged and worn looking, but it's held up.

    It's an American company, and the salesman did a good pitch. We'll see if it lasts as long as he claimed it would.

    I've been looking at hard sided cases though. I think they do offer much more protection...

    Samsonite has long been a brand with an excellent reputation. Nice to know that they stand behind their products!






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