Bought hand luggage in South Africa. Travelled to New Zealand and on this trip the lock stopped working (I set to my own password and unlocked a few times but at final stop it wouldnt unlock). Also the pull out handle jammed on several occasions, making it so hard to handle and place in cabin lockers!
I had a warranty - registered - then emailed the Auckland company. Only one contact name and she was on holiday for weeks still. Eventually after the date of her supposed return, I emailed again and still took twice to get a response eventually.
Now I am told I must take the luggage to a far away location to have it fixed and 'depends on South Africa' what they want to do...
Dreadful customer service- slow response, unhelpful, no acknowledgment that the goods are faulty from start so should at least apologise and try recover the company's good name by some prompt and efficient service! Website 'contact us' is still under construction!
I need to use this bag again soon- and doubt their 'fixing' it will help - hard to see whats wrong. I need a new bag. Or it will jam again when I am in transit and make things very difficult for me (full hands, small baby in tow, etc) Never buy cellini!!
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