Samsonite Suitcase Replacement Process Caused More Frustration

On May 5, 2024, I purchased the STACKD-SPINNER 75/28 ROSE suitcase (product code: 2010047419004) from Samsonite. I chose this product specifically because it came with a 5-year warranty and I trusted the Samsonite brand for its commitment to quality—despite there being many more affordable alternatives. Unfortunately, the suitcase’s wheel broke during only the second use. I sent it to Samsonite's service center with repair ticket number A-571674 for inspection. Approximately 25 days later, I was informed that the suitcase could not be repaired and I was offered a replacement with the same product or a full refund. I opted for a replacement, as I had purchased a matching smaller suitcase at the same time. However, I was later told that the exact same model was no longer available, and instead, I could receive an “upgraded version” of the product—but only if I paid the price difference. My complaints are as follows: Samsonite is unable to provide the original product, but still expects me to pay extra for their upgraded model. The new version is marketed with “suspension wheels for a smoother travel experience,” clearly indicating that wheel-related issues were known and addressed in the redesigned product. As a customer, it is not my responsibility to bear the consequences of a design flaw. The brand should take full responsibility and offer a proper resolution. I paid a premium for what I thought was a high-quality product. It broke almost immediately, and the replacement process has only added to my frustration. This experience has severely damaged my trust in the Samsonite brand. My request: If the original product is no longer available, I expect to receive the newer version without any additional cost. I kindly ask for my issue to be resolved promptly.