The owner is the only person competent enough and willing to change the wheel on ANY suitcase. I bought a Paul Costelloe suitcase last year but even their luggage department declined to fix this particular suitcase or advise on what I could do to get a replacement spinner wheel. I travelled from East Kent today specifically, after exhausting all other options. The owner agreed to fix it within the day if I got there early. I arrived later than anticipated but it was fixed within 2 hours. Now that I trust him I would be willing to use a courier service next time. He replaces the wheel rather than the original spinner bit, if like me, only the rubber has ripped off the wheel. I will be recommending him. He takes the time to be friendly even though he is very busy.