I bought a Tumi Body Pack. Shoulder strap tore, and, as instructed, I sent it to their official repair shop in AZ. Got a phone call from NJ headquarters saying bag is defective and guaranteed, they will replace it. And they will have none for three months (it later became apparent the model was disontinued and the new ones are smaller, won't hold my laptop). So after some discussion, no bag available, no cash refund (I should call store where I purchased, a NY luggage discounter, Tumi doesn't give refunds), Tumi gift certificate offered (useless to me) if I return the bag, ... So I asked that they just repair it, I would accept that it was defective and repaired and if they ever made a similar model, would then consider exchanging it.

That seemed fine, and they would even reimburse postage and send me a confirmation letter of this agreement.

No letter, no postage, and bag returned yesterday unrepaired with no paperwork or explanation or ...

I immediately emailed again. No reply.

Action suggestions? The bag cost $185, a lot to just let go of, and it's the only pack back I have lately been able to use (the ergonomics, wide shoulder strap, size, balance aspects).

Sylvia