My bag broke after 6 days. Customer service is non existent. They keep repeating themselves and tell me to take my concern up with the airline. However, the wheel broke off prior to being on any plane. They refuse to hear my bag was 6 days old and never flew on an airplane. They keep telling me to file a claim with the airlines. I stopped at the shop in Milan airport on my way home and inquired. (My bag was checked and couldn't get through security to the shop.) They confirmed there was a 10 year warranty and they should be able to send me a new product. He confirmed there were no franchises in the USA, but there might be one some day. Apparently I need to hope and wait that someone in the USA will buy a franchise. In the meantime, I have a bag w 3 wheels. I am disappointed in the Customer Service and think their warranty is a joke.