DCL broke my luggage

[sweetpee_1993]

We are sooooo carrying our duffles onboard with us. I ain't about to let DCL handle a single piece of our luggage. No stinkin' way. If we can't carry it on, it's not going with us. End. Of. Story.

 

[tvguy]

...Wow! A repair center? I've never heard of such in our tri-state area! I do have my receipt, and believe when we arrive at port, I'll be snapping pics of EVERYTHING anyway, that'd be a good time to get a pic with the porter and our suitcase...(If I think about it). I'll be the one bouncing off the walls

We have one here that has been in continuous operation for over 100 years. But most shoe repair shops also repair luggage. You DO have shoe repair shops in the tri-state area, don't you?

 

[GumbyO]

Well after my dealing with DCL over the luggage, their employee's comment that we could have carried all of our own luggage onboard (No I'm not exagerating) I've had it with DCL's self righteousness. I have one cruise, Transatlantic, that the air fare is paid for already. After that I'm done with them. I have 2 other cruises booked. I've cancelled one, and just leaving the other one there for the time being but it will be gone shortly. There are other cruise lines out there, as well as other holidays I can spend my dollars on. They saved $90 but they've lost a customer. Anyone want some old Platinum lanyards

 

[sullins5]

We have one here that has been in continuous operation for over 100 years. But most shoe repair shops also repair luggage. You DO have shoe repair shops in the tri-state area, don't you?

We do tvguy, but not sure how trustworthy they are, most are pretty old and I'm not sure I'd carry a new pair of shoes that need repairing, much less a suitcase...But I'll just trust that it'll be ok...You know, it's our first ever Disney Cruise, and really, we're so excited that a mark or two/dent isn't going to surprise us. We know when you fly, anything can happen, and I'd assume the same for DCL. Now, if it's torn up completely, we'll just have to see.

Well after my dealing with DCL over the luggage, their employee's comment that we could have carried all of our own luggage onboard (No I'm not exagerating) I've had it with DCL's self righteousness. I have one cruise, Transatlantic, that the air fare is paid for already. After that I'm done with them. I have 2 other cruises booked. I've cancelled one, and just leaving the other one there for the time being but it will be gone shortly. There are other cruise lines out there, as well as other holidays I can spend my dollars on. They saved $90 but they've lost a customer. Anyone want some old Platinum lanyards

Oh...I do hate that! I know how having really bad service can ruin something so, so sorry you've "had it"... I'm sure out of thousandths of people, there are those that have been affected, and it is a shame when folks won't back up their service with a smile! We're going to give it a shot...I do hope their service is wonderful, and that they 'back up what they say'. Maybe your Transatlantic will be even more than you think!!:

 

[Tink rules]

You need to send an email to the HEAD of DCL... not a person in the lost and found dept... or which ever they refered you to... Tell him what you have gone through INCLUDING the comment from the CM... I hope you got the reps name.

Good luck!

 

[smootenloopers]

It never ceases to amaze me how many people think their luggage should be handled with tender loving care everywhere it goes. They go on and off conveyor belts, in and out of various compartments, one and off carts, etc. Of COURSE there will be potential damage and those handles sticking out are prime targets to get caught on something. I've seen WAY more nicks, dings, cracked wheels and tears after the airline handles my luggage than the cruise line. It's not necessarily the "last" person that handles it that breaks something. It's called repetitive stress.

 

[GumbyO]

It never ceases to amaze me how many people think their luggage should be handled with tender loving care everywhere it goes. They go on and off conveyor belts, in and out of various compartments, one and off carts, etc. Of COURSE there will be potential damage and those handles sticking out are prime targets to get caught on something. I've seen WAY more nicks, dings, cracked wheels and tears after the airline handles my luggage than the cruise line. It's not necessarily the "last" person that handles it that breaks something. It's called repetitive stress.

Had this been an old beater piece of luggage we had been using for years, I could see your argument may have some validity. That said this was the second time it had been used, it was in pristine condition until they tore the wheel off of the suitcase. In this case smooteloopers it was the last person. Was it intentional? No way. However they should pay what it cost me to repair it, or replace it.

 

[triptaker]

Last time I cruised with DCL, they also broke the handle off my DD luggage - now the luggage was not top of the line, infact, the 3 piece set was under
$50, however - it was the handle that you pick the luggage up with, and without it, there was no real way to lift up the luggage. I showed it to our room person, and they sent it out to be fixed (after first trying to tell me that DCL had not done that, and me telling them that the luggage was purchased just for this trip, and they were the only ones that touched the luggage besides us)... I will say that the luggage came back with the handle fixed and attached much much better then it was when it was originally purchased.

