Poor after sales service

Purchasing at First Tech/ First Shop, is really a great experience. The problem is, after sales service is shocking. Purchased a high end Targus laptop backpack (which has a lifetime warranty), but within 4 months, the bag has started to pull apart. I need to jump through hoops, pay additional costs for collection and assessment of the bag. Really sad after sales service. Delays on emails etc. Really not impressed. I have sent numerous emails with questions however i am simply receiving generic answers, and not answers to my question.