My Briggs and Riley has been all over the world and taken a kicking, on a recent trip in Scotland it lost a wheel. I didn't notice for a while because it still stayed upright.
Contacted customer support for a replacement who checked the product number - turns out they don't make my exact case any more so rather than send me one replacement wheel that would fit they've sent me a full set of four new ones in the new style so everything will match.
I paid a premium for the case at the time because of their warranty and this is the first time I've tested it. Happy customer so far!
Why are my repairs not exact replacements?
Due to normal wear and tear, it is not always possible to return your bag in its original condition. Due to the discontinuation of a particular part or color, identical replacement parts may not be available.
Does the guarantee only cover repairs?
We do not cover cosmetic wear (scratches, dents, dings, scuffs, stains, color changes, normal wear and tear), damage of contents, fabrics that are discolored or degraded from UV or water due to improper storage, or the replacement of lost or stolen bags and/ or its contents.
Does the guarantee cover damages from airlines?
If you wish to hold them responsible, we suggest that you file a claim with the carrier before leaving the airport. If not we will be happy to repair your luggage at no charge.