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Old 03-16-11, 07:52 PM   #1
AlmostGreenGuy
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You're Going to Love This

So I place a small order with Timbuk2 last week, and it ships out via UPS. I've been tracking the package for about a week, and suddenly this morning, I notice that my package has taken a very wrong turn on its way from California to New York.!!!!

Take a look at the tracking:



So I send an email off to Timbuk2 customer support, letting them know that their might be a problem. Here's where it gets really funny. This is the email I get back from Timbuk2:

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Hi Matthew!

Holy CRAP! Einstein was wrong about that whole space time thing... I'm sorry your package is taking extra time to reach you, it must have taken a left instead of a right at the last wormhole, and instead of getting there two weeks ago, will be there next Monday.

But seriously, I was just on the phone with UPS for fifteen minutes trying to figure out what's up, but since France's office is closed, they could only go so far. The nice lady I spoke with said that the scans in France are "logical scans" which may or may not be physical scans, so your package probably never even went to France. I inquired as to why that would be a "logical scan" and the answer I received was along the lines of "A logical scan is a scan that may or may not be a physical scan." Well thank you Mr. Spock, but that doesn't seem logical at all to me.

So I am awaiting a call back from UPS to wrap this thing up for you. I apologize for the extended travel time Matthew, but rest assured your package will get to you! It might even smell like wine, cheese, and a fresh baguette. Thanks so much for your patience, have a great day!
Philip O
Timbuk2
That has to be the best and funniest customer support I've ever seen!!!!
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Old 03-16-11, 09:03 PM   #2
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I wonder if they let Phillip O respond to all of the customers who have shipping issues. He's worth his weight in gold if he can keep customers happy when their delivery is delayed.
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Old 03-17-11, 06:24 AM   #3
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At least it didn't wind up in Timbuktu. I once had a UPS package do similar, though it didn't make outside the continental US. It went from CA to NY to me in NV, took 2 weeks extra and the package was beat to a pulp. Stuff was OK though.
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Old 03-17-11, 06:46 AM   #4
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wow. I actually a little surprised that they would just send you a new package and ask that you return the other one, just so you don't have to wait the extra time. keep us updated!
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Old 03-17-11, 07:17 AM   #5
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I had one bicycle jersey that actually reached my home, but because I wasn't there to sign for it, it went back to the post office and disappeared.
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Old 03-17-11, 07:27 AM   #6
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I wonder if they let Phillip O respond to all of the customers who have shipping issues. He's worth his weight in gold if he can keep customers happy when their delivery is delayed.
Yeah, but it's still just entertaining smoke. All he really said is that neither the shipper nor UPS knows where the package is or when it's likely to arrive. What good is that?
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Old 03-17-11, 08:52 AM   #7
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Yeah, but it's still just entertaining smoke. All he really said is that neither the shipper nor UPS knows where the package is or when it's likely to arrive. What good is that?
There's no value in entertainment?
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Old 03-17-11, 09:14 AM   #8
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Our buddy Phil probably "got some" the night before, the lucky guy.
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Old 03-17-11, 09:41 AM   #9
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Philip O is awesome. We need more customer service guys like him.
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Old 03-17-11, 10:47 AM   #10
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Yeah, but it's still just entertaining smoke. All he really said is that neither the shipper nor UPS knows where the package is or when it's likely to arrive. What good is that?
while I agree, I also believe that the goal is always to keep your customer happy. if it's as easy as a little bit of joking around, that's great. I would say he took a chance since he had no idea how the OP would receive the message but all in all, it isn't a terrible approach as long as he ultimately seeks a resolution.
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Old 03-17-11, 10:58 AM   #11
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I checked my tracking this morning, and the package has been mysteriously relocated to Illinois. I'm not sure if it is physically there, or just logically there, but one does not question the UPS transporter beam. One only trusts that Scotty will not scatter the atoms of Bones McCoy or my Timbuk2 box. :-)
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Old 03-17-11, 11:33 AM   #12
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I love it. Phil must have had lots of dealing with UPS. I hate UPS. I had a similar thing happen. Ordered something from a California store, I live in Utah, They first sent it to the East Coast where it sat for a couple of days before being discovered it wasn't supposed to be there, then they sent it on to me.
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Old 03-17-11, 12:36 PM   #13
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UPS has messed with me too. California to Utah, package visited Florida and then sat in Memphis far too long... Box wasn't sunburnt...
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Old 03-17-11, 01:41 PM   #14
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A logical scan is a scan that may or may not be a physical scan.
Schrodinger's scan?
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Old 03-20-11, 07:25 PM   #15
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Love it! I work in customer service and would love to have the freedom to respond like this from time to time. Great job Philip O!

