I'm now at 72 hours (3 business days) on an email request for parts for my Tumi Alpha 22" suiter. Zero response. You have to log in with a tracker and product ID which I did.

This is the 8th Tumi product I've owned. I need corner guards and a skid plate to get this thing back in shape. Instead of a response the printed confirm is "ship your items" to - "Tumi Repair Facility." That's in Atlanta and about $25 shipping and zero detail on the repair estimate.

Another example of the shoddy and indifferent CRM from Tumi and why B&R appears to have the upper hand on the balance between quality bags and service. I'll be calling Tumi tomorrow to ask what's going on and will report back.

No reason for me to throw another $600 for a new suiter or ship for an indeterminate amount for "repairs" + shipping that could be $200 or more. If in 10 minutes I can fix it myself - which I can.