Dear Samsonite Customer Services, I am Sinan, I have been using the Samsonite brand for a long time. I contacted your store because of a problem I was experiencing with a Samsonite backpack, which was given to me by my wife and which I used with great pleasure. On 28.12.2023, I left my bag at Ankamall store for repair due to a problem with the zipper. Store employees stated that the warranty may have expired and a paid repair may be required. However, I stated that I loved my bag very much and that the fee was not a problem, and requested a repair. In the document I submitted, it is written that I accept the paid repair. Yesterday, on 24.01.2024, I received a call from the store and was informed that my bag could not be repaired and that it would be returned. On my delivery label, it is written that I accept paid repair. This is extremely sad as the brand let me down on a minor issue and left my bag unusable. However, the negative experience I had in the store is also a disappointment. As a result of a negative incident while delivering my bag, the store employees tore off the tag on my bag and gave it to me. Ankamall store employees delivered my bag to me and there was a tag on it. I said that I wanted to take a photo of my bag and the tag on it and report my complaint. They suddenly acted on me and told me that I could not take a photo of the tag by tearing the tag. They literally caused a small fight, tore off the label on me and the bag they gave me, and took half of it. I asked them what do you want to hide like this? This is my bag, why are you jumping on me and tearing something from the bag? I did not understand what kind of customer relationship management this experience was. This negative experience is incomprehensible and unacceptable in terms of customer relationship management. These negativities have damaged my trust in the Samsonite brand. I request that you take the necessary precautions regarding this negative experience I had and that the problem with my bag is corrected. I would also like to request that the necessary investigation be carried out regarding the bad experience I had in the store. I expect you to get back to me as soon as possible to resolve this situation. Kind regards, sinan
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