“Tom Bihn is extremely well-known for their quality and craftsmanship; they display it in every bag they sell. What isn’t necessarily as well-known is the care and attention they pay to their customers who’ve already given them money.
I ordered a Checkpoint Flyer, which has one component which is individually sized to the laptop. Minutes after I placed the order, I got a personal email from their customer support guy, Casey, telling me that I’d just missed the last one of the size I needed, and offering to upgrade my shipping to overnight when they got more in next week. With the upgrade, since they estimated they’d get in the cases on Wednesday, I’d receive the bag *before* I would have gotten it originally with UPS Ground! He also offered simply to cancel my order if I preferred, but I chose the first plan. I was stunned to be contacted so fast, without any action on my part.
Casey then continued to keep me updated throughout the order process, making the whole experience feel very personal. The bag, when I received it (a day earlier than I’d originally expected, as noted) was fantastic, just like the service was.
I will absolutely order from Tom Bihn again, should I ever need another bag– unfortunately for them, I’m not sure this one will ever wear out!”