Defective Suitcase Help Please !!

Moominmamma

Hi Guys,

I would really appreciate any guidance anyone can offer with this one!

My husband bought a Tripp suitcase online (not sure offhand whether he paid by credit or debit card)

On the second occasion of using the case one of the wheels fell off! Now this was not an inexpensive piece of luggage, and came with a 5 year guarantee, however when DH emailed and requested a replacement wheel he was informed that this was not possible and he would need to exchange the suitcase at a Tripp store or concession.

The problem we have is that he (and the case!) are currently in Asia and will be until December and he needs to travel a lot on business between now and then.

Tripp customer services have, frankly, been cr*p, but as the case is essentially not fit for purpose do any of you have any advice on how to proceed? He'd be happy with a new wheel, but is our only recourse going to be returning the case in December, which is obviously far from ideal

Thanks for any help!

M

mynameistallulah

If they despatched it to Asia, they should send a replacement there. If they did not, then it is reasonable to expect you to get the case back to the UK.

Have you looked on ebay for a new wheel? You can get them for most of the big brands.

Moominmamma

Hi,

Thanks for such a quick reply.

No, he bought the case in the UK but we are in the process of relocating to South Korea - he's already there.

I can see where you're coming from re it being reasonable to expect him to return it within the UK, but on the other hand I would argue that it's reasonable to be able to expect a £140 suitcase to withstand being used rather more than twice before a wheel falls off!

Please don't think I'm being shirty, I really do appreciate you taking the time to reply, I'm just really peed off with their Customer Services and out for vengeance, lol.

Ebay is a good idea - I'll have a look

mynameistallulah

I do agree with you about it lasting longer, my Samsonite is still in great condition after a few years. If you are happy to settle for a replacement wheel, I would suggest to them that they send you one - I doubt the postage would be a great deal? Perhaps give them the option of a new wheel now, or a whole new case in December?

Moominmamma

A new wheel is all DH really wanted!! Sadly, according to Tripp customer services, it's not an option, which just seems completely ludicrous to me! If their Customer Service skills hadn't been so appalling I wouldn't be so :mad:

Fosterdog

If a wheel has fallen off once there may be a problem with the case itself and by putting on a new wheel that too may fall off, they are instead offering to swap it for a new case to prevent it happening again. They possibly also want it inspected at the shop because there could be an obvious sign of misuse (not you or your hubby but lets face it not all airport staff are careful with luggage and damage has been known to be caused).

I know it's frustrating under the circumstances but they do have the right to inspect it before giving a replacement or spares for a repair.