My Tumi laptop bag strap wore out recently. I called Tumi’s 800 number regarding their lifetime guarantee and within a week, a new strap arrived at no charge on a 6 year old item!!! Yes Tumi is more expensive, but the service level justifies it based on their actions after this phone call.
It’s great to see a company that stand behind their product and are customer focused like this, it’s all to rare. So please join me in showing Tumi some love as an example of a company that sets the bar in how to treat customers.