I ordered a new spinner hardcase luggage item on May 18. The lock came broken so I emailed and called immediately for assistance. The phone number kept me on hold for 2 hours and I finally hung up! I emailed and on June 1 they finally responded with a request for more information. At that slow rate, when would I actually get any service?! I took it to a Samsonite store and they fixed it for me thankfully. On June 6, I got another email saying "oh sorry for the slow response - we'll be giving you 20% off your order". Ok great. It is now July 3rd and I have yet to hear anything. HORRIBLE customer service. Go to a store if you want anything and don't buy their new models. You are the guinea pig. Service Value Shipping Returns QualityI have been trying to get a replacement lock for my checked bag that had the lock broken by TSA. I have been trying for two weeks to get the correct lock for my luggage. To do that, I had to send several images of the bag, and measurements of the bag, even though I gave them the NAME that Samsonite calls it. I have a set of these bags and all of them have the same kind of lock. It took four emails to get the instructions to send an email with all of the extra details. I was then told someone would call me for my payment method. I have written them again - four times in two weeks waiting for my phone call. Today, I wrote again and the person that responded clearly DID NOT look at the emails thread, so I had to start over again. My subject line says " Need to purchase replacement lock for Samsonite Windfield suitcase". So, the response to today's email is that she is referring my email to the warranty department. I wrote back and said " I just need to pay for the lock - read the email thread!". I asked for a phone number and that was dumb on my part. There is NO phone number to call on the website that I could see. I give up and will try a set available on Amazon. I just wanted the correct lock to match where the screws go through the suitcase shell. I am traveling again in a few weeks and need to have this fixed. It is a full time job to work through customer serve people that either don't have the skill to investigate i.e. Read the full email or worse, they just do not care. Too bad. I have respected Samsonite for many years and this is disheartening. I am not sure anyone has this kind of time. It is exhausting. Products used:None - I could not get anyone to call me to take my payment information. There is no phone number on their website to contact them - only an email. No one is taking care of business there. My last response from Alicia proved she didn't even read the email thread for all of the information. UGH! Service Value Shipping Returns QualityIn the pictures is a Samsonite bag after less than 2 months of use. Really, was buyed 1.5 year ago, but was used very, very rare. Maybe the thread resist only this time! The producer and the seller didn't say nothing, so I have to inform another people about the Samsonite quality! I've tryed to contact Samsonite to ask their opinion about the quality of the products but... silence. This is the best way to find how a company is respecting their clients! All the best Samsonite! Thank you for your "kind support and cooperation"!I love Samsonite's backpacks! I have a dozen or so of those. The site is very professional, yet not confusing.Frequent traveller? On leisure or business? Does not matter. Looking to some practical cases and backpacks to go along with it? The best practicality and the study design comes with samsonite, i like how sound their products are. Qutie frankly, you gotta love their luggages.