Okay Jake, you had to open that door...
Grab a beer and a comfortable seat, this post may be a long read.
First off, I SWEAR by The North Face (and yes "The" is actually part their name). One of the top companies I've
ever dealt with!
Time for personal experience one:
I too have a TNF backpack, a Flight series that I've had for going on 25 years. About 9 years ago I tossed the pack onto the passenger front seat of my rig for a hike. Slammed the door shut and... CRUNCH. I open the door to find that one of the straps with a large plastic buckle on it was hanging out in door jam. When I shut the car door, it crushed the buckle. I call TNF and told them I have had this pack over 15 years and that the buckle was shut in a car door and broke. She asked me the size and type of buckle and I did my best to describe it. Within a week, I received a package from TNF with
3 buckles of varying types! This was just to ensure I had the right one for my pack.
So far: A+ plus, 5***** star, whatever top rating.
Personal experience two:
In 2000 I was asked to be part of a team of 5 to climb Mount Kilimanjaro (yes the volcanic mountain in Africa at 19,341 feet). This was the most extreme adventure to date I've done and didn't really have the best equipment other than my ski gear clothing, which in itself wasn't that bad. Again, I turned to TNF for gear, along with Mountain Hardware and Patagonia equipment. I purchased TNF Triple Middle outer shell coat (just a word of advice, always use "layers" when in extreme conditions, even skiing). it was one of their best Gore-Tex coats made at the time. It worked GREAT for that climb, and yes I did summit. So I'm back from that trip and continue using that shell for winter, rain, snow, skiing, hiking, etc. for
years (19 to exact).
Finally last year, if you're not keeping track of dates, this after having the coat for over 19 years, the inner Gore-Tex was beginning to peel. Again I called TNF and was connected with a very nice customer service lady. I told her all about my coat and what I've done with it and she offered me to send my coat in to see if it could be repaired, if not they would do an exchange, which I opted for the repair first because I love that coat and it's features. They told me because of the season they were quite busy, it would probably take about 6 weeks to repair which I was okay with. It was end of season and we were through with skiing and we don't really get much rain here in So. Cal.
About a month later I was told it was un-repaireable. I was crushed! My beloved coat of so many years! GONE!! Okay, now it's time to start perusing their online coat selection. I made my selection and called their customer service again. My coat originally cost $300.00 back in 2000, and the coat I wanted was $500.00. They said they would give me $200.00 credit for my coat. I explained to them it was the best at the time, so on and so forth telling them what it meant to me. Finally they said that they'd give $300.00 credit for the coat. But I came back with the coat I want now which is in the same category of quality and features as my old coat, the credit wouldn't come close to covering it! So a little more haggling and we agreed upon the $300.00 credit for my old coat AND they reduced the price of the coat I want down to $400.00 ($100.00 less).
So I spent the $100.00 to make up the difference and now have their top of the line coat!
AGAIN: A+ plus, 5***** star, whatever top rating.

End of story...
In short The North Face will ALWAYS be my go-to company for adventure gear!