Ordered a Heys Azor 30" suitcase on October 8 2021 from the Heys.ca website (Order #87546). It arrived on October 12, 2021. It seemed to be in good condition. I put some clothing in it and went on a trip. Heys is a Canadian brand of suitcase by the Sheikh family and I wanted to support fellow Canadians.
However, from the very beginning, the wheels did not roll as smoothly as my friends' Heys Astro suitcase. I thought my suitcase just needed some time for the wheels to adjust or something.
It has only gotten worse, and it's only been 6 months. With additional suitcase use in terms of rolling the thing around an airport or across the ground in and out of buildings, it became an unwieldy experience.
This is my third trip with the Heys Azor suitcase and it can't do the thing it was designed to do ---ROLL!
I got down on the ground and took out my camera to see what is going on with the wheels. Well, it's one-wheel housing that's cracked and can't support the wheel properly enough to roll smoothly. Therefore, the suitcase cannot be maneuvered easily, creating stress on the other wheels, and you can actually hurt yourself trying to maneuver it. I hurt my shoulder, the taxi guy hurt his shoulder, and I'm sure a few airport suitcase handlers hurt their limbs as well.
Do not get the Heys Azor 30" suitcase. The wheels are not made to do the job of a suitcase from the start. I am imploring Heys CEO Emran Sheikh to go to China and hire some quality control people to put Heys suitcases through their rigors so this sort of poor construction does not ruin the brand name.
I want a new suitcase that is light in weight, attractive, 30", and has wheels that roll smoothly. I'll gladly send this one back at their expense. I've contacted Heys, but it's the Easter holiday. Let's see how this all goes.
UPDATE:
After some emailing back and forth, Heys decided to send two replacement wheels in the mail to me at their expense. They said normally the customer would pay for the shipping, but since I was a "valued customer" they sent it free. The wheels arrived on April 26th, 2022. Luckily my partner had a handy adjustable Philips head screwdriver (doesn't everyone carry one when traveling?) that we used to disassemble the troublesome wheel and housing.
After the wheel and housing were removed from the body of the suitcase we could clearly see the actual suitcase was also cracked (see pictures).
I emailed Heys with the verdict. Just as I had said before... I wanted a new suitcase.
Heys emailed me back on April 28th, 2022 to say they would send a new suitcase out. All I had to do was cut the straps and divider of the current suitcase to shreds and send pictures of the destruction. That way they could be assured that I wouldn't sell the bag to someone who wouldn't notice it only had three wheels.
They wanted to mail me the same scary model in "pewter" color. I don't want a poorly constructed type of Heys suitcase in ugly-[censored] pewter...of all colors. If I wanted a Heys cheaply made pewter suitcase I would have bought one! At least give me the same color in the same make. Otherwise, I would rather go with my mate's Heys Astro type suitcase which seems to be more sturdy and is performing the function it was designed to do admirably. I emailed Heys with this information and even added I would be willing to pay the difference in cost for the ASTRO 30" suitcase in purple (they have it in stock online).
I am waiting to see what Heys says and will write an update shortly.
UPDATE:
May 11th 2022
Received a new Heys EZ Access 2.0 suitcase 30” in light purple delivered at no cost to my hotel. They don’t have the Astro bag in a 30”. The EZ Access 2.0 does not have a divider and does not open in the middle of the bag. But at least the wheels are working as they should without any items it the bag.
UPDATE:
June 12th 2022
Just returned from a trip using the EZ Access 2.0. The plastic zipper is broken. Luckily my clothes didn’t fall out. I’m disgusted with this company!
UPDATE June 20 2022
They want me to bring in their defective suitcase and if it can’t be fixed offer me another in store credit for another crappy Heys suitcase. So drive around making two trips and wasting my time over a crappy product. I passed on the offer. I ordered an “Away” suitcase online (to match my Away carry-on I’ve had for 3+ yrs) and so far so good.
Desired outcome: I want some type of refund on my credit card as the products were less than a year old. I also want them to acknowledge that their products have poor quality control and some bags can't handle normal suitcase handling.