I like to give credit where credit is due. Especially for a vendor working in this modern world of marginalized customer service. I’ve been using a Timbuk2 Commute laptop messenger bag for a while now–about four years. I purchased it at the brick & mortar location of the The Bag House in Manhattan (excellent selection, people and prices) and have been using it pretty hard since. Just recently, one of the strap swivels connecting the strap to a clip popped off. I could click it back in, but it would no longer bear much weight–it was worn out. I took a picture of it, sent it to Timbuk2 with a polite query regarding warranty and within the hour, they shipped me a new strap free of charge. Wow. Customer loyalty? Yup. The next bag I buy… will be a Timbuk2. Great bags and great customer service.
UPDATE 10/12/11: They sent me TWO straps. Very cool.