That does it for the Tumi

October 11 2006

Not even three years ago, I bought what I thought would be the laptop bag for a long time from Tumi.  In the last few months, though, it started to deteriorate quickly.  There were two tears in the fabric, including one at the shoulder strap mount point.  The exterior on the back/bottom was all scruffy, both from a poorly-designed velcro location and from general on-the-floor wear-and-tear.  And the straw that broke the camel's back was when the zipper busted in two different places during last month's Australia trip (which, ironically, is where the last laptop bag busted as well).  So, knowing that Tumi has a great five-year warranty, I spent $25 a couple of weeks ago and had the local Tumi store send it in.

Today, I got a letter from Tumi asking me to call.  They have determined that my bag cannot be repaired under the warranty.  So much for "free from defects in materials or workmanship, including wear and tear," (emphasis mine)

Tumi's offer is a 50% discount on any current model bag.  Honestly, if the last one didn't hold up for even three years, why in the world would I want to buy another Tumi -- even at 50%-$25 off?  That doesn't work for me.  I need a durable computer bag, no questions or caveats.  I will probably move over to Briggs&Riley, who I've discovered seem to be best-in-class these days (also recommended by Kathleen McGivney, who has even more butt-in-seat miles this year than I do).  They have a myriad of choices -- I'm sure one is going to work for me.

Or maybe I just need to become a nomad. :-)

Ed Brill Highland Park, IL USA Category:  Travel  Add/View Comments [30]

Post a Comment

  1. 1  Kurt B http://www.onthehoist.com | 10/11/2006 9:53:17 PM

    Or get an 8700 Blackberry ;-) but don't get the lambskin case from EBay as it falls apart too.

  1. 2  Charles Ahart  | 10/11/2006 9:54:49 PM

    Wow. At the prices Briggs & Riley charge you might has well go to Coach. My Coach laptop bag is going on 9 years old. Not a single problem with it. Although it is looking a bit like something out of Indiana Jones at this point. This bag goes everywhere I go. It certainly has outlived at least 4 laptops by now.

  1. 3  nick  | 10/11/2006 9:59:53 PM

    ed ,

    get a crumpler

    1) nuke proof

    2) waterproof

    3) had a buckle break , walked into the store , 5 secs later new buckle

    4) warrenty is for as long as you are breathing

    { Link }

  1. 4  Ed Brill http://www.edbrill.com | 10/11/2006 10:05:59 PM

    @3 sounds great but must.......have........wheels.

  1. 5  Brian  | 10/11/2006 11:04:27 PM

    If you give up on the must have wheels thing and don't mind a backpack bag.. I love my bag that I got at REI. Has a pocket for everything.

    { Link }

  1. 6  Bruce Elgort http://www.TakingNotesPodcast.com | 10/11/2006 11:23:29 PM

    I thought Alan carried your bags around for you.

  1. 7  Bill Geimer  | 10/11/2006 11:23:51 PM

    Or just put Lotus in your pocket - travel with the 1 Gb USB 2.0 flash card with your 7.0.2 client and room to spare for the Domino 7 blog template. :<) Should confuse the heck out of the TSA at the USA airport security gates.

    @1 - how many countries will the Blackberry work in? Just a question from somebody who has avoided them like the plague so far.

  1. 8  Bill Geimer  | 10/11/2006 11:26:36 PM

    FYI: I got the nomad reference in your post, Ed. I just had to go for the Lotus in your pocket line.

  1. 9  Mark Elgar  | 10/12/2006 1:11:04 AM

    another vote for the crumpler, great bags..

  1. 10  Erwin Manzig  | 10/12/2006 1:41:28 AM

    Ed, you might want to try a Rimowa. Arguably the best cases in the world, as far as I know they also feature a notebook series called attache , I think.

  1. 11  Ben Rose http://www.jaffacake.net | 10/12/2006 1:51:19 AM

    @7 - I have an 8700v and it's quad band meaning it works throughout Europe, North America and Japan - signal strength dependant.

    I'm sending one over to Japan with one of our execs soon for testing.

  1. 12  Flemming Riis  | 10/12/2006 2:47:09 AM

    3years aint bad with your travel.

    But get a halliburton next time :)

  1. 13  Kerr  | 10/12/2006 3:47:45 AM

    Ed, where did you get the quote "free from defects in materials or workmanship, including wear and tear," from? The warranty page you linked to explicitly excludes wear and tear. "What's not covered by the Tumi warranty?... ...nor does it cover normal wear and tear...". Their warranty seems pretty rubbish to me, nothing to brag about.

    For a company to prominently advertise a five year warranty that includes wear and tear then exclude it in the small print is sharp practice and surely against the law. It certainly is in the UK.

