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  1. #1
    Intrepid Bicycle Commuter AlmostGreenGuy's Avatar
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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:

    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!!!!

  2. #2
    Administrator CbadRider's Avatar
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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.
    Quote Originally Posted by toddles View Post
    So Tom only hires people that are nutty? Is part of the requirement to be a moderator on this site is that you have to be nuts??
    Forum Guidelines *click here*

  3. #3
    Senior Member Looigi's Avatar
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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.

  4. #4
    Senior Member CNY James's Avatar
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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!

  5. #5
    Pedaled too far. Artkansas's Avatar
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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.
    "He who serves all, best serves himself" Jack London

    Quote Originally Posted by Bjforrestal View Post
    I don't care if you are on a unicycle, as long as you're not using a motor to get places you get props from me. We're here to support each other. Share ideas, and motivate one another to actually keep doing it.

  6. #6
    Senior Member Retro Grouch's Avatar
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    Quote Originally Posted by CbadRider View Post
    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?

  7. #7
    rck
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    Senior Member rck's Avatar
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    Quote Originally Posted by Retro Grouch View Post
    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?

  8. #8
    Twilight Requiem AdrianFly's Avatar
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    Our buddy Phil probably "got some" the night before, the lucky guy.

    The Bearded Fred: Only known cyclist left in the world to be 100% natural and completely free from performance enhancing drugs. Also known for self reliance, amazing talent for satisfying the women and great guitar riffs. Honestly, a full racing kit is absolutely the most ridiculous looking stuff you can wear short of a clown suit."

  9. #9
    Fat Guy Rolling dcrowell's Avatar
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    Philip O is awesome. We need more customer service guys like him.
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  10. #10
    Senior Member CNY James's Avatar
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    Quote Originally Posted by Retro Grouch View Post
    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.

  11. #11
    Intrepid Bicycle Commuter AlmostGreenGuy's Avatar
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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. :-)

  12. #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.

  13. #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...

  14. #14
    You gonna eat that? Doohickie's Avatar
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    A logical scan is a scan that may or may not be a physical scan.
    Schrodinger's scan?
    I stop for people / whose right of way I honor / but not for no one.



    Originally Posted by bragi "However, it's never a good idea to overgeneralize."

  15. #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!
    Last edited by SarahE719; 03-20-11 at 08:30 PM.

  16. #16
    Senior Member no motor?'s Avatar
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    Quote 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?

  17. #17
    Senior Member wahoonc's Avatar
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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
    Webshots is bailing out, if you find any of my posts with corrupt picture files and want to see them corrected please let me know. :(

    ISO: A late 1980's Giant Iguana MTB frameset (or complete bike) 23" Red with yellow graphics.

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    RIDE, YOU FOOL, RIDE!"
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    Which one would you rather have under your butt at 30mph?"
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  18. #18
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    Quote Originally Posted by dcrowell View Post
    We need more customer service guys like him.
    x2
    Last edited by LemondFanForeve; 03-28-11 at 12:54 AM.

  19. #19
    Senior Member tpelle's Avatar
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    Well, if it went UPS Ground from California to France...............it's probably wet.
    Steel Club = BF-STL-00064

  20. #20
    Intrepid Bicycle Commuter AlmostGreenGuy's Avatar
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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.

  21. #21
    Senior Member coldfeet's Avatar
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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.

  22. #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.

  23. #23
    Senior Member no motor?'s Avatar
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    Quote Originally Posted by AlmostGreenGuy View Post
    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!

  24. #24
    Sputnik - beep beep beep Wake's Avatar
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    Quote Originally Posted by wahoonc View Post
    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
    DC-8 IMG-015.jpg

  25. #25
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    Quote Originally Posted by Doohickie View Post
    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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