I've had a Briggs and Riley bag for 2 years now, and I think my next bag will be a LuggageWorks..
I was super excited to get my bag when I first got it. It was pricey but everyone was raving about how solid the B&R bag was... After a year of regular use and abuse, I've been sort of disappointed in the overall quality and the way B&R handled CS issues.
After a year of normal use (not overstuffing my bag, etc) the seam started to rip around the edge of the bag. I was shocked to see it separate like that, but I figured, no biggie, I'll send it in.
While it was in I had asked them to fix the handle which was sticking while sliding up and down, and replace the wheels which had also been binding, in addition to the repair. Sure enough, after a month and a half of the bag being gone (Thank god I kept one of my old LW bags for a spare), they sent it back, crudely repaired the ripped seam issue, but refused to fix the sticky handle or the wheels which were binding.
It's the small things that really makes a difference, especially when it comes to dealing with your bag, and notably at that price tag. I already had mixed feelings about the B&R because the interior of the bag seems smaller than my LW, probably do the fact that the handle slides into the bag which takes up space in the inside of it, but this really just sealed their reputation for me.
At $800, I expected better out of the bag, but also better out of the customer service. They did the absolute bear-minimum, and took forever to do it. After all said and done, while my bag is useable, I won't repair it in the future, and I'll just stick with the boxy LW bag instead.