- Report: #1415568
Complaint Review: Delsey - Hanover Maryland
Reported By:
Disappointed -
Raleigh, North Carolina, United States
Submitted:
Updated:
-
Author Confirmed
Why?
Delsey
6090 Dorsey Road Suite C Hanover, 21076 Maryland, United States
Phone:
1-800-558-3344
Web:
www.delsey.com
Categories:
Business Rating:
(0)
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Delsey Delsey fails to honor their luggage warranty Hanover Maryland
I recently purchased a DElsey 29" spinner suitacase.
After a few uses, one of the zippers falied. After a few more uses a second zipper broke. Then one of the spinner sheels stopped spinning and finally a 3rd zipper failed. I had taken the suitcase on approx. 10 trips by this time and it was still in excellent condition apart from the parts which had broken/failed.
At this point, since the suitcase came with a 10 year warranty, I contacted the retailer (Macy's) who directed me to Delsey's repair center (in Raleigh, NC). Unfortunately, this repair center has ceased trading - so I conacted Delsey's customer service who told me that thre are no repair centers in North Carolina and I must therefore ship the suitcase, at my own expense, to their repair center in Charleston, SC and that, once they receive it, they will determine if the damage is covered under their warranty.
I consider it unacceptable that Delsey no longer have a repair center in North Carolina and that they place this impediment on their customers which restricts their ability to exercise the terms of their warranty. In effect their warranty is worthless as most people are not going top incur the hassle and the cost of shipping a suitcase to another state for repair.
I have expressed my disatisfaction to Macy's and suggested that they either remove the 10 warranty labels from Delsey products - or stop selling them in cities where no repair service exists. I suspect that there are many Delsey customers who are, like me, frustrated by their ripoff warranty policy.
3 Updates & Rebuttals
coast
United StatesIt's not about fine print
#2Consumer Comment
Sat, December 09, 2017
You chose not to read any of the ten warranty labels. The warranty is dated to have been effective as of October 30, 2013.
Syd
Raleigh,North Carolina,
United States
Rebuttal to rebuttal re Delsey warranty
#3Author of original report
Fri, December 08, 2017
As pointed out by "coast", it is correct that Delsey, USA are following their own published policy regarding their warranty. (It would be interesting to know when they first published this warrantly on their website.)
My complaint is that their policy as published is inappropriate and unacceptable to their customers as it requires that the customer incurs a cost which has arisen solely due to a defect in Deldsey's luggage.
As an analogy, if I buy a car with a warranty, I do not excpect that when a fault occurs with the car that I will be informed that there is a clause in the "small print" that requires me to deliver the car to another state for repair!
coast
United StatesDelsey Warranty Policy
#4Consumer Comment
Thu, December 07, 2017
The Delsey website states: DELSEY USA WARRANTY POLICY …the Service Center will promptly repair or replace your luggage at our expense. The only expense you will incur will be the cost of shipping your DELSEY product in for repair. As per your report it appears they are honoring the terms of the warranty.
