Broken Suitcase Wheel

[Allison]

Don't feel awful. It's amazing what people will say in front of their computer screen that they would never say to your face. Just ignore it I guarantee if you message Disney, they will make it right. Their CS is stellar.

You make think they will make it right but you can't guarantee it.

 

[piccolopat]

OP, it is unfortunate that your suitcase broke while you were on vacation. The reality is that even though it didn't appear damaged to you earlier in the trip, it could have been simply wear and tear. You stated the bag was heavy and if a part was starting to go, that might have been enough to have the wheel break. For example, last night, in the middle of the night, we heard a large noise and thought something fell in the attic. This morning DH found that the rod in the closet he uses in the guest room gave way. This has been there for years, storing the same amount of stuff, and there was no warning that it was going to collapse. No one needed to do anything wrong for your suitcase to break. I really don't think you can reasonably expect Disney or anyone else to pay for this when you don't even know if anyone did anything to cause this, and certainly not after waiting a month to even consider reporting it. IMHO you should buy yourself a new suitcase and move on.

 

[Nancyg56]

If you read above, I said that I have never personally complained to Disney. But they will likely make this right if they deem it to be their fault. They do have stellar CS.

The folks that you just referenced are rare I would hope. That is absolutely sickening and beyond tacky - I would call that fraud.

I would like to tell you these kinds of claims are rare, but they are not. People do try to gain compensation from WDW more than you would like to think. If you remain of the boards a while you will read posts that blame Disney for all kinds if faults with their vacations and then say they were "only" offered something....but then get all huffy and say they never wanted anything.

The bottom line is that if anyone notices damage to articles that have been handled by a multitude of people besides Disney (or any other hotel or resort) if you wait a month before reporting the issue, it is not likely your complaint will be taken seriously. The same holds true for any issues with service or room condition. If you wait for a month after you get home you are not likely to end of satisfied. If you address any complaint immediately, you give credence to the issue. You wait a month? That makes it more difficult to pinpoint the culprit in any problem, especially a baggage handling complaint. This is what most of us were saying. It was not unfriendly feedback, but it was truthful.

 

[Nancyg56]

OP, it is unfortunate that your suitcase broke while you were on vacation. The reality is that even though it didn't appear damaged to you earlier in the trip, it could have been simply wear and tear. You stated the bag was heavy and if a part was starting to go, that might have been enough to have the wheel break. For example, last night, in the middle of the night, we heard a large noise and thought something fell in the attic. This morning DH found that the rod in the closet he uses in the guest room gave way. This has been there for years, storing the same amount of stuff, and there was no warning that it was going to collapse. No one needed to do anything wrong for your suitcase to break. I really don't think you can reasonably expect Disney or anyone else to pay for this when you don't even know if anyone did anything to cause this, and certainly not after waiting a month to even consider reporting it. IMHO you should buy yourself a new suitcase and move on.

I just had a blast from my past! Many years ago I had stacked the shelves that were attached to my closet rod, as well as that poor rod, with as much as it cold hold...I was using my space well. That poor rod snapped in the middle of the night and sent everything crashing down. NIGHTMARE!!!!!

Okay...back on topic. LOL!

 

[aaarcher86]

Don't feel awful. It's amazing what people will say in front of their computer screen that they would never say to your face. Just ignore it I guarantee if you message Disney, they will make it right. Their CS is stellar.

I personally don't think they will. Lots of reports of things going missing from the room or being broken that aren't replaced. The fact that it's a month later makes it even less likely.

I do think, as a whole, they have great customer service. They aren't running out to fix every issue or problem though.

 

[kaytieeldr]

I guarantee if you message Disney, they will make it right. Their CS is stellar.

But they will likely make this right if they deem it to be their fault. They do have stellar CS.

Okay, it's a relief to see you're not actually promising something you can't.

Your leg and a piece of luggage is hardly the same thing. The analogy doesn't work.

It is absolutely analogous.
My femur cracked slightly when I tripped (not fell) in April / The OP's suitcase wheel started loosening or breaking at some point during her trip;
Causing me to limp in pain but still allowing me to walk / Wheeling the suitcase made the wheel keep coming off or breaking;
Eventually I started to fall, finally a fall fractured my femur / The suitcase was wheeled additional times/distances and eventually the wheel fell off.
For it not to be comparable, someone would have had to undo most of the wheel's screws intentionally

American might allow 24 hours but if the OP had a good reason for waiting, like she said she does (and she's international), then I can't imagine Disney not taking her seriously. What is Disney's policy? Do you even know? Again, your example doesn't work, but thanks.

American allows what's legally required. I'm sure Disney doesn't follow those same laws; I don't have any idea what their policy is and while their customer service is stellar, a reasonable person would be understand that luggage/anything out of an entity's control for a month could have been damaged out of that entity's control.

I don't phrase it the same way I typed asking for a free upgrade, but glad you took that literally as well.

