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Luggage Warranty

I picked up my luggage from the top handle and the PC shell cracked near the telescopic handle. Very strange as the handle is perfect. Although it was purchased 5 years ago it's hardly been used (10 flights) due to work commitments and almost 3 yr covid lockdown & quarantined travel. It's in excellent condition. I contacted Lojel & they said they would replace the handle. Multiple emails to explain it's the shell. They said to await a reply, then forgot to reply & closed the ticket. After another email, they reopened it.

Finally, after over 1 month and 17 emails, they are refusing to honour their 10-year warranty. They have said the luggage is still functional (it's not as it's s stressed part of the case). They will not repair or replace. As an airline employee for nearly a decade, one knows the luggage weaknesses (wheels, handles, hinges & cheap materials) and the manufacturers with almost worthless warranties. I bought this, as my 1st Lojel is still fine.

My old luggage is also fine, but too heavy (Samsonite [Japan clam hard-case], Tumi, & Delsey)

Posted by
2764 posts

I use Briggs and Riley and Victorinox both of them have stood behind their bags I have had handles replaced on the Victorinox with absolutely no questions or push back

Posted by
3 posts

Lojel is a Japanese company and both my cases were expensive. If I could upload the picture of the crack (and email snippets) most people would be angry with the response

Posted by
2267 posts

I've heard so many stories of luggage warranties being not honored or honored only with cumbersome burdens on the consumer. At this point, a case's warranty holds absolutely zero value to me as a selling feature.

Posted by
27348 posts

The thought of having to package up a suitcase to return it for repair (and, one assumes, pay for postage in at least one direction) makes me disinclined to place any value on a luggage warranty, too. If I were buying $500 suitcases, it would perhaps be different, but $500 suitcases are usually very heavy, so I wouldn't want one even if you gave it to me.

Posted by
3 posts

There's approximately 20 emails. here's a synopsis. I explained that I haven't travelled since 2019 (+ covid restrictions 20-22) and the luggage has been used on 10 flights only.

Jas (LOJEL)
Nov 10, 2022, 23:37 GMT+8
Hi
Thanks for your reply.
Will get back to you.
Please do not hesitate to contact us should you have any further doubts.
Thank you.
Safe Travels,
Jas

LOJEL [email protected]
Nov 20, 2022, 9:31 PM
Hi
We haven't heard back from you on request (#36125), so we are solving this ticket.
If you'd like to provide an update, or require more time to work through our latest comment, simply reply to this email and let us know.
Jas
LOJEL Support
[email protected]
lojel.com

Nov 20, 2022, 11:47 AM
to LOJEL
Good morning.
I haven't received an update yet from you. I was told you would get back to me.
Please advise the next course of action Jas.
Regards

Jas (LOJEL)
Nov 27, 2022, 16:05 GMT+8
Hi
Thanks for your email. And apologies for the late reply.
I have overlooked this email, very sorry for this.
Jas
LOJEL Support
[email protected]

Jas (LOJEL)
Nov 30, 2022, 19:48 GMT+8
Hi
Sorry for the late reply.
The crack is not repairable. What we can do is to offer a discount for the purchase of a new LOJEL, and we could only do this when you are at a location where this can be supported.
Good day.

Dec 3, 2022, 19:04 GMT+8
Dear Jas
It has a 10 year warranty and I've only used it less than 10 times.
When I lifted from the handle, the PC shelll cracked near the handle.Surely that's a manufacturing fault. The handle didn't even break.
One doesn't expect this from $500 luggage. The wheels, handles etc are perfectly fine.
Regards

Jas (LOJEL)
Dec 6, 2022, 18:40 GMT+8
Hi

Good day.
If the crack was caused by manufacturing defect, the crack would have happened long time ago, it won't be happening now when the luggage is already 5 years old. Moreover, the crack does not impact the functionality of the luggage.

Cracks are not covered under warranty, and it is not repairable. Furthermore, its not part of our current collection, therefore a replacement is impossible.

Posted by
2764 posts

Well it's also very apparent that "we don't stand behind our luggage" and "we don't do customer service so get lost"

Thanks for the warning!

Posted by
4528 posts

Sorry I'm going to agree with the general sentiment that luggage is a perishable product, only pay what you have to and don't be surprised when it fails. It's just easier in this world of ours to donate to Goodwill and buy new on sale, which is always. It's just one of the tools of travel.

Even when they agree to honor a warranty, it's so much trouble and expense.

It's also not worth trying to get an airline to step up and fix damage that it's responsible for anymore. When I contacted Delta recently they finally got back to me and said Well, did you show it to someone in baggage claim before you left? Well Delta, if you had posted signs about that policy and I had noticed the damage, I would have. Assuming there was even someone there. But please keep flying us, we love you guys really.

Posted by
530 posts

In my experience, there's only two luggage brands that have stood by and honored their warranty's: Briggs+Riley and Eagle Creek. Osprey is an outdoor brand also it top-notch, whereas Eagle Creeks, just recently got bought and have a history of service. I've heard mixed stories regarding Victorinox, I think it depends on who's in-charge and making financial decisions at the time. Briggs+Riley is so proud of their warranty, they would have big banners at the various industry travel shows like TGA shouting it out.

Posted by
15532 posts

I recently broke a wheel on my Samsonite bag. (It had nothing to do with cobblestones or rough pavement.) I contacted Samsonite and they sent me a new wheel housing free of charge even though the bag was two years old. It took five minutes to replace.

When I was trying an Away bag, the included battery only worked occassionally. I contacted Away and they offered to send me a new battery or I could go to a store for replacement. Since I was traveling, I went to the Away store in London, showed them the email, and they exchanged my battery for a new one.

More and more manufacturers are designing bags so that many parts are easily replaced by the consumer. Wheels, handles, etc. Unfortunately, shells aren't easily replaced