Bought it in February 2012.  With in a couple months the shoulder pad started unraveling.  I contacted the company in early August and heard no response so I have contacted them again and hope to hear from someone. I've been waiting a month for them to fix my problem and haven't heard anything.  Apparently the company isn't a great as they think they are.

UPDATE:  so the second time I contacted them via email and immediately got a response back.  After sending them a copy of my receipt and a picture of the bag/shoulder pad they mailed me a new bag...different color but it's still very nice.  I have changed my view to a 5 star for customer service.  They told me they were backed up on customer service requests so this is why they hadn't responded to my first contact.  Looks like I have a new bag...the only thing I wanted was a new shoulder pad. Now I have two bags.....not sure what I'm going to do with two.  We'll see.