I have more or less the same problem.
After 2 months the suit locker broke.
I sent two emails and phoned twice and Tumi customer service just sent me forward and back from email to phone and vice-versa.
Now, I not only think that the quality of the suitcases is not good, as they have the worst customer care ever.
Don't see a reason for buying Tumi in the future even if the price was 20% what it is.
Be careful because it is more marketing than quality.
Best,
Paulo
Originally Posted by
bioyuki
I own a lot of Tumi products...luggage, wallet, etc; after today I will never be buying Tumi again.
I was standing around waiting for the train to come and my Tumi Alpha laptop bag's shoulder strap completely failed. The bag fell to the concrete and my new $3k laptop has a big dent in it.
I stop by the Tumi store hoping to get a replacement while my bag is repaired. The store clerk was very surprised my bag broke considering how little I was carrying in it. She said there was nothing they could do. My bag was been sent for warranty repair and the earliest I get it back is 3-4 weeks. I left the store with all my stuff in a Tumi shopping bag and spent the rest of the day going to investor meetings embarrassingly pulling my dented laptop out of a shopping bag
I spent the extra money on Tumi in the past for 1. a quality product that will stand the test of time considering how much I travel and 2. excellent service in the event that the product does fail. Tumi has failed on both of these accounts today.
Tumi = overpriced with terrible customer service