Purchased Victorinox Mobilizer 22 luggage pc in Oct 2001. Great bag with what we thought was a lifetime warranty. On recent trip, the nylon fabric tore at the expansion zipper seam, making bag unusable.
Following directions on Victorinox website, took bag to local service and repair shop. They told me they could not fix it, recommended I send it directly to the company for repair. I called TRG Group, received RMA number, and shipped it to them at my expense.
They sent it back a few days later with note stating the luggage was un-repairable, and that the fabric tear was not covered by lifetime warranty. It was not a material or workmanship defect, it rather caused by normal wear and tear.
I called customer service and complained that fabric failure is a material defect. Ended up talking to customer service manager, who through the course of our conversation told me that everything wears out, and I should be satisfied with 11 years' service out of bag. [continued below]....
..... So much for LIFETIME warranty, with is why we paid 2-3 times the price of comparable bags!
I tried to post objective review on Victorinox website, but they refused to post it because it was inappropriate, since it contained customer service complaint. Their recommendation was to review their guidelines and resubmit my claim.
Turns out that Victorinox does not design or build these bags. They have licensed their brand to TRG Group, who also makes bags under 2 other brands. So it seems I have no recourse with Victorinox, who you would think would like to protect their high quality brand image. Instead I must try to convince a no-name manufacturer that they should honor their warranty on a Victorinox brand bag.
Let me know if anyone knows how to escalate my case above TRG Group to Victorinox!!!