Last X-mas I received a messenger bag as a gift. The quality was outstanding. Since then I've collected 4 other bags from eBay. One bag was about 10 years old and some of the rivets rubbed off on the straps. At their expense Saddleback had me ship the bag to them. They replaced the rivets and removed the rub marks. The customer service was very friendly, and the warranty work was excellent. The bags are beautiful. They are expensive, but you are buying a bag engineered to last 100 years of daily use. I notice people complain that the quality has diminished. But compared to the older bats (I own a few), the hardware on the new bags is all stainless steel (vs. Nickle-plated brass), and the designs are even better (e.g., I think the front pocket messenger bag is far superior to previous designs that used an internal divider).