U.S. Polo Assn. Complaint Regarding Warranty-Covered Product
Dear Sir/Madam, I purchased a navy blue suitcase (Product Code: PIVLZ221269) from the USPA store on 26.02.2022. At the time of purchase, I was informed that a 5-year warranty covered the product. However, following my recent trip to Paris, the suitcase arrived with two broken wheels and a detached handle. While I was informed at the airport that I could receive a replacement suitcase, I relied on the warranty and chose to have the suitcase sent for repair through the USPA branch at Sayapark Mall. On 17.01.2025, I got a written response from your company saying that the damages are not covered under warranty because they are deemed to be caused by user error. However, I would like to emphasize that a warranty guarantees the product against defects in manufacturing or durability for the specified period. Issues such as broken wheels and a detached handle indicate the product is no longer functional and should not be attributed solely to user misuse. I would like to ask that this product be repaired or replaced under the terms of the warranty. I look forward to hearing back from you promptly. Otherwise, I will have no choice but to escalate this matter by filing a complaint with the Consumer Arbitration Committee.
On 21/01/2015, a call was made by USPA. First, they said they wanted to get information about my grievance, and I repeated the same things. The lady on the phone asked from whom I 'learned' that the warranty period was 5 years. Although the current warranty period for suitcases is two years, when I purchased the suitcase in 2022, the warranty period was 5 years. In short, I was told that a review would be conducted with the units about whether there would be another inspection, and I would be contacted back. I am waiting.
