My recent experiences have changed my mind about the value of B&R's warranty. I've been an avid fan of the company for 30 years and have always had excellent service. Recently they seem to be searching for ways to avoid honoring the warranty. My local shop couldn't do repairs on a bag that was somehow burned and partially melted by the airline so they sent it back to B&R. I got a voicemail a couple of weeks later saying "We can either offer you a partial credit to use towards the new bag of your choice. It is a $250 credit towards any bag of your choice or we can send the bag back as the melted [fabric and wheel] on the bag I guess is not covered."

Not covered? How does this fit in with their "Simple as that" lifetime guarantee? They offered me a $250 credit for a bag that cost me $600!

I sent a bag in for repair in the past and was told they no longer carried that style (old original baseline) so they offered me some options for replacement of a similar style, which I considered very good customer service. And I've taken bags in several times for small repairs that were done in the shop and always had a great experience. After this one I did some online searches and found I'm not alone in my experience with the new B&R way of handling warranty service. This offer of a partial credit seems to be a pattern now.

They make excellent luggage! But their new policy of hedging on the guarantee means that, in my calculations, their high price is no longer justified.