Hi all
Title says it all - please read below
This bag was sent to back to B&R for repairs because the shell cracked. The bag is in almost perfect condition but for the cracked shell - it is a great bag! The issue is with B&R's reply. I was offered either 1) $375 credit, or 2) a sample bag (none of which were available albeit I can wait for one) because my bag is not repairable. Is this really a lifetime warranty? $375 buys me 2/3 of a new bag and a used bag is just yuck (more one that below). I read a Reddit thread on a similar situation but no final outcome was provided. Has anyone here experienced this? I'm really not sure what to do. I did have a "dummy" chat with a online B&R agent. The agent answered some questions but made me want to steer far and wide of the sample. The sample can be 1) a refurbished bag (used - yuck), 2) a defective bad that has been repaired (possibly used?) or 3) a sample (Are these used or simply the ones everyone gets to handle in store?). The agent was adamant that B&R honors its warranty so I asked a lot of questions about how that warranty might be honored. It seems that it is all a sort of luck of the draw. If there are parts available, then you can get our bag repaired (apparently there are parts for old old bags but not shells for my bag). Otherwise, the repair team will "work with you" to get to a resolution. I pressed a bit about those resolutions and asked for the warranty T&Cs. I was directed to the FAQs page - that can't be the T&Cs can it? Also, the chat agent never mentioned anything about a credit and would not provide a direct reply to what happens if one disagrees with the repair team's offer.

Suggestions? Outcomes from pushing back? Do I ask for a new bag? Increased credit amount?

Cheers