I Face Samsonite Warranty Refusal and Unfair Compensation Offer

In 2016, I purchased a Samsonite suitcase in the United States, which came with a 10-year international warranty. About 15 days ago, I submitted it for service at the Desa Vadi Istanbul Mall branch (tracking number: 250609) because both the wheels and handle broke. I requested a repair under warranty.

After inspection, I was informed that the suitcase could not be repaired because the model is no longer produced and replacement parts are unavailable. Instead of offering a repair or replacement, Samsonite told me they could only apply a discount equal to the amount I originally paid—about $85 USD, nine years ago—toward a new product. However, a comparable Samsonite suitcase today costs around $350 USD, so the discount offered covers less than 20% of the current market value.

I contacted customer service, but the responses were unsatisfactory, and they refused to provide my complaint in writing. They insisted the $85 could not be refunded as cash but only used as a discount on a new purchase. I find this unacceptable, as my product is still under a valid 10-year international warranty, and this approach leaves me at a significant loss.

My Requests

If repair is impossible, I demand a replacement suitcase of the same model or an equivalent new Samsonite product at no cost.

Alternatively, I request a refund at today’s market value, not the outdated 2016 purchase price.

I reject the offered discount, as it does not align with Samsonite’s warranty promises.

All of my documents, including invoice, warranty papers, and delivery receipt, are available and attached. I expect Samsonite to resolve this complaint in line with the warranty terms and restore my trust in the brand.