Suitcase Wrecked After Just One Use!

[Smowball]

Morning guys. 3 weeks ago I bought 2 expensive suitcases just a few days before we flew to Cuba. They were those new lightweight "durable" ones that you can literally lift with one finger. Bought from a proper luggage shop which I have purchased things from before. They cost £179.99 for the pair and came with a 5 year Guarantee. Went on holiday and when we arrived back at Gatwick on Wednesday and took the cases off the luggage carousel we could see that one of them was already broken. The moulded rigid black handle had been dislodged on one side and the suitcase fabric had come away from underneath and was ripped and hanging off. There was a rip/hole in one of the sides and on the back there was also a tear. basically they look trashed. I rang the store when I got home and explained the situation and they 'ummmed and 'ahhed' and said that the guarantee only covers manufacturers faults and not wear and tear. I said that the handle dislodging must be a fault and that argued saying that it sounded as though it had been thrown about and therefore not a fault. Well of course it had - its a bloody suitcase - they are flung off and on planes!! so after a heated discussion that have told me to bring the suitcase into the store tomorrow to look at but they aren't promising anything. So how do I best approach this as I know I have a short fuse with things like this? They are surely meant to withstand being thrown about and not fall apart after one use aren't they?

[Zacs-Master]

Are they Tripp by any chance?

[TonyV]

Did you report damage to anyone at airport?

[woofgang]

Here you go, the trading standards acts.
http://www.tradingstandards.gov.uk/advice/problemswithgoods-sum9.cfm

the thing you want to quote about is "fitness for purpose"

[pixie373]

Have you read through the small print of the guarantee? I would do that first so they can't fob you off when you go in. Either way, yes, a case at that price should be able to be used more than once. Take your receipts to show when you bought it. Good luck xx

[Brinjal]

You should have reported the damage at the airport they would have given you a claim form. The manufacuturer will not be responsible for that type of damage. I find that the nicer the luggage the worse the baggage handlers treat them.

[Smowball]

No they are FANTANA. Didn't report at airport as I had been ill on the holiday and was still poorly so my husband was just trying to get me out of the airport and into a taxi home.

[excelsior-1]

hello smowball

'wear & tear' by definition, has to mean dozens of trips away being thrown about by baggage handlers - before any damage occurs

if it is broken after only one trip, it can only be a defect to begin with, and the shop must help you with replacement or refund

[Brinjal]

If you have the baggage tickets you could still try and claim from the airline.

[Zacs-Master]

I can't seem to find a website for them.

[Smowball]

Ok, so I still have the flight baggage labels on the case. Who shall I try 1st, the airport or the store?x

[ChillDoubt]

If you get a refund my advice would be:

1. Don't buy any case with a zip

2. Buy a Samsonite

[horseshoes]

Telephone your Trading Standards office and they will give you a case reference number; useful for any further correspondence needed, and tell the store you've already sought advice. Also, as already stated here, quote that they are NOT FIT FOR PURPOSE; the purpose of suitcases being to withstand the rigours of travel. Personally I think they'll refund you. Good luck.

[Smowball]

Puchase label says FANTANA - Travel in Style. Good quality luggage that delivers style and reliability. Ahem........

[theshedman]

I had a Samsonite a while ago and BA still managed to break that one. Nothing is unbreakable but I agree they should last a while before they come to pieces. Should really have reported it to the airport but as you were ill at the time try contacting them before you go into the store just to see what they say.

[237SJ]

I know you didn`t feel well but you should have reported it to the airline and then they could see the damage for themselves. If you get no joy there, have a look at your travel insurance policy - it might be covered although your excess (if you have it) might be more than the value of the case.

[furrypusscat]

You should be entitled to full refund from the store. It is expected under any guarantee that the article must be fit for purpose and last a reasonable amount of time. One such use for one holiday at that price is not a reasonable amount of time. Don't let the shop fob you off or tell you that you have to claim from the manufacturer. They are responsible. Go armed with your receipt however don't let them keep it and a print out information from woofgang's posting below re Trading Standards. It is down to them to prove it wasn't faulty.
Still report to airport re possible claim. If all else fails claim on your insurance assuming you had cover, but really your 1st contact should be through the store. Good luck.

[factor-fiction]

I think your case (sorry, no pun intended) would be stronger if there had been only one piece of damage such as a handle coming off or one piece becoming unstitched, but the fact that it has so many scuffs and cuts suggests the real problem lies with the way it was handled at the airport- I think the shop may say they must have been mishandled in such a way that any case would have been badly damaged in the circumstances.
Good luck- if you are polite but persistent they may give the refund

[TonyV]

Airport / carrier or their staff caused damage too your cases so it them that you need to get in touch with - take some pics - defo not your suitcase suppliers fault

[Smowball]

Thankyou for all of your swift answers - most helpful indeed xx

[Brinjal]

As Tony says def. take photos and if you have your receipts for the purchase of them as well and the sooner you do it the better. Get on to the carrier ASAP. The carriers are definitely responsible.