DCL broke my luggage

[justmestace]

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.

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.

I agree with these posters, and several others.

Much like a used car, yours was used luggage, and therefore had some depreciation in value.
I think DCL was MORE than fair.

Heck, I was badly injured on a cruise ship (broken ribs) and while I did get my medical bills paid, I did NOT receive any compensation. It ruined my cruise (happened on the first day) and I would have LOVED to have had them give me a free cruise....even if they did subtract 5% or whatever.....but sometimes things don't always turn out the way you think they should.

 

[Octoberbride03]

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.

I have a couple of VB purses myself, none of the luggage. But honestly when I'm traveling and spot her stuff its because of PATTERN on the bags, very distinctive and recognizable. Zippers and pulls, engraved, yes but if they broke tomorrow I'd find a shoe repair person and take em in. But I don't really care if anybody knows my purses are VB or not. If I had the luggage I'd feel the same way about that. If DCL breaks my luggage and offers me $240 personally I'll dance around the room.

 

[standardgirl]

Thanks for all the replies...

Well, I understand all your points and views. My point is that because of DCL, I now have to go with all the trouble to getting a new VB luggage and have to put $80 out of my own pocket for a VB that's not even the same pattern. In additoin, I have to pay sales tax on this new purcahse and I have to go through all the hassles to get this luggage to Europe which is almost impossible (would have to find someone to accept the pkg in the states and mail it over which then involves high shipping costs and import duties - got to love the 18-20% VAT in Europe!)

And while depreciation might make sense (whether I agree or not is a different question, but it at least has some logic to it), don't you agree that it doesn't make sense to deduct 10% for not having original reciept? Do you keep reciepts for every purchase? This to me is like a ripped off especially when the cost can easily be documented from VB (not just a pure oral claim). And not reimbursing the 7% sales tax? DCL has record of me living in Indiana back in 2008 (have been crusing with them for a while!).

 

[clawmachine]

The 5% depreciation thing is standard for damage claims, at least in my own experience. I fell on a broken escalator at work many years ago and had to go to the ER for stitches in my knee. My pants had a big rip in the knee and my watch band broke. Personally I didn't even care to bother with any reimbursement, but my boss MADE me follow every little procedure. Anyway, long story short, I actually got a formal letter stating I was only getting $11.40 back for my pants because I told them they were a few years old and came from TJMaxx (They were not a national brand name). They somehow calculated the average cost of pants a few years prior, then took off the 5% for each year. I got the full $10 back for the watch band, only because I had the original box with price sticker on it. Of course I had no receipts. At the time all I could think of was how much salary did this person earn while calculating how to shave $5 off my pants? Lol. I always laugh when I look back upon it!
I agree with others- I'd get the VB piece you love repaired generically, then keep the rest of the money for a smaller new piece. You might have luck on eBay finding someone who'd ship new ones to Europe.

 

[owensjro]

Sounds like a very fair deal and I can't imagine NOT keeping a receipt for an item so expensive exactly for this type of reason. You should always keep receipts for anything that will have a good chance of getting damaged or need to be claimed for insurance.

Jim

 

[goofysgirl]

Sorry, I just have to chime in here. Your luggage is three years old, you do not have the original receipt so Disney can not verify what you paid for it. They are willing to repair the luggage, but it will not have the VB logo and you can not replace the bag as the pattern is discontinued. They are offering you $240..take the money get the bag repaired so it can be used and move on.
You are expecting a company to pay you full amounts of money that you can not verify you paid,and even if they did give you this amount you still can not replace the bag to your satisfaction...
Their offer is more than generous as airlines state they are not responsible for handles and wheels so Disney is going out of their way here.
I gave my daughters Coach luggage for high school graduation and while they travel extensively they never check those bags, it would be far too big a hassle to subject the bags to damage and then try to replace.
It is a known fact that luggage handlers are not gentle with your luggage, but in this case they are offering you compensation...I would take it and run personally.

 

[standardgirl]

I can't imagine NOT keeping a receipt for an item so expensive exactly for this type of reason. You should always keep receipts for anything that will have a good chance of getting damaged or need to be claimed for insurance.

Jim

Excuse me?

I would NOT call a $320 suitcase expensive and hence have not kept the reciept. My Samsonite light weight suitecases are more than $700 USD a piece. If I keep reciepts for everything I purchase, I will need a huge filing system, not to mention the time and effort. And it is not my responsibility to keep all reciepts.

Anything that gets stolen out of the house and hence you need to claim insurance (household in this case) will NOT require a reciept. With a reciept, your homeowner or renter insurance will cover the amount on reciept, and without one, they will pay current cost. Why wouldn't you need a reciept? Well, because on your insurance claim, you have signed it and if you lie about it, it then becomes a fraud. It's like when you go to the police station to file a police report, they will not ask you for a reciept. When you said you got robbed, the police simply will not ask for "documentation."

