One of the worst customer service experiences I've had in about 55 years of outdoor recreation. I have a NF Base Camp Duffle bag on which I depend daily. I travel for a living and use that bag every single day. Climbs, rafting, sailing, motorcycling… You name it, that bag goes along. It's about 3 years old. During the past summer I phoned Warranty and was told the wait time was 6-8 weeks. Couldn't let it go that long.in November, I'm passing thru San Leandro where the warranty address is located at 14450 Doolittle Drive. I phoned on a Thursday and explained the situation. The pleasant, cooperative woman told me to call so someone could meet me. She explained they don't normally do drop-off's but would try to help. I changed every plan (was in Desolation Wilderness) to get there Monday. When I called again, Amy refused to honor the word given previously. I will never again buy any NF product.