Itluggage refuse to honour 10 year guarantee

gobuddygo

I bought 2 new Itluggage suitcases from BagsETC who now don't seem to exist, website not working no post on Twitter for over a year.

Purchase was in August 2017 i purchased on the internet and paid via Paypal.

I have only used one of the cases 3 times on trips to Spain after the last trip the case is split and a leg has broken off.

Itluggage originally didn't answer emails until i posted photos on Facebook they are saying and i quote -

"it would appear from the photographs that this has been caused by mishandling or third party damage which we regret is not covered by our warranty."

Its a hard shell suitcase which should really last for years, the other hard shelled suitcase that we travelled with at the same time doesn't have a scratch on it despite being over 5 years old and been on about 15 holidays.

Its a shame i never noticed the damage at the airport.

Any suggestions as to what i can do next please.

Cant post pics despite being on here 4 years.

Cheers.
Frank.

lincroft1710

Your contract was with the retailer, not the manufacturer. As the retailer appears to be no longer in business, then you are at the mercy of the terms and conditions of the manufacturer's warranty/guarantee. If the manufacturer does not believe the luggage is faulty, it would be up to you to prove otherwise.

The problem is that luggage in airports is renowned for being mistreated by baggage handlers or airport/aircraft baggage handling systems, so any manufacturer will be wary of a warranty/guarantee claim.

bris

A broken leg does sound like physical damage, it didn't break on it's own.


Perhaps a claim at the airport would have been more appropriate on this occasion.

motorguy

bris wrote: »

A broken leg does sound like physical damage, it didn't break on it's own.


Perhaps a claim at the airport would have been more appropriate on this occasion.

+1

Overfilling whats realistically a lightweight case and then dragging it / having it dragged over uneven surfaces is a recipe for damage.

Not only that but and impact could have caused an unnoticed crack that suddenly gets worse at some point in the future through use.

If i were to drive my car up and down footpaths at speed i could hardly claim under warranty for suspension damage.

I use cases regularly for business travel and the trick is to not over pack them, keep the up on all four wheels when possible so as not to put excess strain on two wheels and lift them over kerbs and un-even surfaces.

motorguy

gobuddygo wrote: »

Cant post pics despite being on here 4 years.

Cheers.
Frank.

Its down to number of posts, rather than tenure, and to date you've only posted 4 times in 5 years.

gobuddygo

motorguy wrote: »

+1

Overfilling whats realistically a lightweight case and then dragging it / having it dragged over uneven surfaces is a recipe for damage.

Not only that but and impact could have caused an unnoticed crack that suddenly gets worse at some point in the future through use.

If i were to drive my car up and down footpaths at speed i could hardly claim under warranty for suspension damage.

I use cases regularly for business travel and the trick is to not over pack them, keep the up on all four wheels when possible so as not to put excess strain on two wheels and lift them over kerbs and un-even surfaces.

It's a heavy duty hard shell case weighs a ton before I put anything in it, was bought for that reason only to last, splitting along a seam seams to me damage that was not expected. Not really a great analogy, taxi to airport , check in, taxi to apartment and the same in reverse, I doubt the case has travelled more than 200 metres with me. Oh and the other case same size different maker 5 years still looks like new

gobuddygo

bris wrote: »

A broken leg does sound like physical damage, it didn't break on it's own.


Perhaps a claim at the airport would have been more appropriate on this occasion.

Yes I agree I did mention that I missed the unexpected damage.

motorguy

gobuddygo wrote: »

It's a heavy duty hard shell case weighs a ton before I put anything in it, was bought for that reason only to last, splitting along a seam seams to me damage that was not expected. Not really a great analogy, taxi to airport , check in, taxi to apartment and the same in reverse, I doubt the case has travelled more than 200 metres with me. Oh and the other case same size different maker 5 years still looks like new

Its a shame it happened, but it does sound like damage (probably by baggage handlers - that has caused it rather than a fault.

Our soft shell but aluminium framed case came out of the airport looking like it had been hit by a truck down one side. I should really have found someone to report it to, but was just glad to get out. Will have to bend / hammer it back in to shape at some point.

Jimmithecat

Exactly the same has happened to my IT bag purchased through bags etc.
I am a big fan of IT bags but on this particular cabin suitcase the main zip broke when it had not had much wear and tear or been overstuffed.

I heard back from IT with the following response:

Thank you for your emails and attached information.

We regret that you have had to contact us regarding the problem associated with your luggage.

We are happy to replace your product under the terms of our warranty, but we are unable to offer the exact same design/colour of your suitcase if we no longer have this product in stock.

Please select a replacement from the below website and advise the style, size and colour you wish to receive. We will then check whether the chosen item is available.

I emailed them straight back and since then there has been radio silence from IT. I have emailed 4 times but nothing.
There is no phone number or contact details for IT in the UK.

Sorry to hijack your thread gobuddygo but did you get any response from IT or does anyone else know what I can do next?

gobuddygo

Hi in a word nothing, they won't answer your emails tweets or Facebook messages, have a look at their Twitter feed, also you won't get any help on here as you will have overloaded your case or should have had the sense when in a hurry to check every inch of it from the baggage reclaim, just avoid IT luggage in the future.

Jimmithecat

Success! A replacement bag arrived this morning!
I found their phone number (01992 305900) so gave them a call - they said they had not received any of the emails - I sent the details again - checked they had gone through and that did the trick so I am quite happy.