I don't think it's a defect, but if you leave it empty, it creases. This is mine empty. I'll fill it in the next few days and let you know.
Hope it works for you, but filling/heating/tensioning hasn't worked for me.
One side is perfect and regardless of what I do the other isn't.
Same on two packs.
Solution of sortsI used some strong double sided duct tape to attach a piece of thin plastic card to the inside of the zip side face, front to back and from zip down which pretty much makes everything sit correctly. Not ideal though, but if you can be arsed to do that it seems like a pretty good bag.
As an aside
Had a little measure up and everything looks like the fabric is cut correctly, so maybe it's the fact that they flat pack it to send it and it ends up out of shape.
I tried giving it an iron today but that didn't seem to help either.