I started a short discussion on Tumi warranty/customer service a few months ago. For an out-of-warranty bag that needed to be fixed. In the end, although it was a pain to get the parts they were not terribly expensive - for $25 I got new wheel assemblies, corner guards, the skid plate and wear strips for an Alpha carry-on suiter. I did the repairs myself. It was probably faster then sending it in, under warranty or otherwise. But as you'll read it was a convoluted process to get the parts. Once I got to the right person it went pretty well.

http://www.flyertalk.com/forum/trave...countdown.html

Wheeled bags are the only Tumi products I've had that needed service - and never the fabric or zippers. Just the parts described above.