This blog is about one of my worst customer service experiences.

What makes this all the more distasteful is that this involves what is supposedly a high-end luggage manufacturer.

In 2008 I purchased a Zero Halliburton Aluminum Carry-On case and since then I have not actually used it.
(I know; one might ask what was the point in purchasing this luggage, the fact is, having paid so much for it I haven’t had the heart to subject it to the damaging effects associated with travel – having opted instead to use other luggage I own (Briggs Riley) which cost less).

Back when I purchased the Z.H. there were a couple niggling aspects to this luggage, namely several of the integrated plastic components being less than perfectly fitted to the case - the worst of these being the telescopic handle, which as you can see – the 2 main components that make up this handle do not integrate together particularity well.

(Clicking on the image will expand it to its fullest size)

Please note: I’m not the only one who has complained about this, here is a Google review which touches on the very same concern: http://www.amazon.ca/Zero-Halliburton-Freewheel-Zeroller-Silver/dp/B002FFMSQW

Excerpt: “Quality is less then expected. Plastic parts have poor fit and finish.”

Being a bit of a procrastinator I assumed that one day I would get around to contacting Zero Halliburton and given their limited lifetime / 10 year warranty it would be dealt with swiftly.

How sadly mistaken I was, instead I was treated to what I feel was the most shameful example of a company who, in my opinion, could not have cared less about me their customer. And while a half-hearted attempt was made to rectify this situation, (Z.H. sent me one section of the 2 part handle which also fit poorly, exactly as the original piece did) once it was discovered that the entire handle section would need to be replaced (retail cost = $50) Z.H.'s goodwill quickly ran out.

The response I received back from Z.H. representative - Debbie Pawigon was that Z.H. had deemed that there was nothing structurally wrong with my luggage and since this was a "cosmetic issue" they were unable to replace this handle at no charge.

I replied to Ms. Pawigon’s response with an email that quoted the product + warranty standard I was supposed to receive – and here it is, direct from Z.H.’s website: “Each of the Zero Halliburton, Inc. (“ZHI”) luggage products is manufactured to the highest industry standards and is covered by the ZHI Limited Lifetime Warranty (“Warranty”). The ZHI Limited Lifetime Warranty protects the original purchaser against defects in workmanship and materials.”

And here is another beaut, sourced from Z.H.’s ‘contact us’ webpage: “Attention to detail and unequalled standards of quality are what set ZERO Halliburton apart.”

Stating the obvious, nowhere in this warranty does it state that functionality is the only standard that Z.H. upholds – and why on earth would any company that charges approximately $800 for a piece of carry-on luggage assume that this would be acceptable?

Unfortunately Ms. Pawigon chose to further distinguish herself by using another angle, she ditched the 'functionality' spiel and switched instead to claiming that manufacturer's defects show up right away & since my luggage was 7 years old (on a piece of luggage that features a 10 yr warranty) the handle deformity was due to "wear & tear”.

Apparently Ms. Pawigon was not willing to believe me that I had discovered this defect back when I purchased it, she was also not willing to consider the condition of this piece of luggage that I had presented to her (i.e. brand spanking new / see jpeg images below) instead she deemed it ethically acceptable to base her decision solely on age & ‘wear & tear’ - on a piece of luggage that shows zero wear & tear (pun intended).

For arguments sake I also have to question why, if manufacturers defects always show up right away, what is the point in having a 2, 5, or 10 year warranty? Since in this scenario all that would be necessary would be a few days time, 30 days tops to see that there are no defects. 

But I think any reasonable person knows that all manufactures’ defects do not always show up right away (and in this instance this wasn’t even the case).

Also, if normal wear and tear causes Zero Halliburton handles to warp and distort like this (which I have never seen on any other piece of luggage I have ever owned) then this is actually worse than a brand new defective piece because this then means that through normal wear and tear this is what the ‘proud’ owner of a Zero Halliburton can expect.

From my perspective it appears that Z.H. care more about winning an argument with a customer who purchased an $800 Zero Halliburton product, than they do about the reputation of Zero Halliburton (a reputation that as far as I am concerned is not even worth the cost of the handle).

I will also point out here that all the jpegs you see noted above were forwarded to Ms. Pawigon, images of my Z.H. Carry-On that shows it to be quite literally in 100% factory fresh, brand new condition. Furthermore (as I mentioned in an email to Ms. Pawigon) I was willing to bring this luggage to any Z.H. dealer to prove that this piece is indeed one and the same from the images I sent to her. But Ms. Pawigon was unwilling to budge.

When I attempted to contact other people at Z.H. to see about a resolution, I was subjected to having the phone hung up on me and then at one point I spoke with another senior representative named Mr. Miyako who over the phone and in an email (on Nov. 17^th) promised to "definitely" get back to me the following day.

Unfortunately Mr. Miyako did not honor his promise and to this date I have not heard back from him. (Each time I have called since he has been ‘busy’).

My take away from this is that, from my perspective, Zero Halliburton do not seem to care about me, their customer and if I were anyone else who was considering the purchase of a Z.H. product I would be very concerned that I too might be treated in a similar manner – and for 100% certain; I will never again make the mistake of buying anything made by Zero Halliburton which as I have now been informed - all the new product is made off-shore, in China.