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New wheel assembly for the RS 21 inch rollaboard (made by Kiva)?

Posted by (TN, USA) on

Having already searched the RS Forum, we've determined that the manufacturer who made our Rick Steves' 21" rollaboard (KIVA) no longer makes them. But, on a recent trip, we discovered one of the wheels had lost its outer rubber wheel covering. The bag still rolls, but with a funny clickety noise.

To be fair, this bag has been on every journey we have ever taken...many trips to all 7 continents. We absolutely love the rollaboard, and the rest of it is in almost-new condition. So, we'd like to replace the wheel assembly, if we can find the parts

I know in previous posts about wheels, it was recommended to take wheel-less bags to shoe/luggage repairs shops. My husband is extremely handy and can seriously repair anything. We just need the parts.

Any recommendations on where to find old factory parts or off-market parts that are just about as good as the original Kiva wheel assemblies (or that would work satisfactorily)?

And, if anyone has an old RS 21" rollaboard that died in other ways, but on which the wheel assembly is still good, we'd be interesting in chatting with you.

Thanks.

Posted by
1078 posts

I had a wheel on mine break into pieces-when I called about repair, RS told me it they would replace it for free. Also, had its replacements zipper fail on our trip to Italy and Croatia last August and had to use duc tape to make it home and they replaced that one also. Call customer service and they will take care of you.

Posted by
2114 posts

Mrs. EB,
I had sent Jerry a PM, but I guess now I should just tell the whole Forum.

I did as Jerry suggested, and phoned the RS office and kindly, humbly asked about replacement wheels, explaining what had happened. I was asked to send photos of the wheel (from various angles) and also photos of the rollaboard (which is in otherwise almost new condition and we had hoped would last us another 10+ years, as we are careful with our luggage and almost never check luggage).

We were oh so pleasantly surprised to learn that they are sending us a new one (a different model since they no longer use the KIVA manufacturer), offering a choice of four colors.

So, Rick Steves' is definitely standing behind its brand!!! Thank you, Rick Steves on-line shop team!!!! I sent an email to my friends who travel a lot, raving about this great customer service. Positive word of mouth is priceless :)

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