Clearly this is an old thread, but I thought I'd add my experience in case anyone goes searching for similar information.

I have a few-years-old B&R expandable upright roller (with the 'mechanical' expansion system). It's a great bag, but the inner plastic frame had cracked and the main compartment zipper was wearing out.

I called B&R, explained what was wrong with the bag, and they gave me a mailing address to ship the bag to their New York repair facility. (*Aside* I was disappointed that there was no authorized repair facility in Philadelphia, given there are three in Pittsburg.) I put the bag in a box and shipped via UPS ground (about $12).

That was Monday. I had a trip coming up at the end of the week (Sunday), and I was disappointed that I'd be traveling sans-bag. Much to my (very pleasant) surprise, the bag shows up on Friday, fully repaired. They fixed the frame and zipper, both of which work perfectly. They even replaced one of the legs and glued the leather handle where the seam was coming apart, neither of which I asked for.

All in all, a very pleasant experience. If you have a B&R repair shop nearby and can avoid the shipping charges (one-way, they pay the return), all the better.