 

[standardgirl]

I agree with others- I'd get the VB piece you love repaired generically, then keep the rest of the money for a smaller new piece. You might have luck on eBay finding someone who'd ship new ones to Europe.

Thanks

I need to see if there is anywhere here that will even repair a suitecase and see how much it'll cost. For a reference, last time I had the tips of my high heel shoes replaced (you know, those shoe tips that wear out) at a local corner shop (nothing fancy at all!) and that was over $30 USD. Granted, I loved that pair of shoes, but I only paid like $30 USD to begin with in the states. Things are much more expensive here!

And I can't get someone to ship one to Europe from Ebay unless I am willing to pay about 20% import duties/customs in additonal to massive shipping cost (we're talking about a 28" luggage here)! So it won't work, unfortunately

 

[pxlbarrel]

I think it's a fair resolution too. What they shoudl have also done was ask you to send them the damaged luggage (on their bill... not yours) because, in essence, they're buying the damaged bag from you. Instead, they're allowing you to keep the damaged bag. All you have to do is get it repaired (so what that it doesn't have the logo and engraving ... it can still be used as a suitcase, right?). Now you've got a perfectly usable suitcase WITH the pattern that you like and money to buy another VB suitcase WHEN it's convenient to do so ... like the next time you're in the States or if somebody from the States is visiting you.

Not having the original receipt, I think you're very fortunate that DCL even agreed with you on how much the luggage cost but I'm going to assume that they know their business too. 3 years use can mean anything to them since they have no idea how often you travel. 3 years use to somebody who flies once a year is different than 3 years use to somebody who flies every 2 weeks or even every month.

I agree with the other posters who say you should contact Vera Bradley and find out why their suitcase handle broke after "only" 3 years use. There's the other avenue of compensation.

I think most people would be upset at having something favourite damaged but also happy to get as much compensation that you got because compensation just isn't automatic these days. I think that once you've gotten over the rage and disappointment of your favourite suitcase being damaged, you may see their resolution in a better light. It will never be the same but ... it's only luggage.

BTW, it's not just airport crews or DCL staff that can damage your suitcases. I watched taxi drivers toss our luggage around and jam them into tight spaces that just wasn't for large pieces of luggage. 10 years ago and many flights later, my $80 Air Canada suitcase finally was retired (the fabric started leaving the metal frame ... thought it best to get new luggage) and I swore I wouldn't spend too much on it. I ended up spending $150 on a Delsey suitcase that I watched like a hawk on this last cruise. Its first trip and it came back dirty, scuffed but still intact. And all 4 spinner wheels still attached and spinning even after 4 flights, DCL and many drivers who didn't respect the bags. LOL

Moral of the story, don't get too attached to your suitcases.... they'll break your heart every time.

 

[owensjro]

Excuse me?

I would NOT call a $320 suitcase expensive and hence have not kept the reciept. My Samsonite light weight suitecases are more than $700 USD a piece. If I keep reciepts for everything I purchase, I will need a huge filing system, not to mention the time and effort. And it is not my responsibility to keep all reciepts.

Anything that gets stolen out of the house and hence you need to claim insurance (household in this case) will NOT require a reciept. With a reciept, your homeowner or renter insurance will cover the amount on reciept, and without one, they will pay current cost. Why wouldn't you need a reciept? Well, because on your insurance claim, you have signed it and if you lie about it, it then becomes a fraud. It's like when you go to the police station to file a police report, they will not ask you for a reciept. When you said you got robbed, the police simply will not ask for "documentation."

Obviously what is expensive to one person may not be to another. I would say over $300 for a single piece of luggage is expensive but then again I expect my luggage to be tossed around by port handlers, airline handlers, etc and so won't buy something that costs too much.

As for insurance, if you do not have the receipts you will be reimbursed the FMV minus depreciation if applicable. Same as you are being reimbursed by DCL.

Jim

 

[msmayor]

Thanks for all the replies...

Well, I understand all your points and views. My point is that because of DCL, I now have to go with all the trouble to getting a new VB luggage and have to put $80 out of my own pocket for a VB that's not even the same pattern. In additoin, I have to pay sales tax on this new purcahse and I have to go through all the hassles to get this luggage to Europe which is almost impossible (would have to find someone to accept the pkg in the states and mail it over which then involves high shipping costs and import duties - got to love the 18-20% VAT in Europe!)

And while depreciation might make sense (whether I agree or not is a different question, but it at least has some logic to it), don't you agree that it doesn't make sense to deduct 10% for not having original reciept? Do you keep reciepts for every purchase? This to me is like a ripped off especially when the cost can easily be documented from VB (not just a pure oral claim). And not reimbursing the 7% sales tax? DCL has record of me living in Indiana back in 2008 (have been crusing with them for a while!).

