I think the options they gave you were awful. I really don't understand why you would have to accept a used bag as compensation either. Maybe you should remind them of their warranty pledge.

Shak

At Briggs & Riley we believe our customers are family. When you're family, you do what's right. It’s been our philosophy since day one. And in typical family fashion, we believe in looking out for one another. That’s why we’re the only luggage company to offer a lifetime repair guarantee on all our bags - simple as that. If your Briggs & Riley bag is ever broken or damaged, even if it was caused by an airline, we will repair it free of charge. You see, to us, the phrase “lifetime guarantee” is more than just a marketing strategy. It’s a sign of our integrity.