Hi There,
My sincere apologies for the product fault with your Backpack, this is the first instance we have seen of this kind of issue with this product. We have created a replacement order for a new Backpack to be sent to you, which should be with you in 3-5 working days. I have emailed you with the details for this.
Again, please accept our sincere apologies for any disappointment caused.
Regards,
Richard,