The pull-up handle of my Tumi roll away bag had broken and I was leaving on a business trip the next day for a week, so I visited the Tumi store in the Riverside Square Mall in Hackensack, NJ, with the expectation that I would drop it off and then pick it up two weeks later after the Tumi service center fixed it. And I would have to carry a heavier suitcase with no pull up handle on my trip. Boy was a wrong! In a fantastic example of "surprise and delight," the store manager Lisa Marie Cruz pulled out a replacement handle from the store room along with her tool box and with the assurance of her sales associate Alex, replaced it on the spot and within 20 minutes, I was good to go with my suitcase like new. Lisa was like a skilled surgeon operating on this broken arm. What a marvelous job and example of tremendous customer service way above and beyond expectations! Thanks Lisa, Alex and Tumi for proving this exceptional quality experience! read more