If this "and each time I have asked for a free resort upgrade and was given it." isn't how you ask, then don't say It's how you ask. Indicating a willingness to pay for the upgrade isn't. Why asking for an upgrade in Las Vegas is acceptable is based on visually demonstrating a willingness to at least tip for the upgrade.

 

[Nancyg56]

If this "and each time I have asked for a free resort upgrade and was given it." isn't how you ask, then don't say It's how you ask. Indicating a willingness to pay for the upgrade isn't. Why asking for an upgrade in Las Vegas is acceptable is based on visually demonstrating a willingness to at least tip for the upgrade.

I cringe when I read these kinds of posts because while Disney is generous with upgrades they are not "free for all". I have no idea what the criteria is to allow for a free upgrade, but I do not think it happens as often as it may see here on the boards. When people read that these upgrades happen when they are requested, you can imagine the repercussions at check in.
10 years ago we were planning our first trip back to WDW in many years. We were all going to enjoy my little DGD first visit and boy oh boy, was I glued to the boards. For a little while I envisioned checking in and being upgraded to CL, after all I had read so many reports that it seemed like all you had to do was smile, and viola! Club Level!!!!!! Well thank goodness some level headed poster made sure she corrected some of these notions and told all us novices to book what we wanted and would be comfortable with. That meant resort class, view and level of stay. Thank goodness! I have been doing this ever since. I book and pay for what I want for my family. If ever a little Pixie sends us to a level we did not book, I will be forever grateful but I will not ask. Also, if you want CL or in my last trip Business Class at CSR...book it fast. I was too cheap to book it, had a change of heart and it was filled. I checked right til we left and asked upon check in, making it clear I would pay for the upgrade, No dice. Lesson learned. do not waffle!

 

[Kevin355]

OP, it is unfortunate that your suitcase broke while you were on vacation. The reality is that even though it didn't appear damaged to you earlier in the trip, it could have been simply wear and tear. You stated the bag was heavy and if a part was starting to go, that might have been enough to have the wheel break. For example, last night, in the middle of the night, we heard a large noise and thought something fell in the attic. This morning DH found that the rod in the closet he uses in the guest room gave way. This has been there for years, storing the same amount of stuff, and there was no warning that it was going to collapse. No one needed to do anything wrong for your suitcase to break. I really don't think you can reasonably expect Disney or anyone else to pay for this when you don't even know if anyone did anything to cause this, and certainly not after waiting a month to even consider reporting it. IMHO you should buy yourself a new suitcase and move on.

 

[bfost87]

About ten years ago, it took almost three months for me to break my leg. I tripped on a box at work in April and did 'something' to it, because I started limping. Late July, I starting catching my foot on ridiculous things a door jamb, the grout line in ceramic tile - and kept falling. Went for an MRI, trip on the low-pile carpeting, couldn't get up. Three months, bone finally broke. So unless people are examining luggage every time it changes hands, there truly isn't any way to determine fault. Or timing.

Well, when your luggage is damaged by the airlines, you have a very small window of opportunity to file for compensation. American allows 24 hours for domestic flights and seven days for international. Since Disney doesn't transport passengers more than 20 miles, why should even this bastion of customer service be held to a standard 3,000% greater than the airlines - which have many more years' experience handing millions, if not billions, more suitcases?

Outside of Las Vegas, asking for a free upgrade is tacky and cheap. Tacky because it's classless, and cheap because it's cheap - especially phrased as stated here. Where else do or would you ask for free upgrades? On your flight, from Economy to First? In a restaurant, from hamburger to steak? At the jeweler, from a Timex to a Rolex?

How is, "at this point/a month after the incident and with no definitive proof there's no point," in any way "suck it up?"
Sometimes it seems people go out of their way to take offense.

I was in no way referencing your post. Something someone else said.

 

[bfost87]

Because like it or not, suck it up is an opinion. When questions are asked you shouldn't just expect answers that you like or agree with.

"Suck it up" is not an opinion... "No, I don't think you'll be able/should be able to get compensation" is an opinion.

 

[Sparkly]

It was most likely the airline damaging it in transit! The one we usually fly with are awful for damaging luggage. We've had wheels, handles broken before now.

I would have taken it up with them before I would take it up with Disney. Some airport luggage handlers throw our suitcases from the plane and back it seems!

 

[kaytieeldr]

I was in no way referencing your post. Something someone else said.

Of course you weren't referencing my post. I hadn't said anything yet. When I did read the thread and comment, the refutation of "suck it up" was something I chose to comment on.

 

[zoo2tycoon]

Hi folks,
I was in the World for 10 days this past January.
Disney had my luggage a few times during the trip- first from the airport, then moving from Pop to the CR (split stay) and then again on our last day- we checked out, had bell services hold our luggage and went to the park. They were also the ones to load everything straight from bell services onto the Magical Express.
Somewhere along the way one of the wheels on my suitcase broke. It's still somewhat attached, but when I first started rolling it into the airport after it was unloaded from the ME I was sure it broke off completely because it was dragging. It was only when we landed (after two connecting flights) that we noticed the wheel was just partially broken and had folded under the suitcase.
It was an awful experience, dragging that heavy thing throughout the various airports, especially with all the carpeting, but I never thought to write to Disney.
I'm fairly certain the wheel broke after we checked out of the Contemporary because I had no problem wheeling it to bell services, but I can't prove it.
Also, it's been a full month since we got back....

