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Traveling to Timbuk2
Every now and then you experience customer service
which makes you smile.
In the information technology world that can
be a tall order given the fact that little human interaction typically
occurs.
Rather, the test of “on-line” excellence
comes in the form of well designed, commerce-enabled web sites which are
fast, secure, simple, and information-rich.
We judge the person and the company by the
“fruits of their labor.”
There are plenty of excellent examples of good
customer service on the web.
But today I encountered a web site that not
only featured excellent products on an excellent site, but also
demonstrated a compelling level of creativity.
I was in the market for a bag for a notebook
computer.
I had thoroughly researched alternatives
visiting several manufacturers’ web sites.
In the end, I chose a bag offered by a
company called Timbuk2.
I first encountered their products while
visiting the DELL web site.
I was impressed enough that I added their
company to my “gotta check’em out”
 list.
I not only checked’em out, I made a
purchase.
The on-line ordering process was rapid and
seamless.
Lucky me, they even offered a Christmas
shipping special of a free 2-day delivery upgrade.
When my order was complete I jumped over to
my e-mail to check for confirmation.
As quick as I could make the switch, the
confirmation had arrived in my e-mail IN box.
I opened the e-mail to find this (I filled
in the order specifics with x’s and ?’s to protect my privacy):
Thanks for picking us. Your new bag is gonna ROCK!
Here is your order summary email.
We suggest that you actually read it and like it because this is what you are getting
and the Lucky One's address below is where we are going to send it. If you must be
That Person, we can TRY our best to make changes or cancel your order.
This is only if we have had enough coffee and our warehouse hasn't. You will need
to send your email to changeorder@timbuk2.com. Remember, this is only if your order
is NOT IN PRODUCTION. Once your order makes it to our production line, we can't change
it for you and if it's custom, we can't take it back. Not because we don't love you; but
because we already have really, really nice custom made Messenger bags from Timbuk2.
It's part of the uniform.
Your order number is xxxxxxx
ORDER SUMMARY:
WHO PAID
Robert Wichlinski
xxx xxxxx xxx xxxx
Valparaiso, IN United States, 46385
THE LUCKY ONE
Robert Wichlinski
xxx xxxxx xxx xxxx
Valparaiso, IN United States, 46385
WHATCHURGETTING
1 Medium Metro Messenger <br/> Ballistic Fabric $??.00 ea.
Ballistic Nylon black / Ballistic Nylon black / Ballistic Nylon black
Liner : grey
Logo : gun metal
Grab Strap
HOW MUCH YOU SHELLED OUT
number: XXXXXXXXXXXXXXX - $??.00
Subtotal: $??.00
Shipping: $?.00
Tax: $?.00
Total: $??.00
Now here's the part you really want to read.
When will my order ship?
Your order is being sent to the warehouse right now. Orders are fulfilled and out
the door in up to 3 business days. It all depends on how many orders are in line
in front of yours. If you selected an expedited shipping method like Second Day or
Next Day Air, your order will ship within 1 to 2 business days. Business means
Monday through Friday and excludes most US holidays, just in case you didn't know.
Now you do. FYI custom bags do not require any additional processing time.
How long will it take my order to get to my loving, waiting arms?
Once your order ships via UPS it will take 3 to 7 business days to arrive depending
on where you call home. You can track your order on our website using your order number
and clicking http://www.timbuk2.com/wordpress_cms/customer-service/order-tracking/ or
you can be patient and wait for UPS to send you a notification of shipment indicating that your
order has left the building. Please note that your item must ship before anyone can track
it and it can take up to 48 hours for your tracking information to trickle down from UPS to our systems.
What if I live across the pond?
International orders are shipped via UPS International Express.
Transit times average 3-5 business days for delivery.
**International Express price does not include Duty, Customs Adjustment or VAT.
Up to $75 additional charges in VAT and duties may apply upon delivery of the product.
What if I entered my email address in wrong?
Our deepest sympathies are being sent to you via UPS because you haven't read any of this.
Much Love,
Timbuk2 Designs
Here’s a company that screams innovation; their company name,
their products, their web site, and even their written communication.
I was inspired and I hope you are too. Attention to detail DOES
make a real difference - as does permission for personal expression.
As always, I can be reached via e-mail at b@219.com
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