Awhile back I posted about US Air simply destroying my roller bag. This thing looked like it had been dragged behind a Tug till the a corner of the bag was gone.

Also 1/3 of the extension handle was ground completely away.

At Johnoly's suggestion, I directly contact the owner of the company. He told me to call the office and get an RMA# and then they would see what they could do. At best I expected an offer to purchase a new bag at a discounted price.

Yesterday a brand new bag was delivered to me free of charge! Now that is customer service above and beyond.