Actually, it makes total and complete sense that they deduct 10% for not having the receipt.

Prices change over the years, and you have no proof that when you purchased the luggage it was the SAME price as it is today.

Personally, when I purchase something I consider 'expensive' (and a $300 piece of luggage is expensive) I save the receipt.

Heck, I have suitcases I paid $100 for and they have a 5-year warranty. I have the receipt attached to the tags and filed away in case I need to use that warranty.

 

[standardgirl]

I think it's a fair resolution too. What they shoudl have also done was ask you to send them the damaged luggage (on their bill... not yours) because, in essence, they're buying the damaged bag from you. Instead, they're allowing you to keep the damaged bag...

Agree completly. And I offered to mail back (at their expense) the damaged luggage and have them take care of the repair and mail back the properly repaired one to me. They refused.

Not having the original receipt, I think you're very fortunate that DCL even agreed with you on how much the luggage cost but I'm going to assume that they know their business too. 3 years use can mean anything to them since they have no idea how often you travel. 3 years use to somebody who flies once a year is different than 3 years use to somebody who flies every 2 weeks or even every month.

Very true and I have two large VB luggage. The broken one is mainly used at home as a storage where I keep all my gowns and dresses in. I have only used this one for less than 5 times total in the 3 years. I mainly use the other VB one in combination with a Samsonite one I have. The Samsonite one is super big so good for travelling but not particularly good for cruising and hence why I took this VB one out this time. That is another reason when to me, 5% depreciation seems steep why I've rarely used this.

Btw, Disney rep at Vancouver took pictures and documented the whole suitcase, so I would hope that they are aware of the condition.

I agree with the other posters who say you should contact Vera Bradley and find out why their suitcase handle broke after "only" 3 years use. There's the other avenue of compensation.

My guess is that the suitcase broke because it's miss-handled. There is a button on the handle of the retractable handles, and one must press the button in order to pull the handle out. Likewise, when you lower the handle back into place, you should do it fully and completly. I am guessing that the handle will not retracted fully back to where it should go, and hence damaged. But of course, you never know as you didn't see how the bag was handled.[/QUOTE]

BTW, it's not just airport crews or DCL staff that can damage your suitcases. I watched taxi drivers toss our luggage around and jam them into tight spaces that just wasn't for large pieces of luggage.

I make sure I don't get inside a taxi until all bags loaded trying to minimize this problem Also tip them nicely at the end of course, when lots of bags are involved

Moral of the story, don't get too attached to your suitcases.... they'll break your heart every time.

Or try not to use one that you are attached to! maybe this will answer my OH's question about why women buy things without using them!

 

[standardgirl]

As for insurance, if you do not have the receipts you will be reimbursed the FMV minus depreciation if applicable. Same as you are being reimbursed by DCL.

Jim

Except DCL is deducting 10% which is no longer FMV! :S

 

[Cruise]

Sounds like a very fair deal and I can't imagine NOT keeping a receipt for an item so expensive exactly for this type of reason. You should always keep receipts for anything that will have a good chance of getting damaged or need to be claimed for insurance.

Jim

I agree. I kept my receipt for my luggage and when it was damaged beyond repair by DCL within 1 year of purchase, they sent me a check for the entire amount of the purchase price. I had newer luggage and went the extra mile in providing them with proof of what it cost me.

I would NOT call a $320 suitcase expensive and hence have not kept the reciept.

If you don't think $320 is expensive, then I guess I don't understand why you're getting so upset about the $80 you're "out of pocket." You admit you'd used the luggage before and it was 3 years old. Don't you think you got $80 worth of use out of it? And like another poster said, if that particular pattern was "irreplaceable" for you, then the only option would have been to not use the luggage at all or use it only as hand luggage. Keeping it on a shelf at home would be the only way to ensure it was never damaged.

 

[sabrecmc]

I think 10% off for not having the original receipt is being generous. While some higher end brands don't go on sale, many stores offer luggage at 1/2 off or more. They don't know what you paid. You could have gotten it at an outlet for all they know, or on ebay or whatever. 10% off today's retail price seems highly reasonable for not having any proof of what you actually paid. I really find it surprising that anyone would complain about what DCL offered in this case. Honestly, it seems like an example of DCL going above and beyond to me.

 

[justmestace]

As for insurance, if you do not have the receipts you will be reimbursed the FMV minus depreciation if applicable. Same as you are being reimbursed by DCL.

Jim

Except DCL is deducting 10% which is no longer FMV! :S

The 10% IS the depreciation that Jim is talking about. FMV - 10% (for depreciation) = what DCL is offering you.

