Simply stunning customer service
I bought a new Tom Bihn brainbag in 2001 and it's still good 12 years later (as are all my other Tom Bihn bags). The only slight snag was a partially broken clip for the waist strap. I asked about a replacement to be sent to the UK and expected to be quoted some horrendous price. How wrong I was! Beau simply asked me to measure the broken clip and then, lo and behold, about a week later, an exact replacement arrived completely free of charge. How many companies would offer such a stupendously high level of service? I am very, very impressed.