Just adding my voice to the chorus, but I had a dismal experience with RM customer service when I sent my satchel in for repair. I had to chase them down continuously to get any sort of update about the status of the repair. It took more than 2 months from when the satchel reached them to when I received it back. That, coupled with the fact that the leather on the new bags has taken a nosedive in terms of quality, has made me very reluctant to consider purchasing any more RM bags. A shame, really.