I’ve been a long time Tumi customer, and always found their luggage to be excellent. I figured I’d be a lifelong customer, but I guess not anymore. Everyone raves about Tumi luggage, so I had assumed their bags would be of decent quality and come with a good warranty.
My primary bag is a 22” Tumi T-Tech, which served me well for a couple of years of heavy travel, but just last month the handlebar broke to the point that it automatically slides down all the time. To add to that, just today while in the security line at ORD, the strap for my Tumi laptop bag fell off, because a chunk of metal from the connector to the strap somehow fell off. No clue how that happened, and I’ve only had the laptop bag for a bit over a year. At $400 for a laptop bag, I was definitely hoping for better quality than what I received.
What’s disappointing is that I went to a Tumi store regarding my T-Tech last week, and the best solution they had was to send the bag to Tumi (I pay for shipping), and they’ll try to fix it and charge me accordingly. Now it’s a $300 bag, so by the time I pay for roundtrip shipping and what’s probably their inflated “fixing charges,” I’m not sure it’s worth it. The lady couldn’t even indicate to me a ballpark figure of how much it would be or whether they could even fix it.
As far as my laptop bag goes, I paid nearly $400 for it, so I expected that to last for a while. I can understand that my T-Tech broke after a lot of heavy travel, but this is a laptop bag, and just shouldn’t break so easily. And it’s not like the leather was showing signs of wear, but instead a chunk of metal fell off. That’s just unacceptable, in my opinion.
I just called Tumi customer service, and again, they just told me to send it in. I’d like to know what I’ll be charged, since they have a very murky warranty policy. This is the policy for the T-Tech. I have no clue what that means! What’s a defect vs. wear and tear? Is a handlebar breaking wear and tear? Is a chunk of metal wear and tear? Given the high quality products they claim to have, I doubt they’d admit to “defects” on both of my products.
In the past I have always raved about Tumi and assumed their customer service would be excellent, though I’m not pleased as of now.
Funny timing, because Briggs & Riley sent me a bag to try out a couple of weeks ago, and I had my mom take it on our trip this weekend. I’m in love. It’s a beautiful bag, very functional, and most impressively, Briggs & Riley bags come with a lifetime warranty. I wasn’t a fan of the previous Briggs & Riley bag they sent me, and even thought it was overpriced, but now I see their bags as ten times as valuable as Tumi bags. Their bags come with a lifetime warranty, virtually no strings attached. Hell, they even cover airline damage! Check out the simple warranty listed on their website. And the readers that left a comment regarding Briggs & Riley all raved about the warranty.
Anyway, I’ll be posting a separate review of that bag shortly, because I really do love it, but I think I’m done with Tumi. Time to find a Briggs & Riley laptop bag, I guess!
Am I totally missing something with Tumi? I just expect a company that has such expensive bags to have a simpler warranty. Not sure whether to bother sending these in or just retire both bags…