On returning from my last trip the lovely baggage handlers somewhere along the way saw fit to rip off the lock and zip sliders and otherwise damage by large Travelpro Crew 5 suitcase.
Photos and explanatory text were duly emailed to VS who (eventually) responded with a personalised apology for the tardy reply and an explanation that their representative, Bagcraft, would be in touch. The same day I received a letter from Bagcraft inviting me to call.
From thereon in I received such sterling customer service that I felt I'd been transported to a previous golden age. A customised 2 hour pickup slot for my bag. A call to say it was received. A call to tell me what they thought the problems were and did I concur. A call to tell me which bits were fixable and what the timescales were. A call to tell me of a slight delay waiting on parts. A call to tell me what had been fixed and what was unfixable and a promised delivery date which was actually met. All in all a turnaround measured in days not weeks and a good standard of repair. And the piece de resistance? A brand new TSA lock attached to the suitcase (albeit not the kind I use as keys are there to be lost - that's why g-d invented combination locks) - something I had not expected at all.
Gary and Bagcraft - take a bow!
* like a million hotdogs.
Photos and explanatory text were duly emailed to VS who (eventually) responded with a personalised apology for the tardy reply and an explanation that their representative, Bagcraft, would be in touch. The same day I received a letter from Bagcraft inviting me to call.
From thereon in I received such sterling customer service that I felt I'd been transported to a previous golden age. A customised 2 hour pickup slot for my bag. A call to say it was received. A call to tell me what they thought the problems were and did I concur. A call to tell me which bits were fixable and what the timescales were. A call to tell me of a slight delay waiting on parts. A call to tell me what had been fixed and what was unfixable and a promised delivery date which was actually met. All in all a turnaround measured in days not weeks and a good standard of repair. And the piece de resistance? A brand new TSA lock attached to the suitcase (albeit not the kind I use as keys are there to be lost - that's why g-d invented combination locks) - something I had not expected at all.
Gary and Bagcraft - take a bow!
* like a million hotdogs.
