the zipper on my bag broke. the CS guy replied immediately and asked that i send a photo so i wouldn't have to ship it to them. boom, my replacement bag arrived two days later. somebody posted earlier in the PP vs Kecci thread 'you get what you pay for' well, this beats the heck out of the two weeks of runaround (ending in shrugged shoulders 'tough luck') from petunia picklebottom about my brand new $130 bag arriving snagged!
big thumbs up for kecci!!