I've been singing the praises of B&R for a while now since their bags seemed to be great. I purchased 4 large roller duffles, all from different lines. I have been using all of them for about 3 years or so now on weekly work trips.

After the last trip, my Transcend's zipper broke and was no longer functional. The bag also developed a few holes which I had been dealing with, since nothing was able to fall out. The non-functional zipper was really what caused the warranty claim though. I could deal with all of the other small things (missing zipper pulls, small holes, pull handle wouldn't lock in all positions, etc.).

Sent the bag in 2+ weeks ago. This morning I received a call saying that my bag was not repairable. They offered two options. They would send me the closest matching bag from their stock of used bags (sales models, demo bags, etc.). The closest matching bag was much smaller on every dimension and would not fit my needs. They no longer make a large roller duffle in the Transcend line.

The second option was that I could get 50% off a new bag of my choice, but I would need to go through them only, and would have to pay full sticker (less 50%).

I explained that neither option was acceptable since I could find the bag that I need for sale at more than 50% off of full sticker and the size that they were offering as a used bag replacement would not fit my equipment.

She said I could also wait to see if anything else comes in. I settled on waiting to see if one of her sales crew comes back with a roller duffle Transcend bag that matches mine. Even though I explained to her that since they no longer sell the bag the likelihood of people carrying around obsolete models was slim at best. She said she would check back with me monthly to see if anything comes in.

Needless to say I was hoping for a much better warranty experience. The lady on the phone stated that their warranty was great at least three times. Not really feeling the greatness over here. I'm probably going to scrap it, take the small free bag, and buy another brand. Buyer beware!