American Tourister Applite 4E
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Disappointed by American Tourister’s “10-Year Warranty” I purchased an American Tourister suitcase in late 2016, partly because of the advertised 10-year global warranty. After fewer than 10 uses over 8 years, the wheels began producing an extremely loud, high-pitched squealing noise, which has worsened over time. It's now so disruptive that I feel embarrassed using it in public.
I submitted a warranty claim, explaining the issue and providing clear photos showing no visible damage or misuse. Despite this, American Tourister/Samsonite dismissed it as “normal wear and tear” without physically inspecting the case.
The warranty might look impressive on the box, but in my experience, it’s not honoured in any meaningful way unless you jump through hoops — including paying shipping and risking charges even if they reject the claim. That’s not what I consider genuine warranty support.
Buyers should be aware that this 10-year warranty sounds better than it perform
Purchased in .
I've had better experiences with American Tourister suitcase, having owned a couple of the original Applites plus a few hardcase from the same brand. In the case of my recent purchase of Applite 4E, one corner of the wheels fell off after an overseas trip. Not great, however after contacting Samsonite support, a replacement set was sent out (a set of 4x wheels) in Black (original was orange). A few months after this, I came back from another trip from the US, and the other back corner wheels also fell off. Fortunately, there was a spare that came from the warranty claim and I used that to replace that missing wheel. This suitcase is less than 12-month old and bought new. Everything else works well, including the double coil zipper (anti-theft).
Purchased in for $192.
Hi, Sorry to hear about this experience with our case. If you have any further issues with this case, please reach out to our team and we can aim to find the best outcome for you.
Kind regards, Samsonite Australia.
American Tourister NO GOOD – Bought the set. The large suitcase and the carry on. After a few uses the wheels have completely deteriorated. The combination lock on the large suitcase is broken and will open in any combination. Warranty 10 years let's see if they replace. Customer service is handballed off to third-party repairer. Not great, would avoid.
Hi Tam, We have emailed you regarding this issue and will do our best to assist you here.
For your reference and anyone viewing this review; you can also review our warranty terms and conditions here: external link
Extract from our terms and conditions: "This warranty covers only manufacturing defects and does not cover any damage caused by misuse (such as transportation of unusual items), neglect, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, normal wear and tear or transport damage (by airlines for example)."
We trust this helps. Please refer to your email from our Customer Care team in order to assist further.
Kind Regards, Samsonite Australia.
In the end American Tourister have fixed the wheels and the lock after sending to HQ. The end result and service was prompt and friendly. I would suggest not take the warranty into consideration when buying luggage and just buy the best quality you can afford. Most things aren't covered and not through the retailer but through third-party repairers.
Went from one star to three stars. Their new luggage selection could be better quality, but this review was for an older model.
Hi Tam, Thank you for the adjustment on your review after your experience with our team. Glad we could help you with your wheels!
Kind regards, Samsonite Australia.
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Hi, We understand your disappointment regarding the squealing wheels on your American Tourister suitcase and your perception of our 10-year warranty. We're sorry that your experience hasn't met your expectations.
We value your feedback and want to assure you that we take all warranty claims seriously. Our initial assessments are often made based on the detailed information and photos provided to offer a quick and efficient resolution where possible. However, we also recognize that some issues, like a loud squealing noise, can be evaluated through a physical inspection.
To properly assess your claim and the condition of the wheels, we encourage you to take your suitcase to one our services centres for inspection. You can find a list of service centres here: external link
A physical inspection will provide a definitive assessment and ensure a fair resolution. We're committed to upholding the integrity of our warranty and addressing genuine manufacturing faults.
Please contact our customer service team directly if you need further assistance locating a service centre at info.australia@samsonite.com.
Kind regards, Samsonite Australia.