Tumi won't honor guarantee
 

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

Speak with a person at 1-800-322-8864

[This message has been edited by chexfan (edited 10-15-2002).]

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.

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

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

Status:

The suggested 800 number gets to the main TUMI voice mail where after a few menus I left a message which wasn't returned promptly.

So I called Franklin's office, thank you for that phone number, spoke to Vivian, who sounded very competent and helpful and said she'd have my call returned.

I then spoke to the Customer Service Manager who said he'd call back with options.

Which he just did.

He says the product is defective and Tumi can't repair it. I understand that as "won't" repair it because it will be very costly; it needs to be rebuilt.

He has no more in stock. The product has been discontinued.

His is willing to offer me a leather version, retaiing for $165 more, for only $100 more, and not require me to return the defective one.

I said no, I didn't want to spend another $100 and that if I'd wanted leather I would have bought it in the first place. After some back and forth I offered another $50 for the leater deal and he refused that. He didn't seem to understand why I didn't want to spend another $100 to have Tumi honor the warranty.

I have his supervisor's number, Vivian in Franklin's office's number, could I suppose go to small claims.

At the very beginning, Tumi offered a $185 Tumi gift certificate and I would mail the defective bag back. I don't want a Tumi gift certificate, but if anyone here wanted to buy that from me make an offer, I could take that and use the bag as is or take it for repair to a shoemaker.

I was pretty calm, until the very end, assertive, and we left it that he would talk to his supervisor and call me back.

My bottom line is I want to keep the bag, keep using it.

Suggestions please.

Sylvia

Tumi is the worst.
I bought a "wheeling wardrobe" and a garment bag from them. The "wheeling wardrobe" collapsed and they will not repair or replace. They want to blame the airline. A new one is over $1000.00, I think I paid around $700. and only used it 4 times. At that price shouldn't an elephant be able to step on it without breaking it?
The garment bag started to "flake" inside leaving "dandruff" all over my clothes. I bought them both at a regular retail store in the mall and followed all the customer service procedures. Their policy seems to involve getting you to fork over more cash and buy a new bag at a "discount" price so now I have the option of spending more money or getting my broken bags returned. I have been waiting for over 4 months for a supervisor to respond to me. Two days ago the garment bag arrives on my front porch. No note, no receipt, nothing. No word on the wardrobe. Neeless to say I have already replaced these bags with a different brand.

It feels like bait and switch to me.

So even the Tumi certificate isn't really a good option?

I have a Tumi 25" bag that keeps falling apart too. I had it repaired a few times, then was advised in a luggage store to just let it destruct and replace it when it no longer functions.

I guess the best we can do is warn others. And maybe stores like Neiman Marcus to stop carrying Tumi?

The other side is that the ergonomics of the two products I have is superb!

Lawrence Franklin's Executive Assistant, Vivian, was the best I spoke to. I think I'll call her at the end with a summary.

Sylvia

Sylvia, yes it is bait and switch. And the new Travelpro I replaced the wheeling wardrobe with has been used and abused much more than the Tumi ever was and cost around $300.00 including tax & shipping.

I accepted a gift certificate. And I took the bag to the dry cleaner who is mending it. When/if the certificate comes, I will offer it on Coupon Connection - $185 and I'll accept best offer.

Sylvia

Maybe at the store they will let you buy something real cheap with the certificate and get the rest back in cash. I'd try that first.

I was told that department stores won't accept the certificate specialty luggage stores might, and that it would be best to order straight from Tumi. The nearest good luggage store is an hour's drive which is why the Coupon Connection offer seems more appealing.

Sylvia

Perhaps dropping someone at Tumi an email about this thread might make them change their minds? I spend over $700 a year on them and stories like this would certainly make me reconsider making any new purchases, part of why I buy from them is their "guarantee", if it turns out to be worthless I will not be happy...

I have the sense it is *not* a big company, at least at the management side. If anyone is to email, I think it needs to get higher than Warren, to whom I spoke, and Carol, his boss, who supported him. It needs to get to the attention of someone who might care.

Sylvia

Ugh. I'm not quite sure what bag you're looking for (I'm too cheap to buy Tumi), but you might want to look at Eagle Creek. Some years ago when I was still young and interested in backpacking, I needed a good backpack, but wanted one that was ergonomic and wouldn't kill me. I bought an excellent Eagle Creek bag which was wonderfully ergonomically designed (it was designed especially for women). I was so happy with it that I bought a couple of other Eagle Creek products, all of which have held up great throughout the years. They're not bad looking, and they're significantly cheaper than Tumi.

Good luck!

Hmm...makes me glad I bought Briggs and Riley...their warranty is to take care of ANYTHING...including airline damage, have had 3 repairs so far (nothing too major) no problems yet.