My Tom Bihn experience so far has been personal frustration in picking the "right" bag. I ordered the Western Flyer, am returning it as I think the Tri-Star is a better option for me. I ordered a Small Cafe Bag and now realize I need at least a medium.
As far as backpacks go, I ordered a Brain Bag, which may be too much for an everyday bag and I may prefer the Synapse 19.
One thing I haven't bothered customer service about is if the Cache With Rails and Vertical Freudian Slip fit snugly or hook into the Brain Bag or if a traditional cache is a better fit.
I'm basically looking at the Tri-Star as my carry-on and the backpack as both an everyday bag for work and a weekender. I take a two trains and two subways to get to work And like to walk around the city on those rare days I step outside for lunch.
I am amazed by the amount of bag-makers there are, the absurd amount of accessories available and the culture...which resembles the music forum I'm on (The Gear Page)...obsessive addicts with tremendous GAS problems (Gear Acquisition Syndrome) that love to talk about bags, take pictures of bags, etc. looking forward to being a Tom Bihn owner
I will say that the customer service from the two reps that have answered my emails promptly has been excellent.