Two broken Heys bags, one broken promise

Both of Carlos DeLeon’s bags are broken, but Heys won’t fix them even though they’re under warranty. Why not?

Question: I saw your recent story about a reader who had a problem with his Heys America luggage. I’m having the same issue with two bags. One has a broken handle, the other a cracked case.

I contacted Heys and received the exact same message that you posted about them being separate entities: One company is no longer in business, and all warranties are void.

I pressed for some additional relief. A representative offered a vague promise of a discount, but only after reviewing their own inventory to find a “similar” bag. The employee promised to take photos of the bag and send them to me. I have yet to receive the photos but I believe this is not a reasonable option, knowing my bags are under warranty.

As for the bag with the broken handle, I was offered a replacement part. But the part is not an exact match of the handle and I am uncertain if I can actually install it.

I am respectfully requesting if you and your team of advocates do for me what you did for your previous reader. I have all my documentation, including photos of the damage. I want Heys to replace or repair my bags. Can you help me? — Carlos DeLeon, Morristown, N.J.

Answer: Oh no, not again. To recap, Heys America Ltd., based in Chicago, is a “completely separate” company from Heys USA, “with no relationship or affiliation in ownership.” That’s a little confusing, as I noted in my previous story on the subject.

Seriously, if you’re going to pick a name for your business, at least choose one that won’t confuse customers. This is the second time we’ve had to deal with this issue — and something tells me it won’t be the last.

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As far as you’re concerned — and as far as I am, too — if your luggage says Heys, you should be able to get warranty help from the company that calls itself Heys. And if the company says it can’t help, maybe it needs to change to something besides Heys to avoid confusion.

By the way, nice work on keeping documentation and photos of your damaged luggage. That always helps with a resolution.

Like the last Heys case, this one met a similar fate. After a representative promised you a do-it-yourself solution and later sweetened the offer with a discount, you reached out to me for help. After some back-and-forth, Heys America bumped up your discount from 40 to 50 percent. Not bad, but not great, either. You were looking for a full replacement of your $400 in luggage or a full refund.

Incidentally, the best way to reach Heys is through its email address, Service.US@heys.com.

I contacted Heys on your behalf, and it agreed to replace one of your bags and help you repair the second.

Christopher Elliott

Christopher Elliott is an author, journalist and consumer advocate. You can read more about him on his personal website or check out his adventures on his family adventure travel site. Contact him at chris@elliott.org. Read more of Christopher's articles here.

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