An attempt of resolution

Perhaps it was not too smart to complain about Dolfi1920 to Lufthansa while trying to find a solution and knowing that my emails were forwarded to them. Yet, except for a few subtle hints I did not receive any feedback on my complaints from Dolfi's agents that I called multiple times over the next few weeks. I will not count the calls, but the approach was to constantly remind about my case so that something is finally done. 

I requested a replacement or reimbursement but these were refused, since the suitcase could be repaired. A strange reasoning as they at that time had only a short description of the damage and no further details. They insisted strongly they needed to collect the suitcase, but offered no solution how to pick it up and transport to Germany for a repair.

After another unsuccessful phone call, I hesitantly offered that I could repair it myself, provided they sent me the appropriate parts. It was after all, just a wheel and the case was intact. To my surprise they agreed, but insisted that their 'specialists' need to examine if it is possible before proceeding. I was hesitant because I was sort of waiving their responsibility and taking more on myself. Although I have an engineering diploma, and strong confidence I can manage three screws, I was afraid of getting wrong or incomplete replacement parts. Nevertheless, I made a few high-resolution photographs and sent them to Dolfi1920.

Mounted wheel

It took them almost two weeks to have a look at the photos and decide whether I can replace a wheel myself. Even though I called them a few times during that period there was no willingness to hasten the process, and everything was 'in accordance to the internal procedures'. To my surprise, finally an answer came that it would not be possible for me to repair it myself, but since the suitcase was judged to be repairable, they necessarily needed to collect it. 

So, after about 6 weeks we were at the start again. The suitcase was in my possession, and the Dolfi's agents were almost forcing me to stay home and wait for a courier which might or might not have arrived on the scheduled day, no guarantees were given (surprise, surprise - third party policy). I refused it decisively, and was only promised in return that a manager, somebody with a bigger decision power would contact me and propose a solution. I was already informed before that a manager was involved in the case but somehow not willing to speak to me, as my request to transfer the call was rejected. Of course nobody did contact me back...

From then on it was crystal clear to me that Dolfi1920 had no willingness to settle the case and they wanted me to give up and relinquish my rights. As previously stated, Lufthansa also considered the matter closed. I had no choice but to look for help elsewhere.