From your experience – what’s my next step(s)?
My Tumi Rolling Garment Bag ( replacement cost $1,300) suffered some damage on a QF international flight. I reported it in SYD but due to connection time, filed the claim in BNE.
The repair looks simple – replace a damaged handle. Its held on by two screws and I could do the job myself if I had the part.
The claim was accepted – all smooth and I was given some paperwork and advised to take the bag to their authorised repairer – Brisbane Luggage Store. The location in an industrial estate at Murarrie wasn’t very convenient, but never mind.
Fifteen days later and the repair is not done: the part hasn’t arrived. Repair staff advise me that the service from Tumi, is poor despite premium price.
So I research and find the importer: Busbrands ( no longer Hunt Leather) and give them a call. The Operations manager gives me and incredibly long winded story – essentially telling me its my fault – I should have taken it directly to one of their retailers.
I point out that I don’t care to be nagged, that that’s the Qantas system , and what he suggests sounds close to restraint of trade. Sigh in any case I succeed in getting him to check on the order for the Part.
He calls back and says they have not received an order.
SO: repairer blames parts supplier. Parts supplier blames repairer.
No one on Qantas seems to know what to do. And from past experience, writing to Customer service is a 6 month wait, for a meaningless letter.
How can I break this deadlock? I have toyed with the idea of getting the repairer and the parts supplier on the same conference call, tape it and send it to QF - but whom at QF?
I tried QF baggage services but the only number I can get is a voicemail for leaving enquiries for lost luggage - AND they only work 10 am – 2 pm ( where can I apply for THAT job?)
Any suggestions?
Gary
My Tumi Rolling Garment Bag ( replacement cost $1,300) suffered some damage on a QF international flight. I reported it in SYD but due to connection time, filed the claim in BNE.
The repair looks simple – replace a damaged handle. Its held on by two screws and I could do the job myself if I had the part.
The claim was accepted – all smooth and I was given some paperwork and advised to take the bag to their authorised repairer – Brisbane Luggage Store. The location in an industrial estate at Murarrie wasn’t very convenient, but never mind.
Fifteen days later and the repair is not done: the part hasn’t arrived. Repair staff advise me that the service from Tumi, is poor despite premium price.
So I research and find the importer: Busbrands ( no longer Hunt Leather) and give them a call. The Operations manager gives me and incredibly long winded story – essentially telling me its my fault – I should have taken it directly to one of their retailers.
I point out that I don’t care to be nagged, that that’s the Qantas system , and what he suggests sounds close to restraint of trade. Sigh in any case I succeed in getting him to check on the order for the Part.
He calls back and says they have not received an order.
SO: repairer blames parts supplier. Parts supplier blames repairer.
No one on Qantas seems to know what to do. And from past experience, writing to Customer service is a 6 month wait, for a meaningless letter.
How can I break this deadlock? I have toyed with the idea of getting the repairer and the parts supplier on the same conference call, tape it and send it to QF - but whom at QF?
I tried QF baggage services but the only number I can get is a voicemail for leaving enquiries for lost luggage - AND they only work 10 am – 2 pm ( where can I apply for THAT job?)
Any suggestions?
Gary
