Poor service

I bought a cellini intrepid 64cm spinner from Drakes Luggage in Atterbury Value Mart on 12/06/2017. I have had numerous happy travels with the suitcase ever since then and never experienced any trouble with the TSA lock on it. That was until recently. While on holiday, the lock just didnt want to open. I tried everything. It wasnt the wrong code, because I have had the same code since I bought it. I know it was probably not the ideal way to solve the problem, but since I was on holiday with no alternative, I had to cut open the bag to get to my personal belongings.

I took the suitcase to the dealer i bought it from (as per Nelisiwe Msibi). They told me they will send it in. On Friday I got a call from them, telling me the suitcase is broken and can not be fixed. So i can come collect it.

I am very unhappy with the service i am recieving from Cellini. When i bought the suitcase, i specifically bought it (despite being quite expensive) because it is known to be a quality brand. I did however not anticipate that this will be the level of service i would recieve. Cellini didnt even have the decency to let me know what the problem was and why it would not fall under the warranty.

I have contacted nelisiwe again on 23 January - she requested the repair number to follow up on the matter. But i have not heard anything back from her and she is not replying to my emails.