I bought a backpack from JanSport years ago, which followed me to many places round the world... but then came the day last summer when the zipper failed. Everything else was fine, it was a relatively minor problem but it felt increasingly anoying. So I went to their web site and there was reminded that all their products have a life time warranty... I contact their customer service which gives me an addresss in Oregon to send my backpack.

A couple of weeks later I get a call from them... my backpack being a bit old, they couldn't repair it but I could get a brand new one in exchange, I just had to pick whatever model I liked. Needless to say I went for an upgraded model :-)

It felt like Christmas was in September when I received my brand new backpack. I am still amazed to this day that they just go to such lengths to please their customers.

Colleagues (and random people in airports!) often take notice of my cool backpack, and ask me where I bought it. I must have been telling this story a dozen times. Anyway thanks to Sutori I can tell a lot more people that JanSport is not taking their customers for granted!