Frequently Asked Questions
Q) Do you use original rollers/wheels?
Ans: Depending on the age and brand of your trolley bag, the recent years have seen more and more trolley bags adopting low density, lightweight and high plastic content rollers that fall apart even when kept in storage. We do NOT have these.
We adopt time-proven old school rollers that will last for a long time if used and stored under normal conditions.
On this note, the following characteristics best describe the roller we employ:
a) quiet
b) durable
c) high load-bearing
2) Is there guarantee/warranty for the rollers/repairs?
Ans: We use rollers of the highest quality characterised by its superb quietness, high load carrying capacity and great durability. However such qualities are not without limitations. For example, if the luggage is use on very rough terrains, the useful life is going to be dramatically shorter than when it is used on smooth surfaces. Since we are not in a position to demand that the luggages must be kept away from such conditions, we thus do not offer guarantees for the rollers.
On this note, this is a gentle reminder that most, if not all, luggages and their parts are made of fragile plastics and light duty aluminium, and should be handled accordingly.
Therefore we reiterate that no warranty nor guarantee is expressed or implied for ALL repairs.
P. S. Note on roller hub covers: while these are removed with utmost care, due to its plastic nature, there is a possibility that they may break in the course of removal and installation. The customer assumes this risk when they assign the job to Bugis Store.
Ans: We use rollers of the highest quality characterised by its superb quietness, high load carrying capacity and great durability. However such qualities are not without limitations. For example, if the luggage is use on very rough terrains, the useful life is going to be dramatically shorter than when it is used on smooth surfaces. Since we are not in a position to demand that the luggages must be kept away from such conditions, we thus do not offer guarantees for the rollers.
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| Roller that we installed with professional tools to yield professional results |
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| How the roller looks when sent in for replacement. The edges of the rivet were serrated, probably installed by an amateur (installed without professional tools) coupled with poor quality roller is a sure recipe for future disaster |
On this note, this is a gentle reminder that most, if not all, luggages and their parts are made of fragile plastics and light duty aluminium, and should be handled accordingly.
Therefore we reiterate that no warranty nor guarantee is expressed or implied for ALL repairs.
P. S. Note on roller hub covers: while these are removed with utmost care, due to its plastic nature, there is a possibility that they may break in the course of removal and installation. The customer assumes this risk when they assign the job to Bugis Store.
For 8 wheelers, the hub cover can not and will not be reinstalled.
Luggage tags/keys: please remove all luggage tags/keys prior to sending the luggage for repair as we will not be responsible for broken tags/keys at any time of repairing.
Luggage tags/keys: please remove all luggage tags/keys prior to sending the luggage for repair as we will not be responsible for broken tags/keys at any time of repairing.
3) The trolley does not go straight after replacing the rollers.
Ans: This is highly unlikely and is definitely not caused by the rollers we use. The problem should be pre-existing. The onus is on the customer to demonstrate to us that the trolley does go straight fully loaded before going ahead with the replacement.
Ans: This is highly unlikely and is definitely not caused by the rollers we use. The problem should be pre-existing. The onus is on the customer to demonstrate to us that the trolley does go straight fully loaded before going ahead with the replacement.
4) Can you repair a trolley that doesn't go straight ?
Ans: This is likely due to a structural problem and we are not equipped to do this.
Ans: This is likely due to a structural problem and we are not equipped to do this.
5) One or more of the trolley rollers with the holders is missing.
Ans: The effort for the repair in this instance usually outweighs the perceived economic value for the repair. Therefore we don't offer repair services in this respect.
Ans: The effort for the repair in this instance usually outweighs the perceived economic value for the repair. Therefore we don't offer repair services in this respect.
6) Do you provide quotations for me to claim damages to my luggages from the airport?
Ans: As we only offer superior quality replacement parts and excellent workmanship, we are therefore not competitive and thus do not participate in such exercises.
Ans: As we only offer superior quality replacement parts and excellent workmanship, we are therefore not competitive and thus do not participate in such exercises.
7) My rollers looks like melted. Can this be repaired?
Ans: In most cases, yes. Surcharge applies.
8) I can't open my luggage. Do you provide luggage lock opening service?
Ans : No. We can offer to replace the lock, however.
Ans : No. We can offer to replace the lock, however.
9) Can I change my 8 rollers to 4 rollers or vice versa?
Ans: No. Same reason as (5)
Ans: No. Same reason as (5)
10) How long does it take to change the rollers?
Ans: We can make arrangements to do a hasty repair if needed, but wouldn't advise it. Surcharges apply.
Ans: We can make arrangements to do a hasty repair if needed, but wouldn't advise it. Surcharges apply.
In general, if all the resources required are available and there isn't a queue, you could be looking at about an hour for the repairs to be completed.
11) Do you provide collection and delivery service?
Ans: No, currently this service is only open to long term corporate customers.
Ans: No, currently this service is only open to long term corporate customers.
12) Can I take back my old wheels?
Ans: No. The old wheels for the normal range of luggages are cut, rendering them unusable.
13) Does the company charge GST for the service(s) rendered?
Ans: No. The current turnover of the company is still in the range where GST collection is not mandatory.
14) Only one wheel is spoiled. Can I just change the damaged wheel only?
Ans: Sure you can, although it is not recommended by us. For 8 wheelers you will have to replace the set (of 2 wheels) with the damaged wheel.
Terms of Service:
Payment : Cash in Advance
All payments made are non-refundable and non-exchangeable.
Payment : Cash in Advance
All payments made are non-refundable and non-exchangeable.