Either way, it's a bargain, as someone else said, the airlines state that they aren't responsible at all. And eventually, if people continue to make claims, the cruise lines won't, either.

Like I said in an earlier post, be glad that it was only luggage that was damaged. I suffered with my broken ribs and tendon damage to my wrist for MONTHS, and it was due to an employee error. And was documented, by the way.

 

[Dicecatt]

Excuse me?

I would NOT call a $320 suitcase expensive and hence have not kept the reciept. My Samsonite light weight suitecases are more than $700 USD a piece. If I keep reciepts for everything I purchase, I will need a huge filing system, not to mention the time and effort. And it is not my responsibility to keep all reciepts.

Anything that gets stolen out of the house and hence you need to claim insurance (household in this case) will NOT require a reciept. With a reciept, your homeowner or renter insurance will cover the amount on reciept, and without one, they will pay current cost. Why wouldn't you need a reciept? Well, because on your insurance claim, you have signed it and if you lie about it, it then becomes a fraud. It's like when you go to the police station to file a police report, they will not ask you for a reciept. When you said you got robbed, the police simply will not ask for "documentation."

If it isn't that expensive and not worth it to you to go to the trouble of keeping the receipt, why are you going through so much trouble to get it repaired/replaced, and making such a big deal out of every cent not being accounted for? If you want that type of treatment, keep the receipt! But even if you had the receipt, I still would not think you should expect the entire amount, plus tax, plus shipping, plus whatever else you are asking for. If you had the receipt, which you deemed unimportant, you'd get more. That is a fact. They are under no obligation to offer you anything, do you not see that? Do you really think that they should go by no proof and offer you every penny you ever contemplated spending on that not-expensive-enough-to-keep-the-receipt piece of luggage?

How about you use the example of a car. A car is worth less than you paid for it the minute you drive it off the lot. Is the entire value of a car replaced if damaged? What if they no longer make that car? It is depreciated, and rightly so...it isn't worth what it was when brand new. Neither was your luggage.

 

[smootenloopers]

Moral of the story, don't get too attached to your suitcases.... they'll break your heart every time.

Excuse me? I would NOT call a $320 suitcase expensive and hence have not kept the reciept.

Hmmm, I didn't pay that much for my entire SET of luggage which apparently was better quality than your "irreplacable" bag with a "special" handle.

If I keep reciepts for everything I purchase, I will need a huge filing system, not to mention the time and effort.

This is what scanners were invented for.

And it is not my responsibility to keep all reciepts.

And it is not Disney's responsibility to pay original (alleged) purchase price for your poorly constructed luggage.

With a reciept, your homeowner or renter insurance will cover the amount on reciept, and without one, they will pay current cost.

Maybe on your planet.

It's like when you go to the police station to file a police report, they will not ask you for a reciept. When you said you got robbed, the police simply will not ask for "documentation."

And the police won't be paying your claim either. Your insurance company, who will be paying, is going to ask for proof and they WILL NOT pay current cost, they pay an extremely depreciated cost.

My guess is that the suitcase broke because it's miss-handled.

My guess is that it is because it was poorly made. A designer name and fancy labels do not equal quality construction as many people like to think.

 

[robynchic]

This is why I get luggage that has a lifetime warranty, not something that has a limited edition pattern that can't be replicated. L.L. Bean is amazing, so is Samsonite.

 

[pxlbarrel]

Guys, to be fair ... if something of mine had been damaged, I'd be asking for the full replacement cost too ... whether I deserved it or not. It's just the way we're wired. An eye for an eye, a suitcase for a suitcase. After a while, when things have calmed down, the resolution isn't as bad as initially thought.

And while I think she should also take the money and run, I can also understand how it's a pain to get something unique replaced or that it's actually going to cost her money to get a replacement if her suitcase can't be repaired. A few years back, my car got rear ended and the insurance company wrote it off and paid me about $7500 for it. Great ... but a new car would cost $35000. Now...I didn't expect the insurance company to pay me more ... I was actually more than satisfied with their payout but I was still going to have to buy another car and it would definitely cost more than $7500. It's when you're inconvenienced and it costs you money due to no fault of your own that's the rub here. I think we can understand the frustration when we're talking thousands of dollars .... and it's no different if it's thousands or just a few hundred.

And I also agree that there are times I buy something that I'm afraid to use because it'll get dirty or it'll get damaged or it'll get lost .... so it just sits there on the shelf. I've got a few Disney umbrellas in my closet that qualify... because I'm just too neurotic to bring them out to use. They cost too much and I might just lose it!! Boy, it would have saved me money if I hadn't bought them at all because they're as about useful as thin air right now. I wouldn't use a $350 suitcase but if you've bought one, you might as well use it.