After 9 months of use, the strap began tearing from the bag pretty severely. I submitted a claim to McKlein customer service with photos of the damage. They indicated that the damage could not be repaired, and they would provide me with 30% off another purchase from their website.The warranty indicated that "[I]n the unlikely event that a problem arises as a result of a defect in our materials or workmanship, we pledge to promptly repair the item at our expense (or replace it if it cannot be repaired)." So, I asked the customer service representative to explain why the damage wasn't covered entirely. She indicated "...from viewing the images, the item looks like it got stuck and it was pulled and that?s how it probably torn from the fabric and this type of damage is not covered." Absolutely not true... never happened. She never even asked... just made the assumption.I'm the type of customer that would return again and again -- even if there was a problem with the product -- if customer service handled things well. I am now not only disappointed in the workmanship of the product, but even more so COMPLETELY dissatisfied and annoyed with the customer service at McKlein. BEWARE!!!