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Maxus replied on June 28, 2008 16:44 to the problem "Strap pad missing, no response to email" in Timbuk2:
It's been 18 days, five emails and still no response from Timbuk2 to me. I will buy and recommend something else in the future. A shame, though, but it is actually the worst customer service I've ever experienced. The products are nice, though, when they are not sewn wrong :)
Well, well.
Good to hear that it worked out for you in the end, Sean!-
Maxus replied on June 28, 2008 16:38 to the question "What to do with a new covert with a poorly done stitching?" in Timbuk2:
Obviously Timbuk2 does not care enough about customers to answer simple emails. Will probably not buy another product from Timbuk2. -
Sean replied on June 26, 2008 00:00 to the problem "Strap pad missing, no response to email" in Timbuk2:
Thanks Annilita, I did get a reply from Melissa yesterday, which worked out in the end, but got somewhat confused because there was another Sean with the same problem. She said she was shipping one out to me.
No doubt I'll end up with more than one now.
The lack of response was more of a concern though. Maxus' comments are a little harsh, but understandable under the circumstances. Your web site talks about seeing auto replies within 20 minutes - that never happens, and should be fixed (even if the fix is removing that info from the website).
And of course replying to emails would help a lot :) -
Strapless replied on June 25, 2008 23:18 to the problem "Strap pad missing, no response to email" in Timbuk2:
Hey my strap pad is missing too. I received 2 (two) cross strap but no padded strap. -
annilita replied on June 25, 2008 23:04 to the problem "Strap pad missing, no response to email" in Timbuk2:
Hi Sean,
I have looked up your order and it has shipped, but there is a problem with UPS. I will call them tomorrow and will send you an email with the answer. We had an offsite warehouse conversion and had computer problems which could not ship orders out. You will get an email tomorrow. Again, I am sorry. -
Maxus replied on June 25, 2008 18:12 to the problem "Strap pad missing, no response to email" in Timbuk2:
Don't expect them to answer. They obviously either have massive technical problems, or just simply don't care about disappointed customers. They have not answered my FOUR emails sent during the last couple of weeks regarding a bag that was sewn the wrong way when I got it.
I realize now that I should have chosen a different brand that actually cares about their customers and quality. Oh, yeah, I guess they will censor this message to, as it is cheaper than to actually care about their customers. -
Maxus replied on June 12, 2008 09:46 to the question "What to do with a new covert with a poorly done stitching?" in Timbuk2:
Thank you for the reply.
I sent an email two days ago to them, but have yet to receive an answer... Sent one today too, and included a picture of the tear.
I do feel a bit sad since it so obviously is due to a sloppy sewing of the front part - something I really don't expect to get from a premium product like timbuk2. I've had bunches of messenger bags before, most were cheap (or free), and the only one I've ever had that was sewn wrong is the by far most expensive one, from timbuk2. -
programmer #1 replied on June 11, 2008 20:29 to the question "What to do with a new covert with a poorly done stitching?" in Timbuk2:
wow that sounds pretty sad. those bags are made to last a long time and for it to be ripping already is terrible. why dont you send a photo to customer service - customerservice@timbuk2.com and they may be able to help you out. -
Maxus asked a question in Timbuk2 on June 10, 2008 20:00:
What to do with a new covert with a poorly done stitching?Hi!
I just got a Covert Messenger size S, color: Cinder, when I was over in the US on vacations, as it is not available in Sweden a friend of mine got one for me. The problem is that there is a defect in the stitching in the front of the bag, where the reflective materials isn't sewn together to the end of the flap, meaning that it has already started to tear after a day of use, something that I noted on the flight back home.
One problem for me is that it would probably cost the same for me to send you the bag as it would to buy a new one, as I am back in Sweden. I am quite happy to send you pictures of the defect, however. The other problem is that I just gave away my old messenger bag, that this one replaces, leaving me without any bag if I send it away, which makes my daily life complicated.
Please advice on what to do, where I can send the pictures (if you want them) etc. I am a little saddened by this, as I have been a long time fan of your outstanding quality and are somewhat surprised that your QA has missed a defect like this on a brand new product. -
Z replied on May 06, 2008 15:26 to the question "Grabstrap and Matrix messenger" in Timbuk2:
From the factory...
I would not recommend placing a grab strap on this style. The double needle stitching would have to be removed, the grab strap inserted then re-stitched. The fabric used in the matrix is difficult to re-sew, especially a double needle re-sew. In addition the fabric in the area where the new grab strap would be inserted would be weakened due to the addition of so many new needle holes. -
Maxus asked a question in Timbuk2 on May 06, 2008 12:55:
Grabstrap and Matrix messengerIs it possible to order a Matrix (or covert) messenger bag with a grab strap?
