On May 11, 2025, I purchased a Samsonite D’Lite Spinner (Midnight Blue, SKU: 2010049064004 SKG6-305) from the Akmerkez Samsonite store. This suitcase was advertised with a 5-year warranty and I paid ₺14,140.75 at purchase (current price: ₺16,190).
During my very first trip, the suitcase tore at the section where the pull handle rails pass through the fabric. The bag was used under normal conditions, with no heavy load inside. The tear clearly originated from the weak stitching and fabric used around the metal rods, which points to a manufacturing defect rather than user damage.
When I returned the suitcase to the Akmerkez store, staff did not examine it on the spot. They simply told me they would “write to the center,” but the suitcase was not sent for inspection. Later, I was told—without any technical review—that neither repair nor replacement would be accepted. When I asked for a written explanation, I was told that they could not provide one. Since July 12, I have repeatedly contacted Samsonite customer service and the Akmerkez store, but I have not received any proper follow-up.
My Requests
Since the suitcase is still under 5-year warranty and cannot be repaired, I demand either a full refund at the current market value (₺16,190) or a free replacement with the same or an equivalent model.
I reject Samsonite’s refusal to inspect the product, as well as their blanket denial of service without providing any official documentation.
I expect Samsonite to honor its warranty terms, address this as a production fault, and resolve my complaint promptly.
If this matter is not resolved fairly, I will pursue my legal rights. All related documents, including invoice, warranty certificate, and proof of purchase, are in my possession.
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