SAMSONITE does not guarantee their products

To whom it may concern

I have been an avid Samsonite luggage supporter for as far back as I remember and have traveled wide and far with this bag with peace of mind and my luggage ALWAYS in check. After more than 15 years usage of my hard shell bag she was due for some replacing - not for anything as she could still go but appearance wise she wasn't looking too swell. Now here comes in the catastrophe. I bought the Samsonite F'Lite Basic 74cm Promo at Luggage Warehouse on 29 May 2014. After undertaking travel abroad in 2016 the main lock broke off the bag before undertaking a trip back from Malta Italy. Needless to say i was stressed out and bought a belt which a placed around the bag to secure it. My first call was to take the bag back to the warehouse. They then consulted with their "rep" after much a do and my bag was sent in where the lock was replaced. Since then I have not used the bag until three weeks ago went abroad to China and Europe. And upon reaching home after my travel to my dismay the same lock was broken when I received my bag on the belt this past Sunday. But the side locks were in place. When I took my bag back into Luggage Warehouse a very arrogant assistance insisted that the lock had been "tampered" with and therefore they would not replace it despite it being under warrantee. Needless to say I was furious as this had NOT been the first time that there was a problem with the lock of the bag and after bringing back the bag twice with the same problem I was looking for much more assistance than the "we can't help you" type of attitude and you need to pay for a lock. I made the argument that if the airline for one or other reason wanted to get into that bag they would not have only "tampered" with it but would have not only broken it but the side locks too that remained untouched. Bradley Barties was very adamant that it was tampered with and he would not replace it without a cost. I insisted he speak to the manager or in this case assessor who he then called and I overheard him inciting at the highest level. So the "assessor" or Rep Derek Shirley made a decision based on Bradley's haphazzard interpretation of the situation to support him and not replace the lock at no extra fees. I was stunned, angry and appalled at this level of service and non-guarantee of what I thought was a GOOD product, SAMSONITE!! Bradley and some colleague of his then went to scurry out some old lock at the back quickly fitted it on the bag and I had to ask what was happening. They replaced the lock and set the new code - it was a ***** two minute fix to get me to shut up and get me out of there!! I was not happy with this treatment at all!! Samsonite do you really expect me to pack this bag and leave with confidence and peace of mind traveling with it under this condition?? It is the second time the lock broke!! For goodness sake clearly there is a problem!! Not even a rocket scientist needs to know that!! Why was the bag NOT replaced is my question!! I am still within my 5 year guarantee!! A fault with the same lock or types of locks twice clearly indicates that the lock is not made of a good quality!! My previous Samsonite was so durable and strong it never

broke and the only reason I changed it like I said was for appearance purposes!! Has SAMSONITE quality standards dropped!! SAMSONITE sadly disappoints as it is clearly not on international level with guaranteeing their products!! And has the worse front line staff making up all sorts of excuses NOT to guarantee the bags that we pay exorbitant amounts for protection of our possessions when traveling!!

From a dismally disappointed SAMSONITE client!!