Customer Service

To: Spire USA
Time: Thursday, May 20, 2004 10:43 AM

Hello,

I received my new Nova 2004 bag on Tuesday May 18. It is a beautiful bag, looks like quality material, excellent positioning of pockets, perfect size, great suspension and padding; in short, I was very excited to start using it.

Imagine my shock and disappointment at the handle on the back of the bag breaking the first time I picked it up when loaded (with laptop, a book, and a few cables…).

I now have to ship back the bag for a replacement (costing my $8) and wait two more weeks to get it back.

If this handle breaking is a flaw in the design, please refund my money, and I will take my business elsewhere. Brenthaven, Incase, and Timbuk2 all look like they have excellent competitive products.

If however, as I suspect, this was a fluke and your products are as excellent as they seem, I would appreciate speedy replacement of the fine bag. I would love to give this product a glowing review (along with a great testimonial about your customer service) on a few geek message boards I frequent.

Thanks for your attention to this matter.

Matt

From: Spire
Time: May 20, 2004 11:04:02 AM

Hi Matt,

I am very sorry about that! The handles should never pull out, so it is definitely a fluke and not a design flaw. We’ll be happy to send a replacement bag with a UPS label included. You won’t have to pay a dime to send it back to us.

Cory

Spire frickin rocks.