I’m having the same issue. I emailed them and they said they would offer me a product exchange. But I have to go in store to do it. I’m just wondering if I’ll be able to get a new one because I love my backpack so much. I don’t really want to get anything else.I have the old model and am starting to see some zipper damage....do you honestly think it's worth the hassle for a replacement? I do like the look of the newer zipper.