Antler suitcase 10 year warranty
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PostPosted: 09 Dec 14 17:58
Post subject: Antler suitcase 10 year warranty
Organisation name: The Cache Group
Issue type: Complaint

I purchased a top of the range Antler suitcase with a 10 year warranty. I felt very comforted with the fact that the hefty price tag was being matched with amazing customer service. Well, the suitcase was used twice in 9 months. Once by myself and the second time by my daughter to happens to be 5'2". She was quite upset on her holiday when the zip on the suitcase would not zip up.
I took the case back to David Jones and was told they would need to send the case to the repairers. As I needed to case in less than 3 days to travel to Thailand , we offered to take the case to the repairers ourselves. Upon arrival at the repairers we were told that the case had been 'man handled' and it was not ANTLERS fault that the zip had broken( After the second use). Unfortunately, the repair of the zip would cost more than that of the suitcase- so I was told to go and buy another suitcase.
I then contacted customer device at The cache group who supply ANTLER suitcases to outlets. I explained again exactly what had happened. The customer service manager told me that it was exactly like buying a Mercedes car and driving it twice and having someone smash into you. I don't quite see it this way. I imagined how I might feel if I bought a Mercedes and drove it twice and found that the brakes failed. The customer service manager told me that If I can get the suitcase back to David Jones ( yes- for a second time) her would do me the honour of looking at the case but her strongly doubted that he would view things differently to the repairers.
So I now have a very expensive suitcase that has been used twice ...and will never be used again. Thanks for nothing Antler and the Cache Group.
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