I Face Stitching Defect on Samsonite Move Backpack Rejected as Customer Fault
About one year ago, I purchased a Samsonite Move Black Backpack from the Desa Izmir Agora store. Around four months ago, the bag developed a defect in the inner stitching, which began to unravel. Since my bag is still under warranty, I contacted the Samsonite store in Istanbul Akmerkez and sent it in for inspection.
To my surprise, Samsonite informed me that the defect was not considered a manufacturing fault but rather a customer usage error. No explanation was given as to what kind of “misuse” could have caused the issue. Furthermore, they provided no repair or replacement option, leaving me with a defective product and no solution.
I chose Samsonite precisely because I trusted the brand’s reputation for durability and quality. Having the warranty claim dismissed without a clear justification is unacceptable and undermines customer confidence. I request that Samsonite stand behind its product and either repair or replace my backpack under warranty. My grievance should be resolved promptly, as customer satisfaction must not be ignored.
