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Matt's Customer Service Awards 2009
Feb. 5th, 2009 06:53 pmI have a Big Black Suitcase. It's huge, it holds all my snowboarding gear, and I've been using it for years. On the last trip, I managed to manhandle it onto a train more roughly than usual, and didn't notice until I got off at the other end that I'd ripped off one of the plastic bits that hold the tubes for the sliding handle onto the body of the case.
This left the handle wobbly, and a bit of metal tube with a sharp end would keep coming away from the case, that jabbed me in the leg occasionally when I was carrying it.
The case is a Samsonite. It had a three-year guarantee, but it's older than that and I couldn't find the receipt anyway. I emailed Samsonite regardless, just on the off-chance that they might sell me a replacement part, or point me at a local repair centre.
They didn't sell me a spare part. They just sent me two, in the post, for free. So, tonight I put my Big Black Suitcase back into commission, save myself a chunk of cash on a new case, avoid gashing myself in the leg, and post a message on the internet telling people that if they've got a choice of suitcases, they should probably buy Samsonite.
This left the handle wobbly, and a bit of metal tube with a sharp end would keep coming away from the case, that jabbed me in the leg occasionally when I was carrying it.
The case is a Samsonite. It had a three-year guarantee, but it's older than that and I couldn't find the receipt anyway. I emailed Samsonite regardless, just on the off-chance that they might sell me a replacement part, or point me at a local repair centre.
They didn't sell me a spare part. They just sent me two, in the post, for free. So, tonight I put my Big Black Suitcase back into commission, save myself a chunk of cash on a new case, avoid gashing myself in the leg, and post a message on the internet telling people that if they've got a choice of suitcases, they should probably buy Samsonite.
