After having been podcasting in earnest for awhile, in December 2006 I found that I needed a bigger bag for all my gear.
Since I had just invested in a bunch of audio equipment, I knew that My Management would kill me if I bought some overpriced laptop bag, so I did a little research and found the Firewall Laptop Bag from eBags. Part of their line of private-labeled bags, it's of their own design and creation and it had received lots of positive reviews.
The bag is great. It's large enough to fit all my audio gear, laptop, moleskine, files, etc. and it's really tough. At the time, I was using a 15" PowerBook and it fit perfectly in the laptop slot.
As my job responsibilities changed and I began traveling less, I switched to a smaller bag for about a year. Now that I'm again traveling frequently, I switched back using the Firewall bag.
After about a week of using it again, I inserted my 13" MacBook, zipped it up and...the seam on the zipper ripped from the surrounding cloth.
I was a little miffed by the whole thing but then I remembered that the bag has a Lifetime Warranty. I'm always a little skeptical of these types of warranties, but the product page on eBags.com says "Our Promise - Lifetime Warranty -Exchange, return, whatever it takes" so I called their customer service folks.
After informing them of my plight, I was told that someone from their returns department would be calling me back. That was last Friday.
Today, unexpectedly and without a phone call from eBags, the UPS guy rang the doorbell and delivered a brand new replacement bag.
Wow. Now that's customer service. Of course, they were probably hoping that someone like me would post something like this and frankly, they deserve it.
I think it's sufficient to say that I will continue to be an eBags customer.
If you're in the market for a laptop bag, backpack or whatever, be sure to check out their private-labeled bags.