I just wanted to share my experience with Coach's customer service today.
This morning as I was leaving, my 10 year old beloved Coach bag ripped straight though the suade at the clasp. I didn't think much of it, and accepted the fact that it had lived a long life. Anyways, I was at the Coach outlet today with my mom, and as she was checking out, I mentioned something about my bag ripping that morning. The manager came out, looked at my bag, and explained that it was not a repair they could do, and gave me a $90 credit on the spot towards a new bag for surrendering mine. It doesn't seem like much in the grand scheme of Coach pricing, but I was impressed that they would do it for a bag that was that old.
Anyways, I'm satisfied. I ended up getting a $350 bag for 20 bucks after all the discounts.
Thank goodness, the outlet was filled with the more classic Coach styles, not those god-awful hideous cartoon monstrosities.
Also, you no longer are required to send in your bag just to see if they will repair it. You just have to bring it in to a store.