Perry Klebahn heads for Timbuk2

Always focused on walking the walk, one of our very best thinkers and doers, Perry Klebahn will be heading up Timbuk2 in the very near future. We’d go on and on, but Bob Sutton has already said it better. We’re looking forward to reaping the knowledge rewards of Perry’s latest endeavor.

2 Responses

  1. Andreas
    Andreas May 23, 2007 at 4:49 pm |

    Perry Klebahn might know design, but he didn’t do anything for their customer service at Timbuk2. Here’s my experience,
    Chivalry is dead, freedom of speech is almost dead, and apparently to a reputable well-liked San Francisco company called Timbuk2, customer service is also dead. I recently purchased a $120 bag that came up to $140 with shipping that I intended to use as my new laptop bag. My old bag has served me well, but after 5 years I figured that I had deserved to buy myself a new bag. I justified such an expensive purchase as “it would be good for my career”. In fact, I simply wanted a new bag.
    I had read and heard a lot of buzz about a small upstart San Francisco company called Timbuk2 that made very trendy, hip messenger bags that had quickly built a following in the San Francisco bay area. After visiting their site a few times, I finally garnered up the courage to spend over $120 for a bag that was not made out of leather and by all lengths of the imagination was not the next Coach in the making, but I succumbed to my inner trend setter and purchased an XL Messenger bag in black and gray.
    I was very excited for the next couple of days anticipating how cool I would look with my new Timbuk2 bag. Finally the bag arrived and I quickly realized that a grave mistake had been made. I had accidentally ordered the Messenger bag instead of the Messenger bag laptop edition. I was devastated. This bag was completely useless to me since it had no laptop sleeve, nor any of the pockets and slots for my pens, pencils, cell phone, and MP3 player that we all come to expect. After realizing my mistake I felt confident that this reputable Bay area company would see the order mistake, and would simply exchange the bag for a new one.
    The next morning I called Timbuk2 and told them the mistake I had made. I asked if I could simply exchange the bag for a laptop edition and I would be happy to pay for any extra shipping or even restocking fee if they had one. To my utter surprise and subsequent horror, I was told that I could not return the bag because I had chosen my own color scheme. I had chosen a black-gray-black color scheme and they informed me that I had absolutely no option to return or exchange the bag. I told the lady I was speaking with that I had not even taken the bag out of the shipping envelope and I would not be able to use the bag. I would ultimately be out $140 because I would have to buy a new one. With a coy chuckle she told me to sell it on Craigslist or eBay. I was devastated.
    It is now 3 weeks after receiving the bag and I still have the bag in possession. Timbuk2 has offered to give me a 20% discount that I could use to buy a laptop sleeve that would go into this bag. The fact is that even if I would spend another $20-$30 I would still not have the bag I originally wanted. Timbuk2 was quick to point to their fine print policy, but I feel that how can a company with a seemingly great reputation not want to make an order mistake right to their customer? Computer companies make custom computer systems for their customers and yet they return or exchange their products.
    I even tried to take Timbuk2’s advice after seeing that the company had callously pushed me aside, and I listed my bag on Craigslist. Timbuk2 had said that these bags go for almost full value through the classified, yet to this day, I have not received one single email inquiry. I even listed the bag for half off- $75. I did some subsequent research on eBay and noticed that my exact bag was selling for $49. How was this possible?? Were these counterfeit bags selling on eBay? Did Timbuk2 know about this? They obviously weren’t doing anything about it. Either way I am still with a bag I don’t want, and the company that was happy to take my order now is doing nothing to make this right for me. I could have been a passionate advocate for their company, had they only displayed the type of customer service that we come to expect. The best companies set themselves apart from others by going above and beyond for the customer, obviously not Timbuk2.

  2. Will
    Will August 23, 2007 at 3:24 pm |

    Bummer, dude. Although, it does say on the site that customs can’t be returned (and I did remember reading that line before I bought my bag), so you can’t really blame them here unfortunately. They do make fantastic bags. Well, think of what a cool gift it would make for someone else, I guess.

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