I'm only telling this because I wanted to give a thumbs up to DCL. They did not have to fix it the handle, and could have done a stop-gap fix since the luggage was clearly not the best ever sold, but they did a champagne job on a koolaid purchase.

 

[sullins5]

Last time I cruised with DCL, they also broke the handle off my DD luggage - now the luggage was not top of the line, infact, the 3 piece set was under
$50, however - it was the handle that you pick the luggage up with, and without it, there was no real way to lift up the luggage. I showed it to our room person, and they sent it out to be fixed (after first trying to tell me that DCL had not done that, and me telling them that the luggage was purchased just for this trip, and they were the only ones that touched the luggage besides us)... I will say that the luggage came back with the handle fixed and attached much much better then it was when it was originally purchased.

I'm only telling this because I wanted to give a thumbs up to DCL. They did not have to fix it the handle, and could have done a stop-gap fix since the luggage was clearly not the best ever sold, but they did a champagne job on a koolaid purchase.

Yay!!!! We still believe in Disney Magic...and we haven't even cruised yet! And yes, I know I may be singing a new song if they tear up my brand new-saving for the cruise Mickey suitcase, but I'm a 'glass half full' kind of southern girl and will deal with stuff if and when it comes. And I've learned to 'roll with the punches' as there's always an adventure when it comes to us and adventures!!!

 

[Dicecatt]

Broken handles and wheels aside...any dings, scratches, or marks we get we consider a travel right of passage, like "oh, remember when that zipper was broken, we were in Barcelona!" Lol. We turn our beat up luggage into memories .

 

[standardgirl]

Ok... so a bit of update on my side.

DCL got back to me via email 3 days after the incident, so not a bad timing to begin with. They asked me to take the luggage to a repair shop locally in the country I reside in Europe.

I replied to them a couple days later including more pictures of the damaged lugguage and telling them that the bag cannot be repaired since the broken handle and the metal bars both have the "Vera Bradley" logo and brand name engraved and a repair will simply be replacing these with generic parts which is not acceptable. I also included a link to the Vera Bradley website showing the current replacement cost of the luggage at $320 USD.

I did no hear from DCL again after my email for one week, so I wrote them a short note this morning and the representative got back to me just a few hours later. Here is what DCL has offered:

- DCL said that they must deduct 10% of the $320 USD purchase price for me no longer having my reciept. (This is outageous! Who keep reciept for a luggage purchased in 2008? Plus, I moved to Europe from the states in 2009 and hence threw out most stuff. And internet shops simply don't keep records for that long either!)
- DCL said that although I claimed that the luggage was purchased in Indiana with 7% sales tax, without a reciept they are unable to reimburse the sales tax.
- DCL said that they must depreciate the luggage at 5% per year for the 3 years.
- Conclusion, they can only reimburse me for slightly over $240 USD for my $320 luggage.

Ok, this isn't the end of the world. However, as the luggage is not available anywhere outside of the US or Canada, I cannot do anything with the money. Anyone here who's ever owned a Vera Bradley luggage will probably know how lovely they are and I don't even care about the money - I just want my luggages replaced, period. In addition, the particular quilted pattern is not even available from Vera Bradley anymore, even more sad

I phoned DCL and they said that they cannot do anything more than the $240 as I don't have the reciept and even with a reciept, they still have do depreciate at 5% per year. The lady tried to tell me that this is standard insurance practice! WT* I am an actuary! and standard insurance insures things at replacement value not original value...... Anyway, I didn't want to argue with her as there is no point. I simply pointed out the fact that I work in the insurance industry and we certainly do things at replacement values.

So, not the best outcome, and I am a bit dissapointed. I told DCL that I can buy a replacement from Vera Bradley and show them the reciept, but they refused, insisting that they must have the original reicept and not the replacement. Though they did just take my words for the price and year purchased, so maybe I will be more "experienced" if there is a next time...

Just thought that I will share the information here...

Step 2 - need to wait until I receive the letter and check from DCL, and then I will need to attach the letter to send to Travex who I've bought travel insurance from. They said in the claim letter I requested that they will cover whatever DCL doesn't cover. I'll have to see how it works with them. Fingers crossed.

