One reason for choosing Briggs & Riley travel luggage 18 years ago was their “simple as that” lifetime warranty. They pledged to “repair any damage free of charge, no proof of purchase needed, no questions asked.” All these years, I had never needed to use their warranty. But the time had finally come to put it to the test. The wheels of my third bag were damaged while I was travelling in Seoul, and I emailed their customer support with an urgent plea for help. They replied within seven hours. Since they didn't have an authorised repair centre in South Korea, they suggested that I get a quotation from a local repair shop and send it to them for approval. Once they ok'ed it, I could proceed to get my wheels replaced and they would reimburse my credit card for the full repair cost. I don't speak Korean, so it all felt too daunting to attempt. It seemed that the wheels, damaged as they were, could last until we got back home. So I requested for a do-it-yourself kit to be sent to my home address instead. All I had to do was to provide the model number of my luggage, and the replacement wheels were sent via FedEx. No questions asked, no proof of purchase required and I wasn't charged a single cent. The DIY instructions that came with the wheels were detailed but easy to follow. I changed them out within 30 minutes, and my luggage was right as rain again. In this day and age of inflated marketing promises that frequently do not live up to expectations, it’s refreshing to see a company that does it right. I'm confident that my Briggs & Riley luggage will last me another 18 years, and most likely for life. More on reddit.com

Travel Products - Warranty repair: Does anyone really do it? Briggs & Riley - Originally Posted by coxta Perhaps you have a luggage repair shop nearby. If so, they probably have a contract with the manufacturer. I've done that a few times and it works well. They may also have loaners or other ... More on flyertalk.com

https://www.briggs-riley.com/pages/lifetime-guarantee If you haven't already, maybe show them their own policy (either this or any info that came with your purchase) and ask them to explain, specifically, how what they are proposing aligns with the policy? You're in a better position to (politely) demand an alternative solution if they don't have a good explanation. More on reddit.com

Update: having replaced a wheel I can confirm that it's a straightforward job and that the bag was clearly designed with repairs in mind, you can unzip the inner lining to access everything and then seal everything away again after. They even have felt pads to prevent the screw heads rubbing on the internal lining. Cleverly it's designed such that you can't unscrew or even loosen anything from the outside even if the screws are visible. Just needed a standard Phillips screwdriver. Out of laziness I've just replaced the broken wheel for now as the sizes are all the same and I don't mind an odd wheel - means I have three fresh replacements should the others wear out or break in future. Edit also because I should have said up top - I was given the choice between sending the case to them for free repairs but I pay for postage, taking it to the repair centre myself for the cost of my time/fuel or they send me the wheels at no charge at all and I do it myself. I chose the latter. More on reddit.com