A couple of years ago I bought a Brenthaven Trek laptop backpack from Amazon. I loved it. But after 18 months of heavy use, one of the zipper tracks broke. Since a similar problem with a $400 Tumi bag wasn't covered by the warranty I assumed this wouldn't be either.
I started shopping for other laptop cases, and mentioned my broken Brenthaven bag on Twitter. Minutes later, someone from Brenthaven contacted me and suggested I send the bag back to get a replacement. As it turns out, they have a lifetime guarantee on their products and this kind of problem is covered. (Take that, Tumi!) I hadn't registered for it when I bought the bag, but that didn't make a difference. I contacted their service department, got a return authorization number, and sent it in.
That was two weeks ago today. This morning FedEx delivered a brand new Trek backpack to my door. It's even a newer model, with better zipper pulls and tracks.
I have to say I'm delighted with both Brenthaven's product and their customer service. The backpack itself is very high-quality, fits my 15" MacBook Pro like a glove, and has just the right number and type of compartments. Also, after carrying an older Targus laptop bag for the last two weeks—and feeling every minute of it in my lower back—I'll never go back to carrying a traditional over-the-shoulder case again.
Aside from that, the fact that they're actively listening for customers who need help is more than just icing on the cake; it's turned me into a customer for life. The next time I need anything Brenthaven makes, like maybe an iPad sleeve, I'll look no further.
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