Got another Disney cruise booked next year - 2 connecting cabin, and now I have doubts about this.

 

[Dicecatt]

Ok... so a bit of update on my side.

DCL got back to me via email 3 days after the incident, so not a bad timing to begin with. They asked me to take the luggage to a repair shop locally in the country I reside in Europe.

I replied to them a couple days later including more pictures of the damaged lugguage and telling them that the bag cannot be repaired since the broken handle and the metal bars both have the "Vera Bradley" logo and brand name engraved and a repair will simply be replacing these with generic parts which is not acceptable. I also included a link to the Vera Bradley website showing the current replacement cost of the luggage at $320 USD.

I did no hear from DCL again after my email for one week, so I wrote them a short note this morning and the representative got back to me just a few hours later. Here is what DCL has offered:

- DCL said that they must deduct 10% of the $320 USD purchase price for me no longer having my reciept. (This is outageous! Who keep reciept for a luggage purchased in 2008? Plus, I moved to Europe from the states in 2009 and hence threw out most stuff. And internet shops simply don't keep records for that long either!)
- DCL said that although I claimed that the luggage was purchased in Indiana with 7% sales tax, without a reciept they are unable to reimburse the sales tax.
- DCL said that they must depreciate the luggage at 5% per year for the 3 years.
- Conclusion, they can only reimburse me for slightly over $240 USD for my $320 luggage.

Ok, this isn't the end of the world. However, as the luggage is not available anywhere outside of the US or Canada, I cannot do anything with the money. Anyone here who's ever owned a Vera Bradley luggage will probably know how lovely they are and I don't even care about the money - I just want my luggages replaced, period. In addition, the particular quilted pattern is not even available from Vera Bradley anymore, even more sad

I phoned DCL and they said that they cannot do anything more than the $240 as I don't have the reciept and even with a reciept, they still have do depreciate at 5% per year. The lady tried to tell me that this is standard insurance practice! WT* I am an actuary! and standard insurance insures things at replacement value not original value...... Anyway, I didn't want to argue with her as there is no point. I simply pointed out the fact that I work in the insurance industry and we certainly do things at replacement values.

So, not the best outcome, and I am a bit dissapointed. I told DCL that I can buy a replacement from Vera Bradley and show them the reciept, but they refused, insisting that they must have the original reicept and not the replacement. Though they did just take my words for the price and year purchased, so maybe I will be more "experienced" if there is a next time...

Just thought that I will share the information here...

Step 2 - need to wait until I receive the letter and check from DCL, and then I will need to attach the letter to send to Travex who I've bought travel insurance from. They said in the claim letter I requested that they will cover whatever DCL doesn't cover. I'll have to see how it works with them. Fingers crossed.

Got another Disney cruise booked next year - 2 connecting cabin, and now I have doubts about this.

This is just my opinion, but I think that was exceptionally fair. If you cared that much about the luggage, why not carry it on yourself? Honestly, I think as a world traveler yourself, you would realize that your luggage certainly is not going to be perfect after traveling anywhere unless you carry it yourself. Heck, I got part of my bag crushed llast week even as carry on because the schmuck behind me was trying to cram in his huge case on top of mine. Traveling is dirty, messy, not usually convenient, and it is what it is.

I had a suitcase that I absolutely loved. It was damaged somewhere in the Cairo airport and now no longer has a handle, and the zipper is damaged. Can't use it. Who would I yell at? The Cairo airport? No. I just bought a new suitcase. I think what you are getting is extremely fair, and it sounds like your insurance company is picking up the difference. Not sure why you are still upset, and potentially thinking about cancelling your next cruise? You can't really think they handle luggage with kid gloves, do you? Think about it. How many companies would even offer as much as Disney is offering? Not many.

 

[GumbyO]

I think this is VERY fair. Wish I had spoken with a rep like that. I've already cancelled one cruise and getting my deposit back, and more than likely another shortly.

 

[sdchickie]

Ok... so a bit of update on my side.

DCL got back to me via email 3 days after the incident, so not a bad timing to begin with. They asked me to take the luggage to a repair shop locally in the country I reside in Europe.

I replied to them a couple days later including more pictures of the damaged lugguage and telling them that the bag cannot be repaired since the broken handle and the metal bars both have the "Vera Bradley" logo and brand name engraved and a repair will simply be replacing these with generic parts which is not acceptable. I also included a link to the Vera Bradley website showing the current replacement cost of the luggage at $320 USD.

