Originally Posted by donho00

I have an ongoing problem right now with Tumi

I was traveling a lot and all my generic suitcases/luggage was falling apart after so many trips. I was sick of buying $100-$200 cases that didn't last.

My brother in law tells me that he only buys Tumi, they have a lifetime warranty.
I looked at them bags and found a large wheeled duffle I loved. It fit anything and because it was a duffle, you can really stuff it.
So I picked it up, I think it was 650-700 bucks. But considering the lifetime warranty, I assumed it was well worth it.

So I start using it a lot. It was durable, the ballistic cloth was scratch and seemed tear proof. I had that bag packed on many trips. up to almost 70lbs on many trips

The bag started to feel more flimsy. I realize its a duffle, but a hard bottomed duffle. It felt like a lot of flex. But no worries, I kept using it. I just went and came back from Asian and when I arrived there, the bag had a split corner seam. NOT a tear, it split the stictched seams on the bottom corner. It was not ripped or torn, but the bag was coming apart. I came home and it seemed to be the same.

I called Tumi and assumed an easy process. Considering the company HQ is a few miles from where I live!
They tell me to send it in. To GA!!?? I said the HQ is right here. They tell me they do not handle repairs. I ask her HOW DO I send this massive bag? it is NOT collapsible. It would need a huge box. The lady tells me to bring it to fed ex or UPS and they can pack it and ship it. I said do you have an account? They said NO, you pay the costs???
I tell her it would be over 100 bucks to ship it, she says I can bring it to the local Tumi Retailer and they can send it in for a flat 25.00 fee.
Fine, I bring it to Tumi in Short Hills and they charge me 25 bucks and off it goes. They tell me 4 weeks, so they offer me a loaner. I mention that besides the split seam, the bag feels flimsy. They tell me they will call me.

Less then two weeks and it is today. I get a call from Tumi in Ga. The lady says the seam can be repaired. But the frame is broken and is NOT repairable. I am thinking, a new replacement bag. BUT NO. She tells me it is not covered since it is airline damge? I ask her how is it damage, it was not cut or torn, the seam popped the stiches.
She said they cannot fix it, and they will not replace it. But I can buy a new Tumi bag at a discount???? Now they make this bag for travel, most likely on a plane. But the warranty doesn't cover any repairs due to airline use after one year???? How is that? ..., does this warranty cover. She said defects in manufacturing???

I argued and she said she would ask the repair guy if they can fix it. and call me back. NO WAY am I buying another Tumi bag at whatever discount. Especially since I know the warranty is garbage.
She claims they can fix the seam. I might just have them do that and take the bag back. Flimsy as it may be, at least it is usable! I plan to talk to a supervior when she gets back to me. But I am assuming she will not honor anything, so what do you guys suggest??
I don't mind paying more, if it is durable and has a quality warranty. I need a large bag, can be a large puller or a large duffle(wheeled) No hardshells.

thanks for letting me rant