Samsonite Pradiver Backpack Decay

Dear Samsonite Customer Service, I would like to share with you a serious disappointment I have experienced with a product I purchased from Samsonite a brand that has been a symbol of quality and trust in my family for generations. Before 2019, I purchased a Paradiver model backpack, which I was very fond of. Due to the COVID-19 pandemic and the fact that my previous backpack was still in good condition, I did not begin using the new one immediately. I stored it in its original packaging, in a protected environment along with my spouse’s other high-end bags. Unfortunately, after a personal injury that further delayed its use, I only had the chance to start using the bag this summer. To my dismay, I discovered that the synthetic leather exterior had started to deteriorate significantly. The black flakes that came off the surface stained my white t-shirt, leaving it damaged. It deeply saddened me that a brand I discovered through my father—whose Samsonite bags remain in perfect condition after years of use—would produce a nearly unused product that deteriorated while in storage. When I contacted the Samsonite representative in Turkey, I was told that the issue was due to non-use, and the bag was deemed unrepairable. However, the product had been stored properly and was never exposed to harsh conditions. As a loyal customer, this situation has seriously damaged my confidence in the Samsonite brand. I expected a more solution-oriented approach for a product purchased with trust and at a premium price. I am reaching out to you in the hope that, in line with Samsonite’s global commitment to quality, this issue can be fairly reviewed and resolved—ideally through a product replacement or an equivalent remedy. Thank you for your attention to this matter.