It pains me to leave a one-star review.I've been a customer since the very first Kickstarter campaign and I own two 40L Travel Packs and the Messenger Bag. I have been a huge fan of Nomatic and an serious evangelist. I've told so many people great things about these bags in the past.However, I am extremely disappointed in the new Carry On Pro and in the customer service experience I've had with Nomatic in the last 6 weeks. It's been so bad that I've had no choice but to leave the worst possible rating.1) Carry On Pro construction:The suitcase was lighter and flimsier than I expected it to be, given the claims Nomatic made about its attributes. The tech compartment especially was very lightweight and floppy, which actually makes it hard to close as the latch doesn't inherently align with the hook. But the most concerning problem I had was that the first time I used the suitcase, it tipped over in the hallway of a hotel with my Nomatic Messenger Bag strapped to the telescoping handle and that handle bent significantly as a result.I had to force the handle back into shape just to get it to go back into the suitcase, and even now it doesn't open correctly.This was shocking to me. I've had numerous carry-on suitcases before, and very few have been so flimsy that this kind of a tip-over would have affected the handle. For a case that cost $550, this level of quality is ridiculously poor.And this brings me to....2) The customer service experience:My Carry On Pro got damaged in the tip-over event on Dec. 23rd, 2019.I assumed that perhaps I just got a bad/more poorly made version of the bag, and given that the handle wasn't working right and was weakened from bending and unbending, I immediately went to Nomatic's warranty page and discovered that there was no option available for the Carry On Pro -- or any of the other new rolling luggage options.So I emailed Nomatic customer service (info@) with my issue and asked what I needed to do about it given the limits of the existing warranty page.No response.I messaged again. No response.I messaged on Twitter. Eventually someone on Twitter told me they would have someone get back to me.No response.This went on from Dec. 23rd to January 28th before I got any even remotely satisfactory reply, and at that point I'd had enough. While originally I wanted to file a warranty claim, by the end I just wanted a refund. Last week, I was finally told that I could get a refund, but also that I'd have to pay for return shipping on the suitcase myself -- which after a month of inaction and zero communication was just adding insult to injury.Worse still, Kenn Parkinson - the rep I was talking to - took no responsibility for the total lack of response for over a month and then had the gall to get defensive about it, assuring me that Nomatic doesn't "ignore" their customers.Yes. They do. I was ignored for weeks. I have yet to take the boxed-up suitcase to the Post Office, but I did try to have it shipped FedEx and discovered that the cheapest option was about $80. If the Post Office comes in at anything close to that, I'm going to have to get back with Nomatic customer service and start this all over again because there is no way in hell I'm paying $80 to ship a poorly-made, broken suitcase back for a return to a company that ignored me for a month.This has been complete garbage from start to finish. I will never buy from Nomatic ever again.
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