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Hi All This is my first post as I'm currently having issues with Samsonite and a suitcase I bought. I bought a small cabin bag size suitcase from a genuine Samsonite outlet store in York during the Black Friday sales at the end of November. It cost £41 which I knew was really cheap for Samsonite as I already have a couple of their cases. I used the case for the first time during a trip to London in mid January, during which time the retractable handle broke while waking along a train platform (so much fun!). I took the case back to the Samsonite store where I purchased it, and was told it would have to be sent away for repair as it was more than 6 weeks since I bought it. I've since received a voicemail from the store advising that the case could not be repaired, and to visit them to discuss. I'd really like to know what my rights are before I travel to the store (which is 90mins from where I live, so I need to be prepared), as to what I can get as a replacement. I do not want store credit or my money back, as I know I won't be able to buy a replacement suitcase without putting a lot more money towards it. As far as I can see the suitcase wasn't fit for purpose, and I'd like a replacement at no cost to me, but is this what I'm entitled to? Any help would be much appreciated so I can be prepared to fight my corner. Thanks Claire
Hi, I bought my suitcase from Matalan what I thought was around 11 months ago. I can't seem to find the receipt but was told by your customer services telephone line that it's not needed due to the warranty that is on the suitcase of which is 10 years. It seems that a screw has dropped out of the metal arm that the plastic screws into and therefore has affected the way that the handle comes up and goes back down deeming it a manufacturer fault. The manufacturer informed me to take it back to Matalan and get it exchanged. Hooray! Upon taking it back, they scanned a barcode inside which said it was £30, though I remember paying at least £50 for it. They can only assume that the last price they sold this particular model at (which is now end of line) was £30 in a sale, and nothing says otherwise that I didn't pay £30 for it. The new equivalent models are £45 to buy like for like. I've contacted all of my banks and all of my credit cards, and can't find any proof of purchase anywhere, so I can only assume that I paid cash, which is something I hardly ever do, and I'm trying to think back as to why I would have. Where do I stand legally, as a friend of mine states it was 2012 I bought it, but I honestly thought it was less than a year ago, so shows how much I know about dates and times. I'm not trying to [problem] anyone for more money or anything. I just want a like for like suitcase as part of the worlds lightest range, with 4 wheels and a working handle. Where do I stand? Many thanks.