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Old 03-21-11, 11:28 AM   #16
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Originally Posted by AlmostGreenGuy View Post
I checked my tracking this morning, and the package has been mysteriously relocated to Illinois. I'm not sure if it is physically there, or just logically there, but one does not question the UPS transporter beam. One only trusts that Scotty will not scatter the atoms of Bones McCoy or my Timbuk2 box. :-)
Should I keep an eye out for it?
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Old 03-21-11, 05:00 PM   #17
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Best and worst UPS story...

I had some special order brackets coming from Atlanta to a project in NC, they were routed through Philly...Plane burned up on the taxiway, no products. Had fun explaining that one to the owner.

Aaron
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Old 03-21-11, 05:05 PM   #18
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We need more customer service guys like him.
x2

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Old 03-21-11, 07:29 PM   #19
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Well, if it went UPS Ground from California to France...............it's probably wet.
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Old 03-22-11, 08:01 AM   #20
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My Timbuk2 Shagg Bag finally arrived yesterday!!!!! It's a very nice small bag, designed for holding your smart phone on a pack strap. Alas, the medium sized Shagg bag is too small for my particular smart phone, a Droid X. But after all my little Shagg Bag has been through, I just don't have the heart to sent it back to Timbuk2. I'm just going to eat this one. Maybe I'll give it to my daughter to hold her silly bands or Zuzu Pets or whatever she plays with now.
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Old 03-22-11, 09:16 PM   #21
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Ah, UPS. They're overall not too bad, but man, when they screw it up they don't do it by halves.

They once shipped a $3,000 piece of indoor electrical equipment for us, then left the large cardboard box on the doorstep, in the pouring rain.
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Old 03-22-11, 09:33 PM   #22
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some days it really makes you wonder if ups is run by the government. they both seem really good at screwing things up.
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Old 03-23-11, 08:58 AM   #23
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My Timbuk2 Shagg Bag finally arrived yesterday!!!!! It's a very nice small bag, designed for holding your smart phone on a pack strap. Alas, the medium sized Shagg bag is too small for my particular smart phone, a Droid X. But after all my little Shagg Bag has been through, I just don't have the heart to sent it back to Timbuk2. I'm just going to eat this one. Maybe I'll give it to my daughter to hold her silly bands or Zuzu Pets or whatever she plays with now.
Better allow some extra time for shipping if you order a bigger bag from Timbuk2. No telling what route that would take to get to you!
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Old 03-23-11, 01:50 PM   #24
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Best and worst UPS story...

I had some special order brackets coming from Atlanta to a project in NC, they were routed through Philly...Plane burned up on the taxiway, no products. Had fun explaining that one to the owner.

Aaron
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Old 03-23-11, 03:00 PM   #25
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Schrodinger's scan?
A logical scan is one that's implied by the container. So the shipper gives the package to UPS, UPS puts it on a trailer or in an air freight container. Wherever that container goes, until it's opened up, so should everything in it. They don't scan everything in the container at each step, because that would waste lots of time. They assume that everything that was on the trailer when they left Hooverville is still there when they get to Coolidgeburgh. So if your package isn't on the trailer to Coolidgeburgh, it'll show as having arrived there, but since it's not really there, it won't get sorted into the delivery truck, or the truck going to the next hop. Eventually, the package is going to get somewhere where it'll be scanned,[1] and it may look like it teleported from Coolidgeburg to Pierceville.

All the package delivery companies do this to some extent.

[1] unless, of course, it's really lost. In which case, well, maybe they'll look for it.
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