Top critical review
5 people found this helpful
Looks great but questionable durability
on May 3, 2013
In Sep of 2012 I purchased two Gravtec 24" expandable hardside suitcases direct from Samsonite who at the time offered a better deal than Amazon. We have only made one trip since that time using the suitcases, but one was either the victim of abuse by baggage handlers or simply failed due to poor quality material (we don't know which, but there is no visible damage to the outside of the bag). When we picked up the bags, one of the telescoping handles was jammed and we were unable to use that handle. After unpacking the bag and unzipping the fabric cover, it was evident that one pole of the handle mechanism was bent and crimped thus not allowing the handle to move up or down. That was bad enough, but when I called Samsonite Customer Relations, I was told that I would have to take my bag to a repair center and they would make the determination of whether the bag defect was a manufacturing defect or the result of abuse by the airline baggage handlers (in which case repair would be my responsibility). The closest repair facility that they identified was over 100 miles away from where I live so this was hardly a reasonable alternative. I could have mailed the suitcase to the repair facility but I would have had to cover postage both ways and that could have easily cost $100 round trip. That hardly makes sense for a bag that I paid less than $200 for.
So I am stuck with a non-funtioning bag and few viable options. I doubt very seriously that the repair facility would say that it is a manufacturing defect but the pole providing the support for the handle is thin walled and can be easily bent. I have owned other Samonsite luggage and this is the first time I have experienced a problem of this type, but I think I will stick with Travel Pro from here on. I have been fortunate not to have to go through the Samsonite Customer Service process previously and I will not do it again.