Excellent in almost every aspect. Leather quality and zipper quality is superb. Hardware quality is superb. Ofcourse, it would be nicer if the hardware as well were made in Italy, but that has more to do with customers preconceptions of origin vs quality, I guess. Lining could have been in a more luxurious fabric, but I guess you have to weigh that against durability. This lining will last for ages. The only real potential for improvement of the briefcase in my opinion is that it should have been 1-1,5 cm wider. That would have made a world of difference in terms of capacity.
Now, to the real star of the show: Customer service. My customer service experience was like this: I ordered two different bags (palissy briefcase and 25-hour bag), being upfront in advance about ordering them just to see the colors and sizes in person. No frowning of the brows at all. I was actually encouraged to use them for a bit in my everyday, to really get a feel for them. Shipped with DHL express, received after two days. After trying them out I returned both, and ordered the palissy briefcase but in a different color than first received. Refund of excessive amount was prompt. The new briefcase was a pre-order, but shipped one week ahead of schedule. I also ordered a personalized tag, but received the wrong one. No problem, I got to keep it, they shipped me a new one free of charge, and also refunded 10% of my order (briefcase as well), as an apology for the inconvenience. Average response time from customer service was under 24 hours. All in all, an excellent product from an excellent company.