If push comes to shove, we wouldn't buy another Rimowa suitcase. We currently own three: a large, a medium and a carry on. The large has been repaired so many times - the stitching busted and had to be repaired in a foreign country (otherwise the suitcase wouldn't make it home), and one corner has been completely dented. We duct taped it from the inside. We never claimed for these expenses. Nor have we complained until now.For the medium suitcase, the handle broke. We wrote to customer service, since we were told there is a lifetime warranty. Customer service never responded until our second email where we were told that our email was incorrect. Then they told us that the suitcase was no longer under warranty even though we were told they had a lifetime warranty on their products and we're the original owners. The part would cost $95. No matter how much we argued, the answer was the same. So we paid for the part. It arrived (a much cheaper version that our original handle) missing a screw. The handle needs 2 screws to install and they sent us only 1 screw. Really now.For all of this back and forth, they haven't shown us any goodwill. Sometimes good faith is what is needed to earn customer loyalty, no matter the circumstances. Why else would we continue to put out the big money? Their behaviour is shortsighted and self-centered. They've given us no reason to buy more of their products.UPDATE: Rimowa reached out to discuss our bad experiences. To make the situation right, they offered to overhaul the suitcase and repair anything they could find, including the cracks and dents - all at their expense. I accepted.Today I received the repaired suitcase. They did a nice job. Now it's ready for another big trip. Thank you Rimowa. I appreciate your effort here.
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RIMOWA is a manufacturer of premium luggage. The company was founded in 1898, in Cologne, Germany.
