TImbuk2 makes me angry!

[psycho-]

:mad:

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.

[ArkiStan]

That is poor service. Often I realize that by buying certain items I have to accept a certain amount of risk. I'm happy to see companies that offer risk-free satisfaction guarantees. Looks like Timbuk2 is not one of those.

[mcs328]

I can't believe they wrote saying you should take it to your local tailor.

[psycho-]

I can't believe they wrote saying you should take it to your local tailor.


Well, they vindicated themselves. 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.