Great Product Service | Rimowa

A few weeks ago, I noticed a crack in my trusty Rimowa luggage that has served me for well over two years (and constantly saving me from overweight luggage scares) I noticed the unflattering, canyoning gash after a flight back from Hong Kong, and I suppose either the baggage handlers were overly-zealous chucking bags all over the place or maybe my suitcase had just run its course -game over. Then I remembered that being a premiere luggage brand, Rimowa has a 5 year international guarantee that states that they will (to the best of their ability) repair any wrongdoing to your bag.

Here’s a photo to illustrate the damage. 

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After reviewing the guarantee and researching online, I tried my luck and checked with a local Rimowa branch. I was merely looking for a repair, but the salesperson I spoke to said that what I was asking was impossible, given I had a polycarbonate unit and then suggested I take the issue up with the airlines I took. (and don’t we all know how much of a hassle that is) After several objections, I figured that maybe it was time to accept the inevitable that my bag should be retired so I stopped deliberating and went on my way.

I expressed my disappointment, but figured it was my fault for not contacting my airlines right away but I still could not help feeling bad. Since hey, I was only asking for a repair. So I ungentlemanly aired my disgruntlement over twitter. Luckily, someone then contacted me within the day to apologize for the misinformation given to me and to resolve my non-issue. I sent my unit back again for further inspection, and was informed that my troubles would be fixed.

Within a day or two, Rimowa then furnished me with a brand new unit. Not repaired, not refurbished, but BRAND NEW. I was astounded! Never have I heard of such great aftersales service.image

Brand spanking new!

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I then now remembered why I got such an attractive luggage, and photographed away at the beautifully designed case.

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When they say Guarantee, they mean it.

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Thank you Rimowa for showing that your customers come first above all else, I will highly recommend your product to my friends and colleagues alike.

Rimowa is available at:

Adora, Greenbelt 5
Newport, Ground Floor
Greenbelt 5, Ground Floor
Rockwell Powerplant Mall, Ground Floor
Glorietta 4, Ground Floor

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