Timbuk2 makes me angry

[psycho-]

In anticipation for a new macbook pro that I ordered from amazon.com, I ordered a timbuk2 laptop sleeve bag from the timbuk2 website.

http://www.timbuk2.com/tb2/retail/catalog.htm?categoryId=21


The product arrives damaged! More specifically, the nylon handles are frayed from the factory.

I email timbuk2 about a replacement since out of the box the product was damaged. This is the response I get:

Hi Victor,

Thank you for contacting Timbuk2!

We apologize for the defect in your bag. We do not do repairs to bags in our SF factory. If you want the same bag your best bet is a local tailor. Your bag is covered under our warranty. If you want to take advantage of it, please fill out our warranty form linked below, print and mail it with your bag to the address provided.
http://www.timbuk2.com/tb2/cms/warranty.htm

It takes us 7-10 business days to process your warranty. Once we receive and evaluate it we will issue you a gift certificate for the replacement value of your bag and you can use it to purchase a new bag online. Unfortunately, as per our policy detailed in the link above, you are responsible for any and all shipping charges. Our apologies.


We at Timbuk2 appreciate your support!


Sincerely,
Aldo Rodriguez
Customer Service
Timbuk2, Inc.
www.timbuk2.com

Is it unreasonable to ask timbuk2 to pay for shipping back and forth for this because of their poor QC?

Also, I've owned many timbuk2 bags in the past, and this is by far one of the poorest showings I've seen from them. They have really gone downhill.

I'm sad, I'm going to go sulk because they're being a PITA.

 

[TMA]

Erm send it back to them and demand a full refund or a replacement if that's what you'd like.

Not sure how they figured out that you're liable for the shipping fee's!

 

[spercharged69]

Most companies have their return policies in obvious locations on their web site. It's a good idea to read them before buying things from merchants you haven't dealt with in the past.

 

[Koodauw]

Most places don't cover shipping for 'warranty' work, but in your case I think you have a right to be disgruntled. I'd give the customer service a ring.

 

[psycho-]

Most places don't cover shipping for 'warranty' work, but in your case I think you have a right to be disgruntled. I'd give the customer service a ring.

Thanks Koodauw for the advice. The ended up doing that. I looked up their phone number on the SBC yellow pages for San Fransisco, and found their number. They're 2nd day shipping a new bag and emailing me a prepaid return label.

 

[watchmainspring]

wow, they suck. I'll never do business with them.

 

[watchmainspring]

followup: one of the things they teach us in the army:

If its' frayed, take a lighter to it. Problem solved. (assuming the situation calls for it)

 

[StealthRider]

Yeah, but that only works if it's frayed in a non-critical area...if one of the straps is bad then that's a problem he can't fix with a lighter...

 

[livingfortoday]

Thanks Koodauw for the advice. The ended up doing that. I looked up their phone number on the SBC yellow pages for San Fransisco, and found their number. They're 2nd day shipping a new bag and emailing me a prepaid return label.

Well, it sounds like it worked out, I'm glad. I have one of their bags, and it's withstood insane amounts of abuse. You should have years of trouble-free use ahead of you (assuming this bag arrives in ok condition).

 

[psycho-]

Well, it sounds like it worked out, I'm glad. I have one of their bags, and it's withstood insane amounts of abuse. You should have years of trouble-free use ahead of you (assuming this bag arrives in ok condition).

Yeah. I have a bunch of their stuff. I've used their bag for years. I've even visited the factory once and talked to the folks because of a warranty issue. It's just sad to see things going downhill for such a good company.

 

[Jay42]

Thanks Koodauw for the advice. The ended up doing that. I looked up their phone number on the SBC yellow pages for San Fransisco, and found their number. They're 2nd day shipping a new bag and emailing me a prepaid return label.

I am also glad to hear this. I really like their products and the company, and I'm always disappointed to hear stories of poor service. In many cases, I would wait until you actually talk to someone on the phone before passing judgement on the service. In many cases, things can be resolved this way as you seemed to have done. If after a second chance a company is still unaccomodating, that really boils my bunions.

 

[psycho-]

I am also glad to hear this. I really like their products and the company, and I'm always disappointed to hear stories of poor service. In many cases, I would wait until you actually talk to someone on the phone before passing judgement on the service. In many cases, things can be resolved this way as you seemed to have done. If after a second chance a company is still unaccomodating, that really boils my bunions.

I totally agree. this was the 2nd email with them. Luckily i gave them a 3rd chance by calling them. I still like their stuff. Otherwise, i wouldn't have spent hundreds of dollars on them over the years.