Samsonite Refused to Repair My American Tourister Suitcase
In 2020, I purchased a yellow, ribbed American Tourister carry-on suitcase from Samsonite for approximately $85. Recently, the zipper was damaged, and I wanted to have it replaced at my own expense. Instead, I discovered that Samsonite does not stand behind its products when customers need support.
I first visited the Samsonite store in Maçka, but the staff showed little interest in helping me. Since I originally purchased the suitcase from the Cevahir Mall location, I went there next. The employees at the Cevahir store were helpful and directed me to the Galataport Samsonite store, which handles repairs. The staff at Galataport professionally accepted my suitcase and sent it in for evaluation. Later, however, I was informed that the zipper could not be replaced.
Even a local luggage repair shop told me the zipper could be replaced, explaining that the only issue was finding an exact matching yellow zipper. What disappointed me most is that Samsonite is still selling this same suitcase model in its current lineup, yet the company claims it cannot replace the original zipper with a genuine part. The Galataport store has taken the suitcase back for another inspection, but the entire experience has left me feeling that Samsonite is not standing behind the products it sells.
I am requesting that Samsonite replace the damaged zipper with an original factory part. If that is not possible, I expect the company to replace my suitcase with a new one of the same model and specifications.
