What does it take to get what should have been a simple customer service request handled? All I needed was a wheel for a Kodiak bag, yet I've been stuck in a circle of customer service vs. warranty hell for weeks now. I work in the industry, travel worldwide, and have actually been a big advocate of Klim gear, since I got my first Badlands suit years ago. Recently, I purchased a Kodiak bag when my old BMW bag started to look like it might not survive another adventure. On the second trip, I heard the wheel clunking and noted a small chunk was missing, likely from airline abuse. I called customer service, and asked if I could even just buy a wheel, but was forced into warranty hell. A few weeks now and many emails, mostly asking "form" questions that apply to garments - not bags, and warranty says they are referring me back to cust. serv. The wheels I was able to get in 48hrs from Eagle Creek , for $7, arrived FedEx today. I will no longer be an advocate for Klim products, based on ridiculously poor customer service. A final email today told me to file a claim with the airline for a new bag. All I ever wanted to do was buy a wheel. Does it matter who pays for it? Is their mentality (which is already in question) to toss a $250 bag over a $4 wheel?