  1. 14  Ed Brill http://www.edbrill.com | 10/12/2006 4:04:20 AM

    @13 it's the first sentence on the same page.

    Maybe we're reading different pages somehow (based on country)??? Because the link I'm looking at doesn't have a "what's not covered..." phrase and the "nor does it cover" phrase on my link says, "nor does it cover minor cosmetic damages (such as abrasion, scratches or fading)". The issues I sent the bag in for were not abrasion, scratches, or fading.

  1. 15  Ed Brill http://www.edbrill.com | 10/12/2006 4:05:39 AM

    @10 I'm a fan of Rimowa (see { Link } ) but it's a bit harder to come by in the US. I suppose if I had thought about it on my Tuesday day trip to Deutschland... oh well, I'll check out what they do in terms of laptop bags.

  1. 16  Volker Weber http://vowe.net | 10/12/2006 6:24:02 AM

    You will wear down every single brand of bags. Go for the one with the best service: Briggs & Riley. Also being a fan of Rimowa I would not encourage you to buy a laptop bag from them.

  1. 17  Patrick Corey http://www.dangsite.com | 10/12/2006 6:28:33 AM

    Ed,

    Have you tried Brenthaven? I got the bag for my MacBook Pro. I like it so much that I use it even I am not lugging my Mac to work. Their claim is the bag is durable and if you drop the bag it does damage the computer inside.

    Hope this helps

  1. 18  Kerr  | 10/12/2006 6:45:22 AM

    Ed - Sounds like we are seeing different pages. You might want to piont out that some readers may see a different page. If you're interested, this is the page I see:

    { Link }

    fxt ballistic nylon, napa leather travel & business designs

    TUMI LIMITED WARRANTY

    What is Tumi's warranty?

    Tumi warrants to the original retail purchaser that the zippers, fabrics, and bindings on our products will be free from defects in materials or workmanship for five years from the date of original purchase, and that all other components will be free from defects in materials or workmanship for as long as the original purchaser owns the product. If one of our products fails during the warranty period due to a defect in materials or workmanship, we will repair or replace the defective part if you return the product to an Authorized Tumi Repair Center, postage paid, together with your proof of purchase and a non-refundable $15 processing fee for a non-wheeled product or $25 for a wheeled product to cover the costs of handling and return shipping. This processing fee should be in the form of a check or money order, made payable to Tumi, Inc. Please note that Tumi reserves the right to increase processing fees as and when we deem necessary. If you experience a defect with any Tumi product covered by our limited warranty during the first twelve months of ownership and need to have it repaired, we will waive our processing fee.

    What's not covered by the Tumi warranty?

    Although Tumi products are made under our exacting manufacturing standards from the finest materials available, our products are not indestructible. Our warranty does not cover damages that result from misuse or abuse of the product (including damage caused by airlines or other carriers), nor does it cover normal wear and tear or ordinary cosmetic damages (such as abrasion, scratches or fading). The warranty also does not cover incidental or consequential damages, such as damage to, or loss of, the contents of a bag, loss of use, loss of time, or similar expenses.

    How do I find an Authorized Tumi Repair Center?

    Call us at 800.299.TUMI(8864) during normal business hours. Alternately, you can also go to our website, www.tumi.com and follow the link for "About our products". We will give you clear instructions on how to get your product to the nearest Authorized Tumi Repair Center for evaluation and repair. Please note that the issuance of a repair service order number does not mean that we have made the determination that the requested repair is covered by our warranty - that determination can only be made by a qualified Tumi technician after evaluating the product.

    Is there a fee for repairs?

    Repairs that are covered under our warranty will be completed at our expense. As previously noted, we do charge a $15 processing fee for non-wheeled products and a $25 processing fee for wheeled products to cover handling costs and return shipping charges for all products sent directly to us. If we determine that a repair is not covered by our warranty, we will send you an estimate for the cost for repairing or refurbishing your product. You can then contact us to authorize the repair or ask us to return the product without repairing it. No non-warranty repairs will be made without your approval. Because of the cost of processing warranty claims and return shipping, we cannot refund the $15 or $25 processing fee, even if repair work is not done by us. Once again, Tumi reserves the right to increase processing fees as, and when, we deem necessary.

    How long will repairs take?

    Turn-around time on repairs depends on the volume of work we are handling and the nature of the repair. Generally, we complete repairs within about 2 weeks from the date we receive a product at our repair center or (for non-warranty repairs) within about 2 weeks after we get your approval to make the repair.

    How does state law relate to this warranty?

    The Tumi warranty gives you specific legal rights, and you may also have other rights which vary from state to state. Some states do not allow the exclusion of incidental or consequential damages, so the above exclusion may not apply to you. Different terms may apply in California. Call 800.299.TUMI(8864) for details.

