Unfortunately, I have to agree with Panos Dimitra... the same thing happened to mine... and I don't even know if it can be repaired now... I didn't even have nine kilograms of weight, I think... definitely not more... and the only solution in the middle of nowhere was to tie them together and carry the bag without it sitting in its place... and I had additional weight... it's a shame, I expected something much better from this bag... and I can definitely say that it didn't make my journey easier or more comfortable, on the contrary... because after all, why would you get such a bag... I would much rather take a backpack and hang it on my shoulders... in the end, it would be the same. I wouldn't even be upset that it broke...
As for the positives, I can definitely say that it fit very well on my back as if I didn't have a bag on me... but what good is that if it only lasts a few hours? Not even a day... and suddenly you have to come up with tricks to stabilize it so that you can continue your journey... let's hope it doesn't happen to you...