It can be difficult to get repairs on luggage purchased through certain "grey" market resellers. I went through something simlilar after buying a Samsonite bag through and internet reseller several years ago. We hope you followed Tumi's original instructions,documented on their web site, which require you contact them first, before sending in your product.

If you have everything properly documented (who, what, where, when, why and how), I would first call cust service. Make sure you note the name of the folks you speak with and the dates. If you feel you have a legitimate complaint and cust service won't help, ask to speak to a manager or supervisor. Again, make note of names, dates and responses.

Finally, if you still don't get satfisfaction, pay the toll charge and call the corp main number (908) 756-4400. Ask for the Office of the President, Laurence Franklin. While you prob won't get him, make sure whoever you speak with (secy, assistant, whoever) understand you are a customer and have a complaint and have not received satisfaction from cust service.

In any case, always speak calmly and professionally to everyone. Don't yell or use obscene language. This does not help and can make things worse.

Good luck! I hope this helps. Let's us know the results.

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Michael Steinberg
Editor
BizTrip
http://www.biztrip.com