Best customer service I've ever had!!!…read more
I bought my first Timbuk2 messenger bag at MEC. It was on sale at almost 60% off and was a steal. I'd heard of the company, but not enough to form a real opinion on them. Nonetheless, the bag looked very high quality and was a great price. I used the bag everyday, and after about a year the finish was bubbled and peeling. Still the bag was working just fine, but looked rather beaten up. A friend suggested I call the company and see if I could get it warrantied. I checked their web site, sent them an email with pictures and about 2 hours later got an email confirming it was covered. The email's time was friendly and apologetic and said send us the bag and we'll fix it. When I asked what the address to send the bag to be fixed, they informed me that (again apologies accompanied the email) the fabric was a known problem child and couldn't be fixed, so they were just going to give me a new bag. Within the next few emails it was discovered that I live in Toronto, they had just opened up a new store close by to me, and they could ship my bag to San Francisco for no charge for me. When I arrived at the store, the staff was incredibly helpful, and the company then sent me a credit by email right there and then so I could get a new bag. Even though staff had never processed a claim like this, they had it taken care of and figured out within minutes. Total time it took to process claim and get me a brand new bag: less than 24 hours.
Great quality bags, great staff, I highly recommend!!!
UPDATE: Now at about the 4-5 year mark, the bag has shown some wear and tear including small holes in the bends of the fabric, but nothing too significant in that department. The issue I have is with the strap. For some reason, now that the bag is older it won't stop falling to the right side of my body when I ride, even after multiple adjustments. I realize it's a messenger bag, but this didn't really happen before, so I find it odd it does now. Also, the snap that adjusts the length of strap seems to let go quite easily, and strangely enough the straps themselves twist and get tangled easily within the guides. I've been to the store a number of times and they fixed it once, but the problem resurfaces and after that they had no answer. I finally emailed their customer service in SF as I had with my first Timbuk2 bag to again get that legendary warranty care, and didn't hear from them. So I emailed again, and got a reply saying they were very busy and emails were answered in order they are received and they'd get back to me shortly....and nothing after that. From what I hear from reading customer reviews and from speaking to in-store reps, there seem to be a prevalent number of bags where faulty fabric or snaps are the issue. Since the problem appears to be ongoing, not sure I would still buy another bag from them