ComplaintsforVictorinox Swiss Army, Inc.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a Victorinox Swiss Army carry on luggage bag with a lifetime warranty in 2008. In 2013 the retractable handle failed, and the company honored the warranty and repaired the bag. In 2024, the handle again failed, and I requested another repair after sending pictures and video of the issue. The claim was denied first because the company pointed to their new "lifetime" warranty which limits "lifetime" to a short period of time and that the issue was "cosmetic." I pointed out, with reference to the original website, that although the company may not be offering true lifetime warranties any longer, they must still honor their previously warrantied items. They then responded that the failure is "normal wear and tear" and maintained their refusal to address the issue. I feel that the determination that the issue was "cosmetic" and then "normal wear and tear" without any inspection, together with the attempt to do away with honoring previous warranties, reflects a bad faith effort to simply ignore their warranty obligations and deny them by whatever means necessary. I am very disappointed.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an expensive piece of luggage from Victorinox several years back. I purchased the bag for one specific trip. Both snaps on the handle became defective within a short period of time. One snap fell out for no reason. The second snap does not work at all!! This is defective workmanship, and Victorinox is responsible for repairs. I turned in a warranty claim and was told, ‘ this is cosmetic and not covered under warranty.’ Snaps are defective ‘working parts’ of the bag. Snaps are needed on this bag to effectively use the handle. Definitely NOT ‘cosmetic.’ NOT ‘just for looks.’ Victorinox advised me there would be a ‘small fee’ and to go to ‘service center.’ **There is NO service center anywhere near me.•• I should not be paying any fee for Victorinox defective merchandise which is under warranty. See attached photos and receipt for bag. Victorinox is obligated to back their merchandise warranty.

  Business response

  02/21/2024

  We confirmed that the snaps on the bag were repairable by one of our authorized service centers and advised the customer that they can bring the item to be repaired. We advised the customer that there would be a minimal fee associated with the repair of the bag since the issue was determined as normal wear and tear for the age of the product.

  Customer response

  02/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  1) Read the terms of your warranty(attached above). 

  ‘Years 2 to 11: Victorinox Quality Warranty Program
  From the beginning of the second until the end of the eleventh year of ownership, your product is covered by the Victorinox Quality Warranty Program.
  This includes manufacturing defects and normal wear and tear with the exceptions of seams, stitching, fabric and zipper tape.
  This excludes abuse, cosmetic damage (scratches on leather or on polycarbonate or stained fabrics), incidental/ consequential damage (such as a damage to or loss of content of the bag, loss of use, loss of time), abrasion, solvents, accidents, airline handling and transit damage.
  Note that the electronic device/function integrated in your travel product is not covered by this warranty.’

  1)NORMAL WEAR AND TEAR IS COVERED. 

  2)SNAPS are NOT cosmetic damage. 

  This bag was barely used. Anyone can see there is no wear and tear or abuse around the area where the snaps are inserted. They fell out because of poor defective workmanship. I ALSO informed you that there is NO service center in my state of residence anywhere near me. The nearest is over 200 MILES away.  I ALSO informed you that the fee AND shipping is NOT small. 

  You have blatantly defaulted on your warranty.

  I will NEVER purchase another product from Victorinox. I will inform the local retailers and customers that this company makes fraudulent claims and does NOT honor their warranties. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought Victorinox Tourbach (top of their line) carryon bag for over $600 that came with lifetime warranty. I did not have to use the bag as my traveling job changed and did not have to travel. Recently, for my pleasure trip, I took the bag out to learn that the plastics around the corner and on handle completely pulverized. When I took the bag out of the box, these corners and handle plastic was all powder. I contacted local repair shop as well as Victorinox customer service. I was told that Victorinox has changed their policy from lifetime to 10 years and hence the repairs is not covered. They refused to repair and meet their obligation. They claimed that this is not a manufacturing defect but damaged during the use.

  Business response

  02/21/2024

  Dear *****,

  Unfortunately, due to discontinued parts and the nature of the damage we are not able to repair the bag under warranty but as previously communicated we are willing to offer a discount on a new product from our current collection.

  Regards,

  Customer Service Team

  Victorinox Swiss Army, Inc. 

  Customer response

  02/29/2024

  The reply from vendor is unacceptable.   If the parts are not available,  then they should substitute with comparable product and not 30% discount.  The price you pay with 30% discount is significantly more than buying the same item at *************.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought a Swiss Army Heritage watch in the Spring of 22. The watch had a stated warranty of 5 years and a water resistance to a depth of 100m. The watch worked sporadically since I got it. Every once in a while, I'd have to reset the date or time but not often enough to put me thru the hassle of sending it back. Approximately 1 month ago (6/23), it stopped working entirely so I sent it back under warranty. Victorinox is denying the warranty and is ascerting that the watch was "open" when I sent it back and that someone had previously been in the watch. I never opened the watch nor did anyone else. If it was "open" that's the way they shipped the watch to me which is clearly a mfg defect. I never did anything other than wear the watch. Now Victorinox is trying to charge me $150!! I would like my watch repaired under warranty as it should be.

