Tumi rights a wrong via Twitter and excels at Customer Service

Most know my commute to work is on an airplane.  I fly a LOT.  More than what seems a reality.

About five years ago, after going through two sets of cheap luggage in a year, a fellow road warrior suggested I buy Tumi luggage – as he used it and never had to go through a replacement, just some minor repairs from time to time.  I looked into it, and after saving up, bought a carry-on bag.  I had spent 1/3 of its cost on the two bags I had bought that year, so it was easy to justify the cost.

That bag has turned into my best friend.  I know exactly what to expect from it, including how many days I can pack into it.  It’s really an incredible bag.

Occasionally, as my friend said, it needed repairs.  A plastic piece here and there.  A wheel.  A zipper issue.  No biggie.

Last week, when I flew home from Miami, I noticed the zipper was becoming more and more chewed up.  And, the bag was coming apart at that zipper area.  Time for repair.

I visited the local Tumi store the next day, assuming that I could have it repaired there.  Well, without going into a lot of detail, I was more than disappointed with the process to get my bag fixed.  But, what I didn’t know, is that the real process was not communicated well to me.  It was more than frustrating.  I was told by the local store to contact corporate to get my bag fixed.  I did.  I also posted my frustration on Twitter.  I quickly heard back from Corporate, and the situation was (almost) immediately fixed.  Exchange below:

The next day, I heard almost immediately from a District Manager.  She was AWESOME and blew me away with her pursuit to fix the problem, and she did it in NO time whatsoever.  Thank you!!  :)

My expectation: To get my bag fixed.

Tumi’s expectation: To right a wrong and take care of a rabid Tumi fan

They did just that.  I can honestly say that in today’s marketplace, Customer Service can win or lose the game.  Businesses and people are not perfect.  We/They/I make mistakes.  BUT, it’s the way you respond to those mistakes that makes you shine.  I used to say that all the time when I had a team of people working alongside me in my business.  It’s true.  And it was true in this situation.

If you are looking for a great piece of luggage, that can weather an intense travel schedule, and an incredible company with high standards behind it, look no further to Tumi.  I’m glad I did five years ago, and am still glad today.