I Face Samsonite Respark Spinner Wheel Failure After Only Two Uses

On July 7, 2025, I purchased a Samsonite SKJ3-005 Respark Spinner (Ozone Black) cabin-size suitcase from the Izmir Optimum store. I only used it twice, and on the second trip I noticed that the wheels stopped turning properly. Looking back, I suspect the problem may have existed from the beginning but became obvious during the second use.

This type of luggage is meant for light carry-on use with a maximum capacity of 8 kg, and I never exceeded that limit. A suitcase marketed as durable should not break down after just a month. I even treated it almost like a handbag, so being told this is “user error” damages my trust in the Samsonite brand. Instead of standing behind the product, the company dismissed my issue without real investigation.

I reported the problem on August 7, 2025, at the Izmir Hilltown store, and after almost three weeks (August 29) I was told the damage was “not production-related, but user fault.” I strongly reject this conclusion. I am prepared to provide CCTV footage from my residence and airline records proving that the suitcase was handled properly, within weight limits, and used only as a carry-on. Given that the fault appeared so early, it is highly likely I purchased a defective product from the start.

My Request

I want Samsonite to replace my suitcase under warranty.

I expect Samsonite to acknowledge that a product breaking down in such a short time cannot be blamed on the customer.

I ask for a fair resolution consistent with the brand’s global reputation for quality and durability.

Invoice number: DE12025000***271.
I kindly request a prompt solution to this problem and a replacement of my defective suitcase.