Top critical review
6 people found this helpful
on September 26, 2012
I just got off the phone with TravelPro support. I bought this bag last October (11 months ago) and it has done me good, despite the fact that one of the wheels never really touched the ground (wound up being a three wheel spinner). It worked well for me until last week. One of the pins (or screws) that keep the retractable handle together came out, thus the hand was hooked on by one of the extensions, not both and I had to put a paper clip through the hole in order to get it to work okay. Even before this, the handle would not go down all the way (the bottom extension would get stuck in an up position).
Anyways, I called support and they want me to ship it to them for them to evaluate the warranty on it. I think it's not good practice for a company to expect the customer to pick up the dime for shipping. I can see if they said, if we agree it's warranty we will reimburse you for the shipping, but their stance is, customer pays for shipping to the repair facility.
I have typically used Dakota (an old Tumi lower line) and Victorinox which all lasted me years and years without issues and when issues did occur, long after warranty ended, they still provided fixes for me free of charge.
I guess TravelPro was the wrong purchase for me.