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Kick ass customer service

Over 4 years ago, in January 2006, I treated myself to a laptop bag. I hadn't actually gotten to see one or hold one before ordering it, but the reviews I saw on the bags from this Seattle company, Tom Bihn, were overwhelmingly positive. I already had a "Brain Cell" laptop sleeve from them to protect my laptop. Now I wanted a bag that would hold my Brain Cell.

I settled on their "ID Messenger Bag", and picked my colors. I believe the bag was $140 when I bought it, which seemed like a lot. It has been worth every penny. After over 4 years of almost daily use, there is virtually no wear showing. Most bags would wear out after a year or two, but this one lasted. Definitely makes it worth the extra money.

Then, a month or so ago, I picked it up and part of the stitching attaching the shoulder strap came loose. On a whim I checked their website and found that they do repairs. No charge if it was a manufacturing defect, otherwise let them know what and they'll get you an estimate. After how long I had been using it, it absolutely did not fall into the manufacturing defect category!

One of the beautiful things about Tom Bihn Bags is that they are all handmade at their factory in Seattle, so if it was sent in for repair, it would be fixed right where it was originally made.

I sent my request for an estimate, and was very pleasantly surprised when I got an email back telling me they'd cover the cost of the repair. Wow! I was completely expecting to pay $25-50. A free repair on a 4+ year old bag? Now that's customer service!

I wanted a couple accessories (an organizer pouch, luggage tags, etc.) so I put an order for those in with the bag when I sent it in. I also put an Official Stunt Double Moose in the bag's Moose pocket along w/a point & shoot camera, since real Moose isn't allowed to travel unsupervised. Less than a week after the bag was received by Tom Bihn, it was repaired and back home! OSD Moose got to visit Tom Bihn's retail store, and got pictures. And the accessories I wanted? The ones I gave them my credit card number for? The note that came back with the bag & Moose said that they were included at no charge!

Now tell me, with service like that, who wouldn't recommend this company to everyone they know? Yeah, Tom Bihn gets my recommendation just based on the incredible quality of their bags, but their awesome customer service just reinforces it!


My ID with Moose in it:
Tom Bihn & Moose


Stunt Double sitting atop a mountain of Brain Cells:
At the Tom Bihn store in Seattle

The biggest problem with Tom Bihn bags is that they don't wear out, so you can't talk your husband into letting you get another one!

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( 12 comments — Leave a comment )
(Deleted comment)
hellziggy
May. 1st, 2010 05:16 pm (UTC)
Yep, when I go to work I take my laptop, so the messenger bag is my purse most days too.
dragonsally
May. 1st, 2010 06:52 am (UTC)
Stunt Moose!

That really is awesome customer service. well worth paying those dollars, for the service alone.
mad_brilliant_
May. 1st, 2010 08:19 am (UTC)
Haha! That is awesome! \o/
scubagrrl
May. 1st, 2010 10:49 am (UTC)
Dang, that *is* good customer service! I don't have a laptop bag, but I don't take my laptop out, so it's not an issue. But if and when I need a bag, I'll definitely remember this company!

Moose is so cute on the stack of bags!
hellziggy
May. 1st, 2010 05:30 pm (UTC)
They've got non-laptop bags too. You'd probably love the Cafe Bag: http://www.tombihn.com/page/001/PROD/500/TB0202
kniblet
May. 1st, 2010 11:21 am (UTC)
That's an awesome story! I *heart* my Tom Bihn bag.
kajicarter
May. 1st, 2010 12:29 pm (UTC)
Wow! That is spectacular! I will definitely take a look at their site now that I have a computer that will be travelling!
hellziggy
May. 1st, 2010 05:42 pm (UTC)
Even if you don't get one of their bags, you can get something like the Brain Cell to protect it no matter what bag you put it in. When I use a bag that's not my Tom Bihn I still use the Brain Cell. http://www.tombihn.com/page/001/PROD/300/TB0300
kajicarter
May. 1st, 2010 05:51 pm (UTC)
I'm now contemplating the Imago for regular use, and possibly the Cache. My new portable is an iPad, but that looks like a lovely substitute for the purse I don't carry! (I don't think the iPad will fit in my leather jacket.) My only concern is that the bag might be a little smaller than I think it is, but I suspect they would let me exchange for the next size up.
hellziggy
May. 1st, 2010 06:04 pm (UTC)
If I had an iPad I'd defiinitely be getting a Cache for it!
And yes, they would definitely let you exchange for a larger size. If you were trying to decide between two you could also order both and just return the one that didn't work. The are so awesome to work with, and you know you'll always be contacting a real person.
(Deleted comment)
hellziggy
May. 1st, 2010 05:49 pm (UTC)
I say yes. Rick? Not so much! LOL
I'd also like an Ego or Super Ego for when my ID just isn't quite big enough.
scotia_girl
May. 1st, 2010 04:32 pm (UTC)
I got to looking at their carry-ons and accessories. Now I want to buy a bunch of stuff for travel that I don't even have planned!!!
hellziggy
May. 1st, 2010 05:52 pm (UTC)
Their site is like crack. Once you've got one of the bags you start trying to figure out what else you need!
whimsywinx
May. 1st, 2010 10:32 pm (UTC)
Spectacular!! I will give them a chance when I need a new bag.
( 12 comments — Leave a comment )

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