I was also so dissatisfied with Tumi repair that I won't buy Tumi luggage anymore. I bought one of their early day packs and the shoulder strap seam was improperly stitched and came apart. I had a very big hassle with Tumi (I did have the sales slip; the bag was only a few months old; they said they couldn't repair, no longer manufactured, wanted me to pay the difference for a more expensive (and heavier, leather) version. I used a large safety pin to hold the strap on and tell the story to anyone who asks!)

I think Tumi design is beautiful, most items are also functional, the two I've had have been quality materials poorly assembled.

Sylvia