I just want to tell my experience with the bag and the customer service:
I was a pre-order customer, so I was a little irritated about the delay, but John was very open with his communication. We had several conversations via email during the "dilemma". I never waited for a response longer than an hour or two. He was on point.
Since I have had the bag, we have had even more discussions - particularly about the quality of the bag. I sent him an email with some complaints and within hours I had a response. Within 2 days of the response, I had a new bag in the mail with upgrades. My new bag now has a 1650D Ballistic Nylon bottom instead of the pleather. I will also be receiving a proto Ergo 2 in the mail.
I have nothing negative to say about customer service. I have a hard time believing that anyone has had a bad experience as far as customer service.
Things I like
•super comfortable. It took me a while to find the best setting for me, but once I did, this bag is practically weightless.
•the storage on the bottom of the bag is gigantic. It will hold more than anyone needs to carry
•holds a seat or an umbrella
•Lumbar support is extra comfortable (even though I don't use the straps, the extra padding is nice)
•new nylon bottom is waaaaaay better than the pleather. I can set it down without having to look for sticks, rocks, or other sharp objects.
•the rainfly is great. I actually used the hoodie the other day and it kept my head, neck, back, and bag all dry. I didn't care how stupid it looked, it worked.
•aluminum frame is sturdy and lightweight. An it squeezes the disc tight enough to hold them in without damaging/warping the discs.
Things I Dislike
•water bottles don't stay in very well
•bag tips on hills, luckily discs stay in (except for 1 time)
•the flap gets dirty when open
•the flap FLOPS every step i take, very annoying. I'm going to modify mine so it doesn't flop around.
•the handle on the back of the bag should be on the top. Weird design.
•if you carry water bottles, you can't put putters in the side pockets. I need water, so I haven't carried putters in those pockets at all.
This is my first backpack style bag. I'm definitely satisfied with the customer service, but I'd rate the bag and 7/10 - mainly because of the comfort. I hope the Ergo 2 has some better upgrades/modifications.