I had a fault on a nearly new bag, and I had to prove my purchase and find receipt. The retailer helped me locate receipt from their records, they had terrific customer serrvice, just like Billingham used to have. The bags are good, but the customer service isn't what it used to be. I like their stuff, but my loyal custom doesn't mean a thing now like most companies, which is so dissapointing.I bought a new insert for an old Packington bag which is the review invitation I think, which I think is great. I got the Packington for less than 25 percent of an an Eventer second hand from a camera shop in terrific condition, and think it's a better bag personally _ I hope they remember how they got so well known, and go back to not assuming everyone is some kind of shifty character trying to pull a fast one _ I have sold hundreds of their products when working in retail, so it was a doubly hurtful attitude to me. Mostly I buy new bags, but I think the heyday of quality may be in the rear view mirror now _ I hope they pull their socks up !