In our last post we shared a story about a great venue tainted by terrible service. While we tend to stumble upon more of those kinds of companies, every so often we find a gem that makes us want to dance. Brenthaven is that company. When I bought my laptop bag about 12 years ago I was advised to spend the extra money and buy quality from a good company. Brenthaven was one of the recommendations. Fast forward to today and my well worn dependable bag was showing its age. Frankly it had served me well and I figured its time had come. Remembering the lifetime warranty though I thought, why not give it a shot, even though my receipt was long gone. On their website I could upload photos and send them my claim, so I did. Seemed very user-friendly. To my surprise I received a swift reply. The bag appeared unrepairable, and they offered to replace it with one at the same price I purchased if I just paid shipping. As luck would have it the bag that most suited my needs was in a different class, their elite Broadmore collection. They offered me a close second as a full replacement (still a generous offer). I called their retail store on the other side of the country to get more details about the different bags, which validated my preference. The story unfolded: Customer service graciously made an exception and allowed me to credit the price of the last [...]
