When I first received this bag, I could not have been more pleased.  I had tried to use the Travel Pro 20" carry on several times, but because of my lack of status with the airlines and the regional jets, I often had to gate check the bag or even check it to my final destination.  That's when I decided to sink quite a bit of money into this bag.  My initial reaction could not have been better.  It looked great, rolled smoothly and fit everything I needed.  Then on my third trip to Chicago, I could not get the handle to retract.  After getting it to the hotel, I was able to take it apart and get the handle down, but had to basically carry it for the rest of the trip.  I have contacted Travel Pro three times with zero response.  According to the website, If I want to get it fixed I could send it back to them at my expense.  This is not acceptable.