I purchased my Switchback before the warranty became unconditional when Eagle Creek still reserved the right to decide on its own whether or not the product defect was a manufacturing defect. The person I talked to was definitely in salesman mode and not interested in doing a repair, either at my expense of at Eagle Creek’s expense.

I felt that the wheel had locked up and the fabric on the detachable day pack had started to wear through sooner than should have happened in a quality product. I had had the Switchback for years, but it had only had occasional use. However, the “warranty representative” (he seemed more like a sales person to me) I dealt with was fixated on selling me a new product and wouldn’t even discuss the idea that the Switchback should have held up better.

Perhaps if I had had the luck to talk to a different person, there would have been a better outcome. I also have the impression that Eagle Creek now uses better-quality wheels (the wheels on my Switchback were definitely chintzy), and of course, the warranty on the newer (probably better-constructed) Switchbacks is unconditional.

I have had the exact opposite experience with Eagle Creek’s warranty/repair department. My switchback was damaged when it got run over by a bus at the airport. Was actually still serviceable, but the fabric had torn and the corners had a few cracks – to be honest it held up well considering what happened to it. I sent it to the warranty department, and they replaced it with a brand new one free of charge, and even shipped it to my home for free.

Did the head of the warranty department tell you WHY they wouldn’t repair it? I don’t know the extent of the damage to your luggage or how long/expensive it would have taken to repair, so they might have made the decision that a new bag at a discount would have been more cost effective and reliable for you than a repaired one.

Given my experience, I’ll only buy Eagle Creek luggage now. The no-matter-what warranty makes their products worth every penny.

Thanks for your comment. Too bad they wouldn’t/couldn’t repair your Switchback!!

I sent the item to Eagle Creek for repair. I would have paid for new wheels and reinforcement of the fabric, but instead of offering to repair the Switchback, someone who identified himself as the head of the warranty repair department telephoned me and told me the item would not be repaired but that he would sell me a new item at a discount to the retail price.

I feel that the repair department operates at least partly as a bait-and-switch operation.

Pros: The Switchback is versatile and has a reasonable storage capacity

Cons: Mine did not hold up well, and the repair department tried to sell me a new item instead of repairing mine.

No need whatsoever to apologize. You may enjoy tomorrow’s post, which returns to more familiar ground.

Kevin