Momo,
Perhaps you should have included in your message what you would like them to do? i.e. Are you looking for a repair or a refund? You might get a better response.
Manor, like many shops in Switzerland, do not believe in Customer Service, particularly if you are not fluent in French. Ask to speak to the manager and if rebuffed ask for the contact details of his manager.
The issue may not be Samsonite's.