Broken/ faulty suitcases due to mechanism of lock jarring/not working

LaurenJay

I purchased some suitcases 3 months ago, (the ones that lock/unlock with a code you set) I have just returned from an amazing holiday in New Zealand and on arriving there I found my cabin sized case would not unlock. You could not hear the mechanisms working as I changed the code to that I had set, and so I had to force the case open breaking the handle of the zip. This was only the 2nd time the cases had been used, and in fact the first time I had locked this particular case.

On returning home I contacted the company from which I purchased these cases, and received a reaponse telling me as the case was damaged during use, and was in fact forced open which caused the damage the best they would do would offer me a £10 credit to my account as a good will gesture.

Could anyone help with where I stand with this, as the fault was actually in the lock, and the resulting damage to the lock was necessary to get to my belongings inside the case?

bris

With suitcases being in the baggage hold it's difficult because they are put through a lot of abuse by the baggage handlers, so it's a very difficult thing to say they weren't damaged in transit.


Does your holiday insurance cover it?

marliepanda

Seems tricky as by forcing it open you have destroyed the evidence of the mechanism being faulty no doubt.

wealdroam

LaurenJay wrote: »

I purchased some suitcases 3 months ago, (the ones that lock/unlock with a code you set) I have just returned from an amazing holiday in New Zealand and on arriving there I found my cabin sized case would not unlock. You could not hear the mechanisms working as I changed the code to that I had set, and so I had to force the case open breaking the handle of the zip. This was only the 2nd time the cases had been used, and in fact the first time I had locked this particular case.

On returning home I contacted the company from which I purchased these cases, and received a reaponse telling me as the case was damaged during use, and was in fact forced open which caused the damage the best they would do would offer me a £10 credit to my account as a good will gesture.

Could anyone help with where I stand with this, as the fault was actually in the lock, and the resulting damage to the lock was necessary to get to my belongings inside the case?

During the first six months after purchase any problem can be assumed to have been present at the time of sale and it is for the seller to prove otherwise.

Has the seller inspected the lock before making his judgement?

LaurenJay

The case damaged is the case I used for hand luggage and so was with me at all times.
They haven't looked at it and haven't asked to, I have sent photos but I am sure they haven't even bothered to look at those. I'm sure if they looked they would be able to see it must be due to the mechanisms, because the part of the zip that locks into the lock is stuck in it - I literally just had to force the arm of the zip away.
Ordinarily I wouldn't have forced it open but being the other side of the world for 3 weeks the case contained items I couldn't go without - much of my foreign currency.

Valli

Try sending a letter before action.
Point out that:
The case was your hand luggage and therefore was with you at all times.
It was found to have failed at your arrival destination and therefore you had no option other than to 'break in' to the case.
It failed on its first usage.
It failed within 6 months of the purchase date.
And request a full refund for the case. or you will escalate to Small Claims (google Money Claim Online)

molerat

Are you sure you didn't manage to reset the code. I used to sell locks and the number of "faulty" ones we had returned was unbelievable. Starting at 0000 and working your way up usually "repaired" them.