Caution about Swisswin Retailer

Hi guys,

This is not a complain but caution if you are going to buy a well known brand backpacks of Swisswin. I've seen Swisswin stores at major international airports and is a well regarded brand internationally. Earlier this year, few pop-up kiosks opened in Westfields across NSW, I bought a backpack/school bag for my daughter in mid Jan'15 at Westfield Parramatta from their Kiosk. The bag came with a tag of 5 year warranty which was the main reason I bought assuming they are of high quality. Recently my daughter showed me that the stitching on the handles has come off and material cracked at many place on the bag.

I discovered at the mall that these guys have a proper shop now instead of a pop up Kiosk which was a good news for me but was shocked when they told me that they won't cover their product for repairs. They suggested me an option - buy another bag with 50% discount. When I insisted that I don't agree with that option as the bag is covered under warranty of 5 years and it's only been 6 months. The attendent spoke to her boss over phone in Asian language and said we are not the company you bought the bag from and so we can't help you. I'm back to square one :-(

Luckily, I've a business card of the pop-up kiosk owner. When I rang him for help, was told that bag is not covered in warranty as they would only help in first two weeks and for any further help contact the company in China (although original company is Switzerland based)! After sending him a link as a text message to his mobile of Fair Trading website guides (http://www.fairtrading.nsw.gov.au/ftw/Consumers/Consumer_gua…?) on resolving these issues he replied back me asking to go to the same store in Westfield Parramatta who already refused to help and show them his business card to resolve. I had already done that when I saw them over weekend. When I told him they won't help then he is sending me to 'Harbour side' mall in darling harbour.

I have a feeling that I've been conned and being taken for ride. This post is just to caution fellow ozbargainers that these guys are still selling the products with 5 year warranty but don't expect them to honor it and you should spend your hard earned money some where else.

Apart from posting here, I've also contacted original Swiss company's HO and informed them about the incidence and expressed my concern if this retailer is selling genuine product and to find out if they are their representative.

Thanks for reading guys.