I did no hear from DCL again after my email for one week, so I wrote them a short note this morning and the representative got back to me just a few hours later. Here is what DCL has offered:

- DCL said that they must deduct 10% of the $320 USD purchase price for me no longer having my reciept. (This is outageous! Who keep reciept for a luggage purchased in 2008? Plus, I moved to Europe from the states in 2009 and hence threw out most stuff. And internet shops simply don't keep records for that long either!)
- DCL said that although I claimed that the luggage was purchased in Indiana with 7% sales tax, without a reciept they are unable to reimburse the sales tax.
- DCL said that they must depreciate the luggage at 5% per year for the 3 years.
- Conclusion, they can only reimburse me for slightly over $240 USD for my $320 luggage.

Ok, this isn't the end of the world. However, as the luggage is not available anywhere outside of the US or Canada, I cannot do anything with the money. Anyone here who's ever owned a Vera Bradley luggage will probably know how lovely they are and I don't even care about the money - I just want my luggages replaced, period. In addition, the particular quilted pattern is not even available from Vera Bradley anymore, even more sad

I phoned DCL and they said that they cannot do anything more than the $240 as I don't have the reciept and even with a reciept, they still have do depreciate at 5% per year. The lady tried to tell me that this is standard insurance practice! WT* I am an actuary! and standard insurance insures things at replacement value not original value...... Anyway, I didn't want to argue with her as there is no point. I simply pointed out the fact that I work in the insurance industry and we certainly do things at replacement values.

So, not the best outcome, and I am a bit dissapointed. I told DCL that I can buy a replacement from Vera Bradley and show them the reciept, but they refused, insisting that they must have the original reicept and not the replacement. Though they did just take my words for the price and year purchased, so maybe I will be more "experienced" if there is a next time...

Just thought that I will share the information here...

Step 2 - need to wait until I receive the letter and check from DCL, and then I will need to attach the letter to send to Travex who I've bought travel insurance from. They said in the claim letter I requested that they will cover whatever DCL doesn't cover. I'll have to see how it works with them. Fingers crossed.

Got another Disney cruise booked next year - 2 connecting cabin, and now I have doubts about this.

Have you checked with Vera Bradley about repairing the luggage? I know that other fine bag places will repair their merchandise, maybe Vera Bradley will too. You could use the Disney check to cover shipping to and from the US.

 

[Eeyore'sthebest]

I agree that DCL is being quite fair. Luggage is meant to have wear and tear. Unfortunately your's got damaged.

And while you might be in the insurance industry, I know I don't get replacement value for my car if it's been totaled. I also know that when my home floods, unless I pay for the extra replacement value coverage, I get the depreciated value on everything - including sheetrock. And yes, the insurance company expects me to produce receipts for large items that I am claiming.

Sorry you're upset. But to be honest, I never would have thought to file a claim with DCL.

 

[sabrecmc]

I'm sympathetic to your love of luggage. Ours is Hartmann. Like VB, the parts and pieces cannot just be replaced with anything b/c so much of it has the logo or special whatnot on it. I understand it just isn't the same. However, DCL was MORE than fair, imho. Luggage is not put on a shelf to admire. It is used and beaten up and that's what you know is going to happen when you buy it. I like having nice luggage b/c it lasts longer and looks pretty, but I don't expect it to never have wear and tear. I'm glad you were reimbursed for the majority of your purchase. You can still have it repaired and while not as pretty, it is certainly still usable and attractive. You may also check with VB. With Hartmann, they will do repairs using Hartmann parts. I think expecting a whole new bag b/c you can't get the special parts with the logo is a bit much. I doubt insurance would give you a new car if you couldn't get the Mercedes emblem on the seat cover, ya know?

 

[jiminyC_fan]

I, too, feel it was fair. A court of law would only grant depreciated value, not replacement.

 

[Haley]

Why not write a letter to Vera Bradley complaining that their overpriced luggage broke in only a couple years of use?

 

[jiminyC_fan]

Why not write a letter to Vera Bradley complaining that their overpriced luggage broke in only a couple years of use?

 

[Caropooh]

Count me in as thinking DCL is being VERY fair.
I understand that if it was repaired it wouldn't have the Vera Bradley logo on the repaired parts. Does that no longer make it a VB bag? I seriously doubt that someone would look at it as it's going around the airport luggage carousel and think less of the person it belongs to because it doesn't have the VB logo. YOU would still know who made it and that's what matters.