As I was walking through the San Diego Airport, returning from a short trip, my Briggs & RIley rolling cabin bag became wobbly. When I got home I found that one of the wheel’s rubber treads was starting to peel off. I later learned that the case was eleven years old, yet it still looked almost like new. I called the company to ask about a repair and the friendly customer rep said, no problem, they would send me four new wheels at no cost, not even the postage. A few days later they arrived with instructions, and an hour later I had fixed it. In these days where so many companies treat their customers badly, it’s good to know Briggs & RIley, now a part of U.S. Luggage, treats their customers as valued assets, not as a source to be nickel and dimed.
Coincidently a few days later, a friend related to me his experience with Samsonite. The handle on his old Samsonite suitcase had broken. He brought it into a local Samsonite store and was told to leave it and they would send it back to the factory for a repair. A few days later he recieved a brand new suitase in the mail.
It’s an interesting time in the travel business when the suitcase manufacturers treat their customers so much better than the airlines and hotels.
