DH has an Eastpak that he carries to and from work (and all over the hills and mountains). Eastpak no longer exists in the US (he's had it for many years) but they became one with Jansport. When the zipper broke last year, and it was still in pretty good shape otherwise, Jansport told us to send it in. DH did not want a replacement pack, he's rather attached to this one. He did not even want a brand new one that was identical, and I think Jansport even addresses that phenomenon on their website- that some people would rather have their old broken pack than a shiny new one with no history.
I couldn't believe how quick the turn around was on the backpack repair, and they replaced the straps as well as the zipper because they had begun to fray where they attached to the pack. They also put new little cord pulls on all the zippers
It was truly a fantastic experience in a world where so few companies take care of their customers. We are customers for life too.