A refreshing change

stocktake · 9th October 2018, 15:37

Quite a few years ago we invested in a pair of 4 wheel hard case Samsonite lock and roll tourister cases. They have served us well. On our last journey the helpful baggage handlers managed to damage the underside lock and we didn't notice until we got home. Emailed the airline but apparently you have to report things like this at the airport before you leave.
The cases were not cheap so I contacted Samsonite to enquire about the availability and cost of spare parts.
They replied asking for the serial number of the case so they could confirm the model and that parts are available!! I didn't know it had one but they told me where to find the 9 digit number on the case, I duly found the number and sent it off to them.
The next email said my order had been processed and would be with me in 10 to 14 days free of charge as is their policy.

I thought service like this was just about extinct.
Hats off to Samsonite

macafee2 · 9th October 2018, 15:49

there are some companies that still offer fantastic service and it is quite refreshing.
Why cant more companies be like it?

I contacted Berghaus a couple of days ago about a buckle and a tassel for 2 rucksacks, same as you, popping in the post for free.

really makes you feel good and perhaps stay loyal to the brand

macafee2

9th October 2018, 15:37	#1
stocktake Vis Whiz Rover 75 2.5 auto Saloon Join Date: Jun 2007 Location: LEEDS Posts: 20,587 Thanks: 2,057 Thanked 3,056 Times in 1,621 Posts	A refreshing change Quite a few years ago we invested in a pair of 4 wheel hard case Samsonite lock and roll tourister cases. They have served us well. On our last journey the helpful baggage handlers managed to damage the underside lock and we didn't notice until we got home. Emailed the airline but apparently you have to report things like this at the airport before you leave. The cases were not cheap so I contacted Samsonite to enquire about the availability and cost of spare parts. They replied asking for the serial number of the case so they could confirm the model and that parts are available!! I didn't know it had one but they told me where to find the 9 digit number on the case, I duly found the number and sent it off to them. The next email said my order had been processed and would be with me in 10 to 14 days free of charge as is their policy. I thought service like this was just about extinct. Hats off to Samsonite __________________ Dave... Lost a few stones and a Gall Bladder and part of a bile duct and all of my dignity in the suppository incident

9th October 2018, 15:49	#2
macafee2 This is my second home Rover 75 Saloon & Tourer Join Date: Sep 2012 Location: Lincoln Posts: 14,926 Thanks: 1,630 Thanked 3,032 Times in 2,181 Posts	there are some companies that still offer fantastic service and it is quite refreshing. Why cant more companies be like it? I contacted Berghaus a couple of days ago about a buckle and a tassel for 2 rucksacks, same as you, popping in the post for free. really makes you feel good and perhaps stay loyal to the brand macafee2