The Consumer Complaints Blog

I purchased a piece of Atlantic luggage for longer duration travels. I selected a hardside case for more resilience to rough handling. The suitcase performed well for the first 3 years and then were not used for a while. When next used, two of the three latches failed. The latch mechanism failed where the pivot hinge connects to the case. By nature, this should be a robust design. Both hinges failed in the same manner and failed so as to be non-repairable. Analysis reveals the manufacturing process was flawed and did not inject the plastic sufficiently for a consistent hinge.

I contacted the manufacturer – TravelPro and was instructed to take the bag to a service depot. I was told that parts were not available but the service depot may be able to restore the bag. It was stated that if they could not repair it, TravelPro would honor the warranty. I dutifully carried the bag to the service depot and we reviewed the conditions. Their observation was same as mine – defect in manufacturing.

Next, I called TravelPro and secured a RMA (return materials authorzation). After query about shipping, I was told that they would call back. To their credit, they did call, but they advised me the warranty was out of date…to much time had elapsed – regardless that this was within the 10-year warranty period. When we discussed the matter further, I was told that TravelPro has adopted a position that “all defects occur or identified in the first uses” and for that reason, “TravelPro never honors manufacturing issues after 7 years”. I was incredulous. When I challenged that position, the Claims Manager hung up on me! So much for ‘customer service’

CAVEAT EMPTOR – let the buyer beware…
TravelPro / Atlantic / Austin House makes warranty statements, but fails to honor them under the guise of ‘wear and tear’. The factory authorized agent inspected and agreed the defect, but the corporate office refuses to honor the warranty.

I find the quality of a company is based on how well they resolve claims. Since TravelPro’s warranty claim manager hung up on me while I was asking a question, I will state the quality of this organization is poor… If you decide to select a TravelPro / Atlantic / Austin House bag, be prepared to be on your own!

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.