Flight from Detroit home to California today...carrying Orvis briefcase I purchased 15 years ago...leather shoulder strap snaps...arrive home...call Orvis 800 #...new strap on the way to my home, free-of-charge, with an honest-to-goodness apology (though, after 15 years of my beating on this product, an apology from Orvis was certainly not required). This experience has reinforced my lifelong purchase loyalty to Orvis. Makes me want to tell everyone (like I am doing here). Orvis gets it...understands a brand is not a campaign or a slogan, but a set of values and customer expectations that must be lived--and delivered--every day.

 

UPDATE SINCE FIRST POSTED: My brand-spankin'-new leather shoulder strap arrived via mail today, July 28, in less than a week. Now there's a brand that delivers!