Shortly before the pandemic the handle on my Rimowa carry on bag broke. Or, rather, the rubber piece that forms the bottom of the handle of the bag broke off on one side. I tried to figure out how to fix it but had no luck. I wound up putting the bag aside for the pandemic, and only just came back to it. And boy have I been down the rabbit hole.
- They don’t have an authorized repair location in Austin. They have a West Coast and an East Coast facility for shopping repairs, based on where you live. I couldn’t figure out where to send it, since I live in.. the middle of the country.
- I called, but each time I called I was disconnected – no matter what menu tree item I chose.
- I emailed, but my email was never returned… just like a year and a half earlier. (That year and a half would turn out to be important.)
- So I direct messaged them on Twitter. I was told someone would reach out to me. No one did, so I followed up via Twitter DM.
- I was told no one reached out to me because I had not provided the serial number from my bag, which they hadn’t asked for. So I provided it, and I heard from their East Coast team.
- The East Coast team let me know that they couldn’t help me, because I live in Texas which is service by West Coast. But they did help me get in touch with West Coast!
Evaluating with pictures of my bag, the West Coast team asked if I wanted to bring the bag in to their center in Southern California, or ship it to them? They let me know that over the year and a half since I first contacted them my warranty had run out, so I’d have to pay for any repairs.
I do like my Rimowa Salsa Deluxe Cabin Multiwheel. I’m not sure that it’s worth the money, but I sold myself on it based on the number of trips I take – I amortize the cost over a lot of use – and it’s certainly held up except for this one item with the handle. But I’m definitely through the looking glass trying to deal with this company.