customer service, ie to be more specific Mr. Tom from customer service was great. First, I was surprised at the quick response (I received a response to my email within 10 minutes). Another thing is the way of access and communication, which was at an enviable level. I received exact instructions on what to take pictures of and what information to send in order to fix the problem. Problem: After a short period of use, my backpack cracked a little at the junction of the shoulder straps and backpack. Tom pointed out possible reasons that could have affected it, but after I told him there were no such reasons he immediately accepted it and offered to send a brand new backpack and accept the warranty. The new backpack was sent quickly and we are very satisfied. This was really easy to do, and kudos to customer service, especially Tom :) thanks again so much!
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