Just an update, customer service is really as good as mentioned. I shot an email off to rome warranty, in a day or so they emailed me back and had a new highback in the mail. fast enough i was able to replace it before my next trip out. I think the first one may have broke from having it mounted awkwardly because when i installed the new one, I tried to mount it the same way the original was in, and it was a really weird fit, so I adjusted it to fit with a bit of rotation and its smooth now. Very happy now, and would buy Rome again.