I am writing to express my frustration and disappointment with a recent customer service experience regarding my 30‑Can Ultra Tough Soft Cooler, purchased in 2020. For several years, this cooler has been my go-to choice, outperforming other brands in keeping contents cold and holding up well under regular use. That’s why, when the zipper recently failed, I was hopeful the repair could be covered under warranty. I was surprised to learn that my cooler no longer qualifies, but I was even more dismayed by the response I received. The representative told me there was nothing he could do and suggested I throw away the cooler and buy a new one. This solution feels wasteful and dismissive, especially since the cooler is otherwise in excellent condition. As a loyal customer, I expected a more empathetic and solution-oriented approach. I understand that warranties have limits. It’s disheartening to feel that a brand I’ve trusted for years doesn’t stand behind its products in situations like this. I chose RTIC for its reputation, but after this experience, I would like to know if I should have invested in a cooler with better long-term support, like Yeti.