It has been nearly four months since I sent my Samsonite backpack for repair under warranty in Singapore. I have not been able to get through their phone. Every call took me to their phone mail box to hear an announcement that the mail box was full. Mulitple calls to the head office of Samsonite Singapore also fell on deaf ears or that the three staff whom I spoke with earlier had already resigned.
Yesterday, I had no choice but to email Samsonite US Head Office and Samsonite Regional Head Office in Hong Kong. I had to also give the Samsonite Singapore Office an ultimatum that I would not hesitate to get a lawyer to handle this S$130 backpack issue or the media to do a story on the bad service I have been experiencing. Someone finally called me last evening to say the voucher was ready for my collection. But to my horror, and to add insult to injury for keeping me in the dark for nearly 4 months, the voucher they issued me was not for the full value of the backpack.
When I bought the backpack, I received a 10% discount using my Amex card and Samsonite is now insisting that should I want a similar backpack worth S$130 as a replacement for the one that had manufacturing defects, I will have to pay them 10% on top of the voucher value. Is this fair?
Furthermore, I noticed the Singapore Samsonite Service Centre was in a mess. I asked the staff what happened. They said they were moving out. I asked where to. They said "Samsonite closing down". I was shocked. I do not think Samsonite is closing down. But the staff looked rather unhappy and were venting their unhappiness through the customers, hoping to sabotage the business. I managed to get to speak with the manager and he was someone who could give his staff hell. He was very arrogant and rude and I could tell that his staff didn't quite like him. It is no wonder so many staff had resigned, the office is in a mess, no one picks up phone calls or clears phone mail messages. I told one of the staff I would do them a favour and complain to Samsonite head office about this terrible manager. He thanked me repeatedly. I hope Samsonite will do something quick before the manager cause more damage to its brand and market share. I have been a loyal Samsonite customer for many years. But I will never touch another Samsonite product from now on.