Story 1 · the fight
Away replaced an eight-year-old suitcase with a hairline crack for free after hundreds of uses across six continents
The argument is whether durability comes from the warranty or the construction, because this suitcase failed where the user sat on it but the company still honored the replacement.
I think this proves the warranty is the product — the polycarbonate shell cracked exactly where physics said it would, but Away eating the replacement cost after eight years is what you actually bought.
My read is the suitcase did its job — hundreds of uses, six continents, zipper and wheels still perfect, and it cracked in the one spot that takes impact load it was never designed for. The warranty is nice but the construction already won.
Where it breaks: Does a lifetime warranty on a consumable item change what you should pay, or is it just marketing for a product that should cost half as much?
- After 8+ years and 100's of uses, my Away suitcase cracked. They're replacing it free! · reddit.com“I bought an Away carry on (the model is called Carry on) suitcase in May 2018. I travel weekly for work and personal life, and have used this suitcase a TON. It's been to 6 continents, thrown down stairs, dragged on cobblestones, sat on during flight delays, overstuffed to the max, and pretty much shown every abuse possible. The zipper is still perfect, the wheels still glide like butter, but I noticed last week a hairline crack in the top of the case.”