This would be a great product if a very gentle adult were to use this.  My 11 year old seemed to be able to destroy it within 2 weeks.  One of the plastic bound areas by a wheel popped out the two rivits and the zipper couldn't hold up to the crazy number of books that students (even in Elem. school) must tote around to classes.  He is on his second one, that I had to purchase because the repair policy puts the nearest repair center at over 25 miles away AND the return policy is non-existent.  I emailed to ask what I could do and only received a form letter response telling me to go the web site (which is where I found the prior information).  I DID get a message on my phone about 5 days after REVIEWING their product on Amazon.  I chose not to answer or call back.  I am a 'too little, too late' type of person.  If the seccond Samsonite Med. Wheeled Backpack holds up, that's great.  It has so far (about one month) but I am not impressed with the customer services that they offer.  Personally, I would've given only 1 star if the 2nd backpack hadn't held up so long.  Maybe it is just bad luck on my behalf or even my 11 year old but the customer service was horrible, regardless of how the damage occurred.  I really just wanted a repair place near my home to have it fixed myself.  I am NOT driving 25 miles just to have someone tell me that my son damaged it.  I was happy driving 3 and paying for the repair myself!!!