  1. 19  Ragnar Schierholz http://blog.raschi.de/ | 10/12/2006 8:05:18 AM

    Ed, I'd suggest the http://www5.pc.ibm.com/de/products.nsf/$wwwPartnumLookup/_09N4169?OpenDocument">IBM " Alpha Backpack, which I have been using for about six years now. It has never let me down and you can really stuff a lot of additional material in there, such as folders, paperworks, etc. It doesn't have wheels though.

    If you want something with wheels, I recently bought a backpack / trolley hybrid at the 50th anniversary of the ZRL. If that can live up to the expectations from the Alpha, it sure would suite your needs. But I haven't owned it for long enough to make an educated assessment.

    Both are IBM branded by the way, in your position probably a nice-to-have as well ;-).

    Cheers,

    Ragnar

  1. 20  Ed Brill http://www.edbrill.com | 10/12/2006 10:06:18 AM

    @19 hard to tell from the lenovo website - not like they have any good pictures of those bags! I'll look around more.

    @18 - I wonder how in the world we are seeing different pages? You are still getting US information in terms of phone number etc. But I can't find that page anywhere. What you are reading looks more like what they seem to be enforcing in offering me the trade-up only. I wonder if I should buy a new bag at 50% off and sell it on eBay, then use some of the proceeds towards a decent other bag.... :-)

    @12 I have an allergy to anything named Halliburton but the bigger issue is that their only "wheelie" is US$500+ :-o

  1. 21  Bill Geimer  | 10/12/2006 11:04:47 AM

    @18 The page I see from the link seems to be what Ed quoted, which is at:

    { Link }

    THE TUMI LIMITED WARRANTY & CUSTOMER COMMITMENT

    Tumi warrants to the original retail purchaser that this product will be free from defects in materials or workmanship, including wear and tear, for five years from the date of original purchase. If the product fails during the warranty period due to a defect in materials or workmanship, we will repair or replace the defective part when returned, postage paid, to an Authorized Tumi Repair Center together with your proof of purchase and any applicable processing fees to cover the costs of handling and return shipping. (Within the U.S., the processing fee is $15 for non-wheeled products and $25 for wheeled products and should be in the form of a check or money order, made payable to Tumi, Inc. Please note that processing fees and/or shipping and handling may vary in other countries, and that Tumi reserves the right to increase processing fees as necessary.) If you experience a defect with your Tumi product during the first twelve months of ownership and need to have it repaired, we will waive the processing fee.

    @20 The halliburton allergy is going around like the not so common cold.

  1. 22  Henry Ferlauto http://www.geniusinside.com | 10/12/2006 1:20:01 PM

    I'm a HUGE fan of Briggs & Riley (http://www.briggs-riley.com) . I have at least six pieces from them, collected over the years.

    Their customer service is excellent. The warranty is iron-clad, lifetime, no questions asked. They don't care if you intentionally throw it under a bus in a fit of rage; they'll still fix it.... for free.

    They simply charge the shipping to them. So however you get there, once it's in their hands, there is no more cost to you for repairs. I haven't had something in for repair in a while, but I think the turn-around time was about 10 days, plus or minus.

    Yes, their stuff is pricey, but they are actually less than Tumi in almost all cases. It's truly a case of you get what you pay for.

    Their web site needs some work, they do not do a lot of their pieces justice.

    A few pieces worthy of note:

    BR20 - 20" Upright Business Traveler

    http://www.briggs-riley.com/businesscases/rolling/244_20quotuprightbusinesstraveler.asp

    This is the choice for quick overnighter somewhere. The $369 may sound high, but here's a classic case of their website needing a major overhaul. It comes with their "BB108" computer briefcase, which itself runs $119. The BB108 fits inside the BR20; which makes it a dream for going through the airport, up and down stairs, etc. Also, that curved part on the top - built-in toiletry section (meaning plastic lined).

    UWD626 - 26" Upright Duffle

    http://www.briggs-riley.com/travel/activityduffles/336_26quotuprightduffle.asp

    This model replaces a previous upright rolling duffle bag. I prefer duffle bags over the "pullman" type for their weight distribution when carrying up and down steps. But one of their real values is that it is long and narrow. If anyone takes Amtrak, the TGV or like; the ability to roll it down the aisle is priceless. Again, the website's lacking does not do justice to this bag. If you look at the enlarged photo of this bag, direct your attention to the bottom of the bag (which is on the left, since the bag is show upright). You'll notice a very thick "base" so to speak; about 2"-3" in height. That's an entirely separate compartment from the "duffle" portion of the bag. Things in there do not get crushed in the mess of the duffle section. Really clever design.

    640X - Expandable Duffle

    http://www.briggs-riley.com/travel/activityduffles/331_expandableduffle.asp

    I have a version of this bag, probably 2-3 generations ago. It's my typcial overnighter.

