In December of 2018 with the travel responsibilities of my job increasing I sought out and found a travel/laptop bag I thought would work from ebags and I ordered it. Since then I've been very happy with my "Professional Slim Laptop Backpack." As I returned home earlier this month I noticed a tear in the water bottle holder. I snapped a photo and sent it to ebags and asked if this was something they'd seen before and for advice on how to get it repaired. I was immediately contacted by Customer Service and asked for more photos. I took more photos and sent them in and within twelve hours was advised I would be receiving a brand new replacement in the next 3-6 business days. Three days later my brand new replacement arrived. Wow! Now THAT is Customer Service! Thanks ebags!