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Not to jump on a previous thread with a similar topic, I decided to create one of my own.
This weekend, upon arriving at my gig, I unslung my Mirafone from my back. As I was doing so, one of the straps of my recently-purchased Wessex gigbag simply broke, sending the horn to the floor. It landed on the bottom bow, then fell over onto the valves. I quickly checked the valves [unharmed, thankfully!] then the bow. It had a lovely dent, but the horn was playable.
I contacted Jonathan to let him know what happened and that I was a bit unhappy. His answer to me said everything about his attention to customer service: 1-he was sending a new bag [he explained that some earlier-made bags had a flaw that was since corrected.] and 2-that I should go ahead and get the dent fixed and send him the bill. No BS, no excuses.
If there is a better way of doing business than this, I would love to hear about it!

I am just sorry to hear that your horn was damaged at all. The last thing we want!

It was just the first batch of gig bags that did not have back straps as strong as they should have been. I would urge anyone who bought gig bag in the first 8 months of last year to check for any sign of the straps giving way. If so contact Wessex and we will replace with new bag at no charge.

As soon as the weakness was discovered, all gig bags had much increased strengthening to the straps to ensure will not happen in future.

Update. Yesterday I received the check for the repair bill. I got the new case last week. Needless to say I am totally delighted with the quality of customer support of Wessex! Thanks for making a bad experience so much more palatable.
Scott.

Very nice!
The only thing better would be if product testing was not left on the customer side

BUT. As for addressing the problem. Great work Jonathan