I bought the Mini Duffel back in September last year, and as soon as I got it, I noticed that there was some glue residue in the inside pocket that was sticking to the things I put in there. I contacted their customer service, and they were so quick to respond! They told me that typically they would send me a new bag, but I had purchased the last one they had in stock at the moment, so the only option at the time was to send it in for repairs. That was fine. they sent me a shipping label to their repair services in New York. It took them a month for the back and forth shipping and the repairs, so I got it back in October.
Then in December, I noticed the glazing cracking on all of the handles. I attached a photo of one of the handles to show you guys, but it was both sides of all 4 handle attachments. They were, once again, happy to replace the handles for me, and sent me a complimentary shipping label to the same repair guy in New York. It took them nearly 2 months to get the repairs done (granted, this was over Christmas and New Years holiday, so I don't blame them too much for the delay).
Overall, it's been a good bag. Very carefree and good capacity for such a small profile. I'm not sure how I feel about the quality any more, since I've owned the bag for about 7 months, and only really been able to use it for half, since the other half, it's been in repair. i see the glazing on one of the handles beginning to crack again, but I don't think I'll be sending it back unless all four show cracks again. I'm pretty sure this is just a result of the way that the handles are knotted (maybe?) that causes a lot of strain on the glazing. As much as I do love the bag, and like the idea that the teknik leather stands behind, I don't think I'll be purchasing another bag from them.