Deadeye,
if we had 4-6 weeks to wait then their customer service would have been ok with the exception of the price they were asking for the hip belt ( it was like buying a new pack!). When you contrasted that with ULA and their $25 price and overnight shipping the difference was very significant. And given that we were on the trail in NY at the time and needed quick service I thought their response was totally inadequate. One thing I have come to love about backpacking is the extremely high level of customer service that the gear companies provide. Granite Gear in my experience was an exception to this custmer service model that most gear companies provide. Glad to hear your experiences are better but as for me I’m done with GG and I am forever a ULA & ZPacks guy!