    With all of the wheeled bags, the wheels are basically high-quality "roller-blade" wheels. The handle is excellent. It will never accidentlly collapse on you.

    In the case of most of their non-wheeled computer cases, they will have a section on the rear that will unzip exposing essentially a large, sideways belt loop. This is so the bag can snuggly fit over the aforementioned handle of the wheeled bags, making it easier to rush through the airport.

    Stick with their "Baseline" collection and you can't go wrong, the stuff will outlive you. The 2520 denier ballistic nylon is EXTREMELY durable.

    The trick is finding one of their better dealers. You can sometimes find wide differences in inventory and levels of selection. And once in a while you'll get lucky to find someone who was actually trained on the products and can dive even further than I have on all the little details.

  1. 23  Pete McPhedran  | 10/12/2006 2:30:18 PM

    Interesting, I get the version with no mention of "wear and tear" also. Browsing from Canada. Could this be the offending code?:

    <script language="JavaScript1.2" src="/blocks/templates/TumiJavascript.cfm?dsn=Tumi_UK&site_ID=13"></script>

    --Pete

  1. 24  Kathleen McGivney http://www.kmnow.com | 10/12/2006 5:01:42 PM

    @22 - I like the first one you posted, as well. I have seen it in stores for a lot less than the price on the website, as well.

    I have this rolling computer bag: { Link }

    It has an interlocking handle that allows you to lock it onto the handle of other rolling bags. That thing, as well as all my other Briggs & Riley stuff, has been through a couple of years of weekly cross-country travel, and still looks new. A colleague of mine has had excellent customer service from them in re: warranty repair/replacement, as well.

  1. 25  Don McNally http://dmcnally.blogspot.com | 10/16/2006 7:34:52 AM

    The guys at Mobility Today (I listen to their podcast - they seem to travel a lot and have a lot of gadgets) recommend Booq bags (booqbags.com). I can't recommend from personal experience though.

  1. 26  Turtle http://www.weightlessdog.com/shell.nsf | 10/16/2006 4:09:17 PM

    Ed, I've had two Brenthavens, but you may find them unsuitable because they're sized for Apple laptops. Porkier Windows laptops may not fit, but there are some Sony and Toshiba models that probably fit just fine. I haven't been able to destroy mine yet...

  1. 27  John Stevens  | 2/24/2007 8:12:40 PM

    Sorry for resurecting aold issue but I have had the same experience with Tumi. My 30" Wheeled Duffle got caught in the baggage claim conveyor somewhere (probably Philadelphia or Denver) and the moving conveyor sanded a big slice out of one of the wheels. The bag rolls but it's got a slight limp. Paid $25 for Robinson Luggage to send back to Tumi to have the wheel replaced. (Remove 2 screws, pop off the cover to remove the wheel, replace the wheel and the cover and re-insert the screws) Estimate came back that it would be over $350.00 to make repairs and that it was not worth it but that they could offer me a 10% discount off of a new duffle (which lists for over $600.00). Needless to say I called the kid from the store a thief and told him to return my duffle.

    In any case, I am serching the web looking for replacement wheels. In your travels on the Internet did you ever come across any place that sells Tumi replacement parts or hardware like luggage wheels.

    Thanks for any help you can provide.

    John

  1. 28  Jack  | 2/28/2007 3:18:51 PM

    A friend of mine let me know of a US bagmaker that I now rave about. Their bags are TUMI quality, but much, much less expensive and, I think, more interesting style-wise. The customer service is unbelievable too. (Read their testimonials or google them as I did. People rave and now I understand why.) I have the Cargo mambo combo (the Cargo bag with their laptop sleeve and a pouch for cables, etc.) If you buy them together they give you a discount. Plus, their sleeves come in a billion sizes. Seriously worth checking out.

    { Link }

    { Link }

  1. 29  Jack  | 10/24/2009 6:21:07 PM

    Ed,

    Buy Briggs & Riley. I had the same thing happen and have switched over. I had Tumi bags starting in 1991, when they used to have a good warranty. Since they changed the warranty, I actually sent a bag back to them and refused to pay for their outrageous charges. I told them to keep the bag after paying over $400 for it.

  1. 30  Dan DePauw http://dcloud9@aol.com | 6/12/2010 1:23:51 AM

    PUSH Tumi for a repair or replacement...

    In this day and age, BAD PR is the Achilles Heel!

    I am a Captain with FedEx and was told the same thing about a 22" roll aboard suitcase. I told Tumi that I had been their best Ambassador, and....I could also be their worst Ambassador working amongst 5000 other Pilots..... Bottom line, they fixed the bag! It should not take this, with Tumi's price and reputation!