Eagle Creek No Matter What Flatbed Rolling Carry-On Duffel Bag 28in - 4715cu in

First of all, I want to thank Backcountry and their awesome support. I wish there was such a thing as 5-star reviews for customer service.
My review is not about the product either but the way you get treated by Eagle Creek if something goes wrong; No Matter What - You Get Screwed.
The telescopic handle of my duffel did not come out of the bag anymore after its first flight (no obvious damage or bag deformation by the airline). I unzipped the handle cover and found that one of the pins did not retract, keeping the handle in its tubes; a faulty product. I contacted Eagle Creek customer support regarding their No-Matter-What Warranty. Yes, there is such a warranty, but the reality is that you'll have to send a bulky piece of luggage to a far away repair center, find a box big enough to ship the bag, pay for shipping, and then wait 5-6 weeks for it to come back. Anyone who travels more often than that needs a bag. If you can't wait for the repair you have to buy another bag and you'll end up with two pieces of luggage at home.
The details around the Eagle Creek warranty are disappointing.
I ended up contacting Backcountry where I bought the bag; they emailed me back right away, had no problem exchanging the bag (beyond their 30 day return limit!), paid for all the shipping and were courteous enough to send me the new bag first so I had a box to return the broken one. Absolutely great service!!
Be aware of Eagle Creek's broadly advertised No-Matter-What Warranty; It is not that simple and straightforward. Don't expect any help from Eagle Creek if anything goes wrong.

We have used this bag once on a recent trip to Boston. It was easy to pack and held everything I needed for a week of sightseeing plus evening wear for a couple of dinners. What was discouraging was that it came onto the luggage carousels very dirty and the dirt doesn't seem to wipe off very easily. This was a brand new red bag so the dirt the airline managed to get all over it is quite visible. I was hopeful it would wipe off but that isn't the case. We took it on the subway from Logan airport to downtown Boston, then wheeled it to the hotel. The relative light weight, size, and maneuverability were just fine for a senior woman to handle on stairs and city streets. Overall, this looks to be a good bag. Hopefully it will hold up to the positive reviews read before purchasing.