American Tourister — Warranty Issues

Address:

Bangalore, Karnataka

Hi Sir/Madam I have purchased one American tourister suitcase (AT Excel) on 20th September 2014 from CSD in Bangalore with a 3 year warranty. I have been facing quality issues with the product from March 2015 (within 6 months of purchase) and trying to contact AT customer care from 11th April 2015 (Saturday). Firstly, I searched for the AT service centre on the company’s portal (http://www.samsoniteindia.com/service-center.html) and visited the below mentioned address which is nearest location to me, but the AT people there told that it is only a sale outlet and not a service centre. LAVIE: KIOSK NO 3, GROUND FLOOR, GOPALAN SIGNATURE MALL, NO.6, OLD MADRAS ROAD, NAGAVARA PALYA, C.V.RAMAN NAGAR, BANGALORE, KARANATAKA 560038. [protected] -lavie.[protected]@bagzone.in I tried to contact to the above mentioned telephone number and email address (from the portal only). The telephone number provided was not in service and there was no reply to the email I had sent. I tried to contact the customer care at [protected]@samsonite.com, [protected]@samsonite.com, , [protected]@samsonite.co.in, but didn’t receive any reply from any one. Then, I got to know from a friend of mine, that there is a Samsonite showroom and a service centre at 100 ft road, HAL 2nd stage, Indiranagar. Because o[censored]navailability of time during the weekdays, I contacted the service centre on 18th April 2015 (Saturday). The person at the centre took the suitcase from me and told me that an engineer will contact me after assessing the product whether it is repairable/ replaceable under the warranty. The engineer told me on 21st April 2015 (Tuesday) that the product is neither repairable nor replaceable under the warranty and I should collect it back from him and I collected my suitcase back on 25th April 2015 (Saturday). Now my concerns are: 1- Being a company, AT is ought to say that the product is not covered under the warranty and being a customer I will say that it should be covered under warranty. Now who will decide that in whose court the ball will fall? 2- AT product quality is so much poor that it got damaged within 6 months only, whereas, I am using other company’s products since last 10-15 years without any problem. AT should improve the product quality. 3- AT should update their portal for the correct information about the service centres so that customers can save their valuable time and it would be easy for them to locate the centres. 4- AT should reply the customer’s e-mails to serve better and keep them satisfied. Please help me out. Let me know if you require any other detail. Thanks and Regards CA Neeraj Somani +91 [protected] CA Poonam Sarda +91 [protected]