Rating: 5 / 5
In 2004 I had bought a Gregory Whitney. Now this is not lightweight by any means, but this is a review of the company since they do make a few lighter weight packs.
I used the pack a couple times that winter and always had a creaking sound near the left shoulder pad. I had bought the pack from E-OMC, new, and as they wanted nothing to do with replacing it (it was less than 30 days by the way), I called Gregory Customer Support where they issued me a MRA# before I sent in the pack. I got the pack back in 6 days, repaired for free.
That weekend, I was out on a trip with my 4 year old and the strap where it connected to the suspension broke where they had repaired it. I called them up and they promptly replaced the pack by calling a local REI and purchasing one for me over the phone! All I had to do was walk in, show ID and pick it up.
This was incredible customer service considering E-OME was the place I bought it from.