Customer Reviews Timbuk2 Co-Pilot - Large

I purchased the Copilet Luggage Roller because of the design and durability. I was very disappointed when the wheel assembly broke on my first trip with the new piece of luggage. I returned to the store where I purchased the luggage and unfortunately, I was past their 30 day warranty limit and the store would not return the luggage. They told me to email Timbuk2 as they have a life time warranty. I did email Timbuk2 and they stated "did not fail due to a manufacturing/materials defect. Our warranty does not cover accidental damage nor wear and tear"....wear and tear when used for one trip. Anyways, I wanted to share my experience so you don't waste your money like I did.

I was so excited as I love the great design and how easy it was to pack. On my third usage - the wheel system broke. I contacted TIMBUK2 and was told that this was ACCIDENTAL and they refused to fix. I travel 100,000 miles a year and I know my suitcases. When I brought up to TIMBUK2 that it was NOT accidental but quality related - I got no further. Poor quality and poor CS - and not standing behind their product (when the main selling point in the store was the great skateboard wheels - NOT) Stick with TIMBUK2s Great Messenger Bags -- and leave the travel wheeled bags to companies that stand by their quality and have customer service that cares.

I received this as a gift for Christmas (2016) and was excited to use it for the first time on an international trip in February 2017. It worked great during the trip. It rolled easily, with packing cubes it packed everything nicely. The abundance of grab handles was great for taxis/trains/buses. 0 complaints while in use. Unfortunately it did not make it back home at 100% health. Upon returning to my home airport I picked it up off the luggage conveyor, set it down, extended the handle, and attempted to walk/roll away. To my surprise it dragged behind behind like a sack of potatoes. Upon inspection the RH wheel had been damaged (I assume by the TSA brutes that specialize in luggage hurling). When I contacted the warranty department the response was, "Sorry, here's a link to buy a new wheel." Honestly, I was expecting Timbuk2 to stand behind their product a bit more. No, it is not the end of the world to have to buy a new $15 wheel. My concern is having to buy one after every trip where I check this bag. In my opinion, the design of this bag is flawed for checked baggage purposes as the axle/stem is just not strong enough to withstand the rigors of the airline baggage handlers. As a result, this bag will now be relegated to a carry on only bag for me and I will be looking elsewhere for a bag capable of being checked. It's a shame, as I really thought this bag could be the "one" that could handle both check in and carry on duties for years and years to come. Bummer...

I bought this bag in March and have used this bag 6 times in three months. After the first trip, the collapsible handle became sick in the open position and doesn't work. I have to manually push the tiny silver button in the handle down at the same time I push the main button to get the handle to collapse. OK, nothing is perfect, I get that occasionally you might get a lemon. I contacted customer service in April 2016. I still don't have a functioning handle. They made me take multiple photos of the defect to prove that I actually know what I'm talking about. This was after 3-4 weeks of not responding to my emails. They *finally* sent a new handle. Good news-this one works. Bad news-it's the wrong color and doesn't match my bag. Still waiting for someone to resolve this. I've never had to work so hard to use a simple suitcase.

Bag is great. Used it three times and the axel got damaged. Tried to get it fixed and got shut down. Customer service was horribly rude and unprofessional. I won't ever buy another Timbuk2 product. Really really disappointed.