Loading Profile...
Too quick to production and lame resolution...
I finally convince myself to get myself a custom timbuk2 bag last night and go online to select the color combo and eagerly await my new bag. But wait, I made a mistake. I reviewed the size faq and realized that I only needed a medium bag. I get distracted and I place the order anyway. Yikes! I only want a Medium bag, my mistake. Although, lots of time went by between color selection and purchase, changing the size had slipped my mind. I look at the order receipt and determine that all is not lost, I can call in the morning. Whew. I call in the morning, I speak to someone and explain the issue and ask them to modify the order before it goes into production.
She tells me there are no changes once the oder is submitted and no returns since the team goes into production at 7am PST the bag is already in the queue. I ask her if it makes sense that there is no opportunity to remedy the situation before it goes into production, i.e customer service available at 9am PST. She says it is posted on your site under customer service. She also suggests that I just try to sell it on eBay or Craigslist for near the retail price. So then I have a deficit and no bag. What's the right way to solve this?
Why wouldn't Timbuk2 delay production by ~some amount to allow a fix?
I haven't even seen my bag and I'm already disappointed.
Demian
She tells me there are no changes once the oder is submitted and no returns since the team goes into production at 7am PST the bag is already in the queue. I ask her if it makes sense that there is no opportunity to remedy the situation before it goes into production, i.e customer service available at 9am PST. She says it is posted on your site under customer service. She also suggests that I just try to sell it on eBay or Craigslist for near the retail price. So then I have a deficit and no bag. What's the right way to solve this?
Why wouldn't Timbuk2 delay production by ~some amount to allow a fix?
I haven't even seen my bag and I'm already disappointed.
Demian
1
person has this problem
I have this problem, too!
Tell me when someone solves it.
The more people who report this problem, the more it gets noticed.
The more people who report this problem, the more it gets noticed.
-
Inappropriate?In order to get Custom Bags sewn and out the door within 1-2 business days (our super speedy average!), we can't delay production, that's why we say there are no changes to custom orders: http://www.timbuk2.com/tb2/cms/faqOrd...
During busy times there may be enough of a delay in custom orders going into the queue that we can accommodate changes and we do our best to catch them, but sadly once orders are in the hands of our speedy production staff, we are unable to halt the line to look for the proverbial needle in a haystack.
We're sorry if this is a bummer and we don't want you to be disappointed. Hopefully when you meet your bag in person, you will fall in love all over again! The large is a great size for when you want to carry more, and for when you want to carry less it really doesn't weigh much more then the Medium. The great thing about Messengers is they are soft sided so they can grow or shrink if you will to fit what you need to carry!
I’m hoping this helps!
1 person says
this solves the problem
-
-
Inappropriate?But honestly I feel for ya. Can you post a picture of the bag? Maybe someone here wants it.
-
Inappropriate?wow. "too quick to production" is usually not listed as a complaint.
In this case it's truly a bummer that our production process for custom made bags is so freaking fast.
We try to convey the importance of reviewing your non-returnable custom bag order during check out: "NOTE: Your order contains one or more non-returnable items. We cannot accept returns on any custom item..." in bold font on the bottom of the shopping cart before you click "checkout".
If you have suggestions on how we could better communicate this we're always open to suggestions.
It's not often that consumers order products online that are made specifically for them .Finding way's to continually improve communication that difference and the non-refundable policy that has to apply to these orders is super important.
2 people say
this solves the problem
-
Inappropriate?Certainly, I know "Too fast" isn't a common complaint, but I do think the mismatch in ability to respond is outta whack with the production timeframe. I thought for sure that there would be no problem getting personal customer service from a "smaller" company operated outta SF.
Things looked more promising last night.
For improvements, I don't know. Perhaps a checklist for each item? I only glanced at the specs since I'd been "looking" at the bag for a while and thought I was happy. My eyes said "that's my bag", so I only glanced at the text. My bad, but I'd bet it happens to others when they printed their receipts too.
Isn't it important to make sure customers get what they want? Give 'em a window of time for the errs of their hasty ordering to be rectified. Especially since I don't buy ~$150 bags everyday and am unlikely to buy a second to fix the mistake.
I can't imaging trying to sell "not-my-bag" online for close to the cost, but somehow I imagine it being quite simple for Timbuk2 what with your retail presence.
I will take the suggestion to see if anyone else wants the bag. I've posted a link here: ftp://ftp.csbs.utah.edu/incoming/not_my_bag-1.jpg It's a large, I wanted a medium.
demian
I’m sad, frustraded, out $150, disappointed, bagless
-
Inappropriate?Apparently, the server won't load the image directly, but the pic is in the parent directory.
I’m indifferent
