When running a business or a company, you have a lot of things going on, from selecting and purchasing inventory and creating a marketing calendar, to scheduling shipment and maintaining your store and or website.
Now, imagine doing all of that plus dealing with customers who go back to your store to complain about their broken luggage.
Prima USA Travel takes away that extra task by implementing a renewed set of policies to cover the warranty of our brands: American Green Travel, Puíche, AMKA, American Sport Plus, ArgoSport, and Vino Via (launching soon).
You can read more about Prima's manufacturing defect warranty here, but here's the short version:
American Green Travel luggage: ten years
American Green Travel accessories: one year
Puíche: ten years
AMKA: one year
American Sport Plus: one year
ArgoSport: one year
The warranty for Prima's brands only covers manufacturing defects. Although we stand by our products, we acknowledge that sometimes they don't come out perfectly. And when it happens, you can rely on Prima to take care of it so you have one less thing to worry about.
That said, to make this process even easier, we need your help to:
Remind your customer to register the product on our site
When your customer purchases a Prima USA Travel suitcase, travel bag, or travel accessories from your store, let them know their product is covered by a warranty limited to manufacturing defects. Every item has a tag that shows our website (primausatravel.com), as well as the link to register the product and activate the manufacturing defect warranty (primausatravel.com/warranty-returns). But if it doesn't, you can refer the customer to those links.
All the customer needs to register the product to get the manufacturing defect warranty are:
Details of the product (name, size, and color - these can be found on the box)
The order number
Name of your store
A legible image of the receipt (this can be a scanned copy or a photo or a screenshot)
Once they register their product, they'll get an email with the warranty number. They can use this number to open a damage claim.
We've also simplified the damage claim process, making it intuitive and user-friendly. They only need the warranty number and photos of the damages.
Educate your customer about the possibility of damages caused by other causes
It's easy to blame the damage on the bag being poor quality, but there are also other important factors to consider, such as improper handling by transportation agents and even the customer.
According to the Air Travel Consumer Report 2021 written by the US Department of Transportation, American Airlines has the highest number of mishandled bags (average of 7.21 bags out of 1000 in 2021, and 6.30 bags out of 1000 in 2020).
On the other end of the spectrum is Allegiant Airlines, with only 1.92 mishandled bags out of 1000 in 2021.
For international travels, a report from the UK-based manufacturing company Trifibre (with data from the Civil Aviation Authority) found that out of all 823 claims for broken luggage between 2015 and 2020, the top three airlines responsible for the most damages were Ryanair (13% or 108 claims), Emirates (6% or 47 claims), and Alitalia (5% or 40 claims).
Remind your customer to be aware of their airline's policies regarding damaged or mishandled luggage, as each airline has a different set of rules. Think of it as finding out where the exits are at a theater or auditorium, just in case something happens.
Sometimes, the customer can also be responsible for the damages, such as dragging the suitcase through rough surfaces like asphalt or pebble paths, dragging the suitcase up and down the stairs, overpacking or underpacking.
And don't get us started on the number of customers who'd forgotten the code of their TSA lock and claimed the lock itself was broken. Here's a little tip: write down the code and put it somewhere safe, or take a photo of it and put it in the cellphone's secure folder.