I tried Tumi (@Tumitravel) again, to my lasting regret. My first experience was a wheeled laptop roller, circa 2001. One wheel froze up about a year after purchase (skipping ahead, they save $0.10 by using unsealed/unshielded bearings in the wheels, which didn't hold up to Chicago winters). I sent it in for repairs with pictures. They fixed the wrong freaking wheel. When I complained, they told me that (picture evidence notwithstanding) they could not have made such a mistake, and if another wheel broke so soon, it must be abuse. I wound up fixing the bag myself.
Fast forward to last year. I bought a nice-looking Tumi laptop bag. A month ago, the metal plate that the latch turns against fell off. Evidently "innovative products that are designed and manufactured to be the best" doesn't include understanding what Loc-Tite Red is. I called up and asked if they could send me the parts. It's a 30 second fix: front plate, backing plate, and two eyeglass screws. I mean, I can drop the engine out of my freaking race car, so this isn't too challenging. They said no because, get this, they didn't think I could fix it to their standards. I actually agree, because I would do it right.
So I had to drive to their store, drop the bag off, and drive home. All for 2 screws. And the customer service. "World class" evidently means that you cannot ask questions by chat or email and need to call in and wait 30 minutes on hold. They provide no status update, and three weeks after drop-off, they haven't even logged the bag in yet. Bull.
