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I sent in my old Tumi bag (Alpha Bravo Monterey, I believe) for a strap repair last month. They make a superb product and have a nice warranty (at least on paper) but this is the first time I've had to send something in for repair. Its like pulling teeth to get a response. They won't even tell me if its covered under the warranty (although I'm pretty sure it is) and just email a canned statement about it being under review. Its been almost 6 weeks now and I handed it to the local Tumi store rep back on that day so I know they got it. Whats up with that?

Hate to bad mouth them because the bag itself is excellent. I've had a whole lot better customer service with previous problems of this type with other companies though. Vanquest is a superb company to deal with and when my Thule sling pack had a tear on an inner zipper last year, they just sent me a brand new bag...and apologized for the inconvenience even. Maybe they spoiled me so other companies really have little chance of matching up with that?
 

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I am a HUGE Tumi fan and have used their leather computer bags for a long time.

So far I have never personally experienced a problem with them, but I also have never had to send my bag in for repair.

I can say that I beat the crap out of my Tumi computer bag and travel with it in multiple airports every single week. The bag takes an incredible beating and never, ever shows any wear, which is pretty incredible.

I have this bag -



Tumi elevates your travel and business experience with Alpha 2, the pinnacle of our design innovation, engineering, functionality and performance. The collection embodies Tumi's commitment to making the best better; it incorporates design and feature improvements as well as Tumi’s proprietary and patented technology. Alpha 2’s soft travel and business cases are characterized by ultra streamlined designs, clean and modern styling details and advanced functionality. A slim, organized leather brief for 17" screen laptops. Features include a padded laptop compartment, padded tablet pocket and a zip pocket with Tumi ID Lock™, which protects personal data encoded on most IDs, credit cards and passports. The exterior has two U-zip pockets including one with a waterproof lining for an umbrella or water bottle. Made from Tumi’s full-grain nappa leather with ballistic weave-inspired accents and interior lining. Our patented articulating shoulder strap is designed to stay comfortably in place


 
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