Any advice? Anyone have any experience with this sort of thing?
Should I just forget about it and have it fixed or should I try writing to them? Do I need a picture of the broken wheel?

Thanks guys!

If you want opinions it appears you waited too long and you have no proof of who broke the wheel. It could have been partly broken before you started this trip and then got broken the rest of the way on the trip. You have no proof of who broke it and now 1.5 months later want to contact Disney and say you broke my old suitcase wheel in January and I want compensation. Think the SHOULD I JUST FORGET ABOUT IT...in your original post is the best idea.

I had a brand new suitcase on a cruise in January. It arrived at our cabin all scratched up (we'd spent the night at a hotel after flying in so I knew it wasn't that way when I left it at dock). I took it as normal wear and tear from being handled. I'd never expect the cruise line to compensate me for scratches.

 

[aaarcher86]

"Suck it up" is not an opinion... "No, I don't think you'll be able/should be able to get compensation" is an opinion.

It's just a different way of saying the same thing - you just don't like how it was presented. They're both opinions.

Really, if my 8 year old can handle that phrase I'm sure a grown, traveling, adult can too.

 

[Kevin355]

I remember our first trip to WDW with the kids (2001)...who were 6 and 7 at the time. We were at the baggage claim and my youngest son's Jeff Gordon suitcase came off, then my oldest son's Dale Earnhardt suitcase, then my wife's suitcase...in the meantime, I see some poor saps clothes/underwear/shoes in a garbage bag and think to myself, "It would suck being that guy." Then I found out that I was "that guy." I rent a cart, pick up the fragments of my suitcase and my grease covered clothes and go to the Delta counter about the tragedy unfolding before my eyes. I approached the Delta counter and ask, "Hey what happened?" The lady says with a straight face, "There was some damage to my suitcase." I reply back, "No, not damaged, it is destroyed." Delta gave me a brand new suitcase and a $500 voucher for clothes and the such.

 

[larryz]

Demand compensation. No seriously, suck it up and buy a new suitcase.

Before you buy a new suitcase, check this site. I found a replacement for my DS's bag, paid about $20 for a matched set of two, and it took 10 minutes to unzip the lining, unscrew the bad wheel, and screw in the replacement.

It's nowhere near as complicated as planning and executing a Disney vacation.

 

[Eastern]

One month later, I wouldn't complain. Just buy a new wheel or a new bag.

 

[stitchlovestink]

Did you ever stop to think that sometimes things just break, and no one is to blame. Why are we always looking for someone else to pay for things.

When I hand my personal possessions over to someone else, I EXPECT to receive them back in the same condition in which I gave them to said party. That is not an unreasonable expectation. If they break it or damage it, they need to remedy the situation.

 

[goofy4tink]

A few thoughts. Did Disney, or their 'agents' break the suitcase wheel? Possibly. Unfortunately, reporting it, a month later, may not get you the results you're looking for. We always recommend addressing issues right then, in person. Here's the thing....you may 'know' that your bag was fine when you handed it over into Disneys care. But....Disney may very well feel that something happened, at a later date, by another party, not on Disney property. And there's really not much you can do. I don't think you can really, in all honesty, blame Disney for wanting some kind of proof.

As for the never ending 'free upgrade' issue....many of us know, for a fact, that many (possibly the majority) CMs won't give you a free upgrade if you ask for it! So, it would seem that those who get these upgrades have been very lucky!! Most of the WDW upgrades are done to benefit WDW. Perhaps the room category booked is full...so you might be offered an upgrade. Or there could be a maintainance issue. But I can promise you....if every third person asked for a 'free' upgrade, maybe every 50th person might get one. Now...if you ask if there are any upgrades available, and if so, what would the addtl cost be.....many CMs might disburse a little magic. But you should always be ready to pay for any upgrades.

As for people being nasty and judgemental? Perhaps responses could have been phrases better. On the other hand, sometimes people ask a question, looking for a specific answer, and when other responses are offered, they can take umbrage.

 

[kaytieeldr]

When I hand my personal possessions over to someone else, I EXPECT to receive them back in the same condition in which I gave them to said party. That is not an unreasonable expectation. If they break it or damage it, they need to remedy the situation.

You lend your casserole dish to Nancyg56 Monday and she gives it back to you Thurday, then you lend it to aaarcher86 Thursday and she gives it back to you Saturday, then you lend it to me Saturday and when you get it back Sunday one of the cups is broken. Now, I may not have used all (any of) the punch glasses, but you point it out to me that same and I buy you a new punch bowl set.

You point it out to me in April? No.