Disappointed

I purshased a luggage seat about 3yrs ago. Last yr I sent it in to get the handle of my large size checked as it was not sliding up properly. They oiled it & sent it back but the problem still persisted. I sent a query to their service department via email & was responded to about being put in touch with a repair consultant but no one has contacted me in any way. For such expensive bags I am highly disappointed at the quality and service provided. Not to mention the high status of the brand in which I thought I could trust.