Desa / Samsonite Poor Quality - Fails To Protect Its Product

Dear Samsonite Representative, I am writing to express my dissatisfaction with a laptop bag I purchased from your store at Istanbul Optimum Mall (DESA). The leather on the handle and edges of the bag has started to wear and deteriorate within the warranty period. I returned the product to the store with the return receipt number 014894 and requested an exchange. However, after approximately one month of processing, I received an SMS informing me that the product was returned to me, citing "user error" as the reason. I was shocked by this response. The store representative was also surprised by this decision. The leather has started to peel off as if it was chewed by a mouse, and I fail to see how this could be considered user error. It is unacceptable that a product I purchased, trusting in its quality and paying a significant amount of money, has such issues. This situation has severely shaken my trust and loyalty towards the Samsonite brand. I request that this issue be resolved by re-evaluating the product and considering it for an exchange under the warranty. Other brands, even those with less expensive products, stand behind their items and provide immediate exchanges or refunds when similar issues arise. I expect Samsonite to show the same level of customer care and satisfaction. Please address this issue promptly and ensure that the product is either exchanged or the issue is resolved in an acceptable manner. I expect your company to uphold its reputation and provide the quality service and products it promises to its customers. I look forward to your prompt response and resolution of this matter. Sincerely,