You're Going to Love This
03-16-11 | 07:52 PM
#1
Thread Starter
Intrepid Bicycle Commuter
Joined: Sep 2009
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From: Upstate New York
Bikes: 1976 Motobecane Grand Jubile, Austro Daimler 'Ultima', 2012 Salsa Vaya, 2009 Trek 4300, Fyxation Eastside, State Matte Black 6, '97 Trek 930 SHX, '93 Specialized Rockhopper, 1990 Trek 950
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:
That has to be the best and funniest customer support I've ever seen!!!!
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
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
03-16-11 | 09:03 PM
#2
Senior Member
Joined: Sep 2008
Posts: 5,929
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From: On the bridge with Picard
Bikes: Specialized Allez, Specialized Sirrus
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.
03-17-11 | 06:24 AM
#3
Senior Member
Joined: Dec 2010
Posts: 8,951
Likes: 14
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.
03-17-11 | 06:46 AM
#4
Senior Member
Joined: Nov 2009
Posts: 809
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From: Syracuse, NY
Bikes: 2010 Felt F5, 2010 Dawes SST-AL
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!
03-17-11 | 07:17 AM
#5
Pedaled too far.
Joined: Oct 2005
Posts: 12,851
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From: La Petite Roche
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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"He who serves all, best serves himself" Jack London
03-17-11 | 07:27 AM
#6
Senior Member
Joined: Feb 2004
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From: St Peters, Missouri
Bikes: Catrike 559 I own some others but they don't get ridden very much.
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?
03-17-11 | 08:52 AM
#7
Senior Member
Joined: Aug 2005
Posts: 1,344
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From: monroe (sw) wi
Bikes: cannondale 400st, dean el diente, specialized hybrid
03-17-11 | 10:47 AM
#10
Senior Member
Joined: Nov 2009
Posts: 809
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From: Syracuse, NY
Bikes: 2010 Felt F5, 2010 Dawes SST-AL
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.
03-17-11 | 10:58 AM
#11
Thread Starter
Intrepid Bicycle Commuter
Joined: Sep 2009
Posts: 819
Likes: 95
From: Upstate New York
Bikes: 1976 Motobecane Grand Jubile, Austro Daimler 'Ultima', 2012 Salsa Vaya, 2009 Trek 4300, Fyxation Eastside, State Matte Black 6, '97 Trek 930 SHX, '93 Specialized Rockhopper, 1990 Trek 950
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. :-)
03-17-11 | 11:33 AM
#12
Senior Member
Joined: May 2010
Posts: 92
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From: Living in the Great State of Confusion
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.
03-17-11 | 12:36 PM
#13
Senior Member
Joined: Jul 2009
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Bikes: 1986 KHS Fiero, 1989 Trek 950, 1990 Trek 7000, 1991 Gary Fisher Hoo Koo E Koo, 1992 Trek 1400, 1997 Cannondale CAD2 R300, 1998 Cannondale CAD2 R200, 2002 Marin San Rafael, 2006 Cannondale CAAD8 R1000, 2010 Performance Access XCL9R
UPS has messed with me too. California to Utah, package visited Florida and then sat in Memphis far too long... Box wasn't sunburnt...
03-17-11 | 01:41 PM
#14
You gonna eat that?
Joined: Sep 2008
Posts: 14,917
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From: Fort Worth, Texas Church of Hopeful Uncertainty
Bikes: 1966 Raleigh DL-1 Tourist, 1973 Schwinn Varsity, 1983 Raleigh Marathon, 1994 Nishiki Sport XRS
A logical scan is a scan that may or may not be a physical scan.
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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."
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."
03-20-11 | 07:25 PM
#15
Junior Member
Joined: Mar 2011
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From: Colorado Springs, CO
Bikes: 2011 Cannondale Quick CX 4; 2007 Specialized Hardrock Sport Disc
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 07:30 PM.
03-21-11 | 11:28 AM
#16
Unlisted member
Joined: Dec 2005
Posts: 6,192
Likes: 435
From: Chicagoland
Bikes: Specialized Hardrock
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. :-)
03-21-11 | 05:00 PM
#17
Membership Not Required
Joined: Jan 2005
Posts: 16,853
Likes: 18
From: On the road-USA
Bikes: Giant Excursion, Raleigh Sports, Raleigh R.S.W. Compact, Motobecane? and about 20 more! OMG
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
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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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.
"Cycling should be a way of life, not a hobby.
RIDE, YOU FOOL, RIDE!"_Nicodemus
"Steel: nearly a thousand years of metallurgical development
Aluminum: barely a hundred
Which one would you rather have under your butt at 30mph?"_krazygluon
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.
"Cycling should be a way of life, not a hobby.
RIDE, YOU FOOL, RIDE!"_Nicodemus
"Steel: nearly a thousand years of metallurgical development
Aluminum: barely a hundred
Which one would you rather have under your butt at 30mph?"_krazygluon
03-22-11 | 08:01 AM
#20
Thread Starter
Intrepid Bicycle Commuter
Joined: Sep 2009
Posts: 819
Likes: 95
From: Upstate New York
Bikes: 1976 Motobecane Grand Jubile, Austro Daimler 'Ultima', 2012 Salsa Vaya, 2009 Trek 4300, Fyxation Eastside, State Matte Black 6, '97 Trek 930 SHX, '93 Specialized Rockhopper, 1990 Trek 950
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.
03-22-11 | 09:16 PM
#21
Senior Member
Joined: Dec 2007
Posts: 2,118
Likes: 1
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.
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.
03-23-11 | 08:58 AM
#23
Unlisted member
Joined: Dec 2005
Posts: 6,192
Likes: 435
From: Chicagoland
Bikes: Specialized Hardrock
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.
03-23-11 | 01:50 PM
#24
Sputnik - beep beep beep
Joined: Oct 2008
Posts: 481
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From: Louisville KY
Bikes: '12 Jamis Coda Elite '09 Jamis Sputnik, '07 Jamis Eclipse, '13 Brompton M6R.
03-23-11 | 03:00 PM
#25
Senior Member
Joined: Jul 2008
Posts: 1,428
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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.
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.