• Initial Complaint

  03/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Received a pair of luggage as a gift for my wedding in 2013. Both are having issues with the wheels. They are still under warranty but they are not honoring it. Their website shows that wear and tear on the wheels IS covered. They're telling me this bag has a different warranty than what they show on their website -- this one actually has a LIFETIME warranty - but supposedly this isn't covered under that warranty, even though I had the same issue in 2020 and they covered it without issue (Warranty Order #*******). I have an email chain confirming this was covered under the warranty previously (attached). The only difference is now they no longer have the wheels in stock, so they'd have to replace the bags and to avoid that they're coming up with any excuse to not replace the bags. Spoke to four people and each one has had a completely different story about the warranty coverage.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a new Victorinox watch at one of its factory sales a few years ago. The battery died, so I went by its factory store shop in ******. I told the clerk I just needed a battery. She said I could not come back and pick it up because the store is closing permanently at the end of that week, but they will mail it to me. All future transactions will be by mail only. She also said that, as usual as with other repairs done there for me, they will call me to tell me what the charge will be. she took my credit card information and then I saw a charge come through of $58 a couple of weeks later when a *** guy delivered the box and asked me if I was over 21 to sign for it. What? I am 72 and just got ripped off for $58 to replace a battery for more than I paid for the watch new! I contacted the company by email and its response, which I find despicable, was: "Hello Gregory, Thank you for reaching out to Victorinox. I'm more than happy to assist to. Our warranty on the battery is for one year. If you sent in your item with your credit card information it's a preauthorization for us to charge for the repair. Sorry for any inconvenience. Sincerely, Guilda Customer Support Victorinox" Are they crazy? I did not ask for anything more than a battery and was never told what it would cost. Who thinks a batter for a watch will be $58? My packing slip says Order # ******. There is no detail as to the price for the battery or labor but it included a "Proofmaster" receipt showing pressure, tightness, etc. that looks like some kind of analysis. This was not supposed to be watch brain surgery. A watch battery should cost $6-7, and how much for shipping and labor? At $58, they are crazy! I want at least $35 of that back now or I will never deal with Victorinox again for the rest of my life!

  Business response

  11/09/2022

  Good afternoon BBB team, apologies on the delay in response. We did resolve Mr. ******** concern and refunded the entire cost of the repair to his satisfaction. This was resolved on 10/13/2022. Credit memo attached. 

   

  Thank you, 

  Victorinox Customer Support Team

  Customer response

  11/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a Victorinox Pro Diver watch in November 2019. Recently it began stopping for a few minutes at a time, then stopped altogether. I thought it was the battery so I took it to a professional jeweler to replace the battery. After a day or two, it stopped again and this time also I was unable to set time or date. I contacted Victorinox by phone to send it to their repair center in ****** **. I told them on the phone the symptoms, and that we replaced the battery but it was still not working. The representative ignored the information about the symptoms before and after battery replacement, and immediately insisted the battery replacement broke the watch. This phone call was followed up by two more calls (which I recorded) from two other employees who also ignored information about the failure before the battery replacement, insisting the replacement broke the watch. When I pressed them about the failure before replacing the battery, they quickly offered me a 30% discount on the $135.20 for the repair per their evaluation. We then a received a third do-not-reply email titled "Estimate of Repair Services" for that amount which was itemized as "Complete Service $91.50" plus "Labor $21.50", plus shipping and handling and taxes for a final total of $135.20, and a form statement suggesting possible additional charges. No itemized problems (broken parts) were listed. I believe they are ignoring the information about the problems before battery replacement because it was still under warranty when the watch failed. An unauthorized person (professional jeweler at ******** ********) opening the case voids the warranty, and allows them to charge us for the repair. I believe Victorinox should honor the warranty because the watch failed before the warranty was voided, with the same symptoms continuing after the battery replacement. I would also like a statement detailing the problem, the repair, and fixed cost and warranty. Another complaint at this site mirrors our case.

  Business response

  05/16/2022

  Hello, 

   

  This case was escalated, and we agreed to repair this at no charge. The case was under review on 5/12 because the watch was received with a battery that is not our certified brand of battery, indicating that it had been opened by an unauthorized repair center, which voids the warranty. Our senior representative had spoken to the customer directly and ensured her she would review the case with myself and the repair technician to seek approval for the repair as an exception. 

   

  We will be repairing the watch at no cost to the customer. 

   

  Thank you, 

   

  Kara V**** 

  Customer response

  05/16/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