I did do this the right way, and very calmly. I decided first to gather some data, called the authorized repair company to find why they'd returned it unrepaired. Turns out the woman who'd promised the repair told them no to because it was "too costly" would cost as much as the bag. She didn't call to tell me that. And Tumi seems to have no bag to replace it with. So I will sleep on this and work on the words and call headquarters tomorrow. The guarantee languague is very clear, repair or replace, and they are offering neither. Also, the repair shop said it would be easy to add a strip of material and restitch but Tumi wouldn't authorize that since it would look patched. So I can easily have that done by a shoemaker, and that's my fall back position. I think they should pay for all this shipping and the shoemaker. I think they haven't authorization to spend actual money. I'll report anything else interesting.

Sylvia