I just wanted to share my recent experience with a company I'd not dealt with before.
Last August I purchased a nice Samsonite backpack for one of my sons as a gift.
A couple of weeks ago he sent me a text telling me that one of the zippers on his new backpack had broken, and the seam by the shoulder straps was coming apart. What?!? I was disappointed to hear this, especially since I'd thought it was a sturdy bag, and he'd only had the bag for just over a year.
Fortunately I'd kept the receipt as well as the tags with the warranty information. "Limited 3 Year Global Warranty", reads the tag.
So, I contacted Samsonite and explained the problem. The customer service representative explained the warranty information details, then proceeded to create a "repair ticket", which he sent to me via email. I then took the backpack, along with the repair ticket, to a nearby Samsonite authorized dealer, and was told that the bag would either be repaired or replaced.
The gentleman at the shop gave me a claim ticket and told me to call back if I'd not heard from Samsonite within 3 weeks time.
The next day, I received an email from Samsonite, confirming that the backpack had been received by the repair center.
A couple of days later, I received another email letting me know that the backpack was not repairable and was covered under their warranty. The email also explained that the product would be replaced with a comparable product within 5-7 days.
So... Today, I received this new replacement backpack! This backpack appears to be much sturdier than the original one.
I like companies that stand behind their products! Don't you?
I'd love to hear about your experiences dealing with other companies who stand behind their products!
Happy travels! ; )
Priscilla