[Resolved]  Samsonite — Perfidy..mockery of warranty and Dishonest service

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Kerala

I am Christo Rajan, a researcher at Regional Cancer Centre, medical College, Thiruvananthapuram. My brother had purchased a Samsonite Unity laptop backpack(black) worth INR.3200/- from BagZone Lifestyles Pvt.Ltd, LBS Marg, Ghatkopar(W), Mumbai on 24th of December 2008. The water-proof rain coat as they call it was a big failure as it was 100% water permissive and tore off at the base. I sent it back to Mumbai and got it stitched back and was told that I would'nt get a replacement on the same. Then I noticed that the inner bottom side of the backpack greasing against the body gradually started tearing apart and so did the handle. Added to this the faulty raincoat attached to the backpack was giving me serious problems as I belong to a state blessed with heavy monsoon. So on the 7th of August 2012, I submitted the bag to get it repaired at the Samsonite sale and service centre (Samsonite Travel World, Pazhavangadi, Thiruvananthapuram-23) and was asked to expect a call back shortly. Hence-on the real attitude of this company and its sales and service person came evident to me. Each time I call up, they make some or the other lame excuse, the bag as they say was taken to Cochin from Thiruvananthapuram, inspected, case sent to Mumbai with photographs of the same, reviewed.etc.etc.etc....Finally after being kept in the dark for three weeks, absolutely no response, I call up over and over again to finally hear from them that the Instructions from Bombay was to return the Backpack to me in the same condition as I had handed it. Well it took them three weeks to decide and I on the contrary had to call them to find out the same. The claim they say is not valid as it was not a stitching defect but wear and tear...then why on earth do these guys give a three year WARRANTY...????..wear and tear took its toll on the bag coz the material used was sub-standard..They say that the innerside of the backpack hugging to the body had frictioned against the body to cause wear and tear...i.e they themselves say that their backpack is not usable as a backpack..so no wear and tear...I'm surprised, given the companys repute and brand value as to how these guys come-up with such horrible explanations. Unfortunately I do not have photographs of the defect to present here but with what i mentioned above things might be quite clear i presume. What should I do..???..Now-on Its no more Samsonite....!!!