daughter's backpack had a shoulder strap pull away from the pack bag after one year, at the top. brought it to a North Face store and did paperwork end of April. A follow up call recently revealed:
1. wasn't logged in at North Face until May 10.
2. no word from North Face as of yesterday.
3. call yesterday revealed they plan to repair (presumably sewing the shoulder strap back on).
4. no ETA on when this will get done. 'a few weeks' was about as close as i could get.
the people in the store and on the phone were perfectly polite. That a relatively simple repair might take more than eight weeks seems overly long and inefficient. In my experience, other companies (gregory, osprey, mountain hardwear) take 2-6 weeks.
I'm interested to see whether they actually repair this or replace it. it's at a point of fairly significant stress, so if it is not repaired properly, it could easily fail again.