Suitcase Wheel, Zipper or Seam: The 5 Problems That Reach Our Repair Lab Most

The five problems that reach our repair lab most often are, in order: broken wheels, seams and straps that came open on bags, zippers, cracks in the suitcase shell, and a telescopic handle that gets stuck. Most of them can be prevented with simple habits, and most are covered by the 12-month warranty when it is a defect rather than outside damage.

This list wasn't written off the top of our heads. We went through hundreds of requests that reached our customer service and our repair lab, and ranked them by what comes up most. Here is what we learned.

1. A wheel that broke or came loose

This is the most common problem on the list. The wheels are the only part of the suitcase that touches the ground all the time, and they absorb every curb, every step and every toss onto a conveyor belt.

How to prevent it:

• Lift the suitcase on stairs and high curbs instead of bouncing it over them.
• On a rough surface, pull it on two wheels at an angle rather than pushing it on four.
• Don't stand or sit on a suitcase, not even for a moment in a line.
• After every flight, spin the wheels by hand and check that no hair, threads or gravel got caught in them.

If it has already happened: wheels are covered by the 12-month warranty. A wheel that broke on a flight is the airline's responsibility, so it is important to file a damage report at the airport before you leave the terminal. For a repair after the warranty, send us a photo and get a quote, because the price depends on the type of wheel and the work. And if the suitcase is from another brand, every manufacturer has its own wheel housing, axle and screws, so we first check from a photo whether a matching part exists. If you want to try it yourself, you will find a detailed explanation in the guide to replacing a suitcase wheel.

2. A seam that opened or a strap that tore

This is the second most frequent problem, and it is almost always backpacks and shoulder bags: a seam on the shoulder strap, on the top handle or at the base of the strap.

How to prevent it:

• Don't load the bag beyond its volume. A bag that only closes by force stretches every seam.
• Carry a backpack on both shoulders. A heavy bag on one shoulder puts all the weight on a single seam.
• Don't lift a full bag by the small top loop if there is a carry handle.

If it has already happened: seams that opened without unusual load are covered by the 12-month warranty for bags. Within the year, an open seam is repaired by us at no cost, and the repair takes up to 20 business days.

3. A zipper that came off the track or got stuck

Many zipper requests are solved without reaching the lab at all. Two situations come up again and again:

• The zipper slider came off the teeth on one side. Bring it back to the start of the track, and with pliers press gently on the slider to tighten it again. Pressing too hard breaks it.
• The lining gets caught in the zipper of a new bag. This is normal in a new bag, and it sorts itself out after a few days of use, once the lining settles into the bag's shape.

How to prevent it: don't close a zipper when the bag or suitcase is packed to the limit, because the tension is what pulls the slider off the track. If you need to press on the lid to close it, it is better to take something out or use the expansion.

What is covered: zipper sliders are covered by the 12-month warranty. Zipper teeth damaged by a blow or by stretching are a different story: that is damage to the zipper's structure, and it usually cannot be repaired.

4. A crack or dent in the suitcase shell

Cracks reach us less often than wheels, but they are more frustrating. Many times they happen during baggage handling on a flight, when a suitcase is thrown or crushed under other suitcases.

How to prevent it: don't pack a hard-shell suitcase half empty, because a shell with no support from inside is easily crushed. Put hard and fragile items in the middle, surrounded by clothes, not pressed against the side.

If it has already happened: damage by an airline is the airline's responsibility, so the important tool is the damage report (PIR) you fill in at the airport. With a valid report on a Camel Mountain suitcase, you get a new suitcase from us at no additional cost. All the details are in the guide to damage reports for suitcases on flights. One more thing: our 100% polypropylene hard-shell suitcases, such as the Navigator series, carry a 10-year warranty on the base, meaning the frame, the shell, cracks and structural breaks.

5. A telescopic handle that gets stuck

The telescopic handle is less frequent on the list, but when it gets stuck you can't use the suitcase at all.

How to prevent it:

• Push the handle all the way in before you hand the suitcase over at the counter. A handle that sticks out is the first thing to get damaged on the conveyors.
• Don't lift a heavy suitcase by the telescopic handle, and don't drag a suitcase up stairs by it. That is what the top handle and the side handle are for.
• When the handle gets stuck, don't pull by force. Press the button all the way again and move the handle slightly down before lifting.

If it has already happened: the telescopic handle mechanism is covered by the 12-month warranty. We also have a practical guide to fixing a suitcase handle.

How to bring a bag or suitcase in for repair

1. Send a photo of the problem by email, with the invoice if the product is still under warranty.
2. Get the product to our lab, as coordinated with our team.
3. Allow up to 20 business days for the repair.

And if a repair isn't worth it, there is a trade-in option: hand in an old suitcase or bag of any brand in any condition, and get new ones at a special price lower than the site price. The old ones are collected and donated, refurbished or recycled. Exactly what happens at each stage is explained in the warranty service guide.