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Edgeless strapped Synapse 25 issue

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  • CountBy5
    replied
    Noticed all the Edgeless options for the synapse on the website is gone. Any updates on these?


    Sent from my iPhone using Tapatalk

    Leave a comment:


  • G42
    replied
    Originally posted by jawnsayrau View Post
    "you are willing to learn bereft of arrogance"
    what a fantastic sentiment
    I'm writing that one down to work on...

    Leave a comment:


  • jawnsayrau
    replied
    Originally posted by Darcy View Post
    We looked into this and we did make a mistake in the spacing of the Edgeless Straps on the Synapse 19 and Synapse 25. So, thank you (and earth5 and azilet) for reporting this to us, and we're very sorry about this (and rather mortified). We'll email everyone who ordered a Synapse 19/Synapse 25 with Edgeless Straps and make arrangements to make it right for anyone who doesn't like this spacing (this "mistake" spacing might actually work better for some people.)
    This is what separates TB from other companies. A company that is willing to admit that they did make a mistake. Shows vulnerability and engenders trust. That's why we love you TB as you are willing to learn bereft of arrogance. In your case given your fanatical obsession with quality, you might even be forgiven for it, should you choose to display it. The fact that you don't, marks you apart as a truly exceptional company to do business with. Keep it up Darcy and the rest of the crew!

    Leave a comment:


  • Darcy
    replied
    Originally posted by CountBy5 View Post
    Has this issue been fixed yet? Is it safe to order an Edgeless strapped s19 now? Thanks
    Yes, it's been fixed. Safe to order an Edgeless Strap Synapse.

    Leave a comment:


  • G42
    replied
    Originally posted by CountBy5 View Post
    Has this issue been fixed yet? Is it safe to order an Edgeless strapped s19 now? Thanks


    Sent from my iPhone using Tapatalk
    I assume that once the issue was identified, TB wouldn't let any incorrect ones go out the door, but we'll Darcy to confirm

    Leave a comment:


  • CountBy5
    replied
    Has this issue been fixed yet? Is it safe to order an Edgeless strapped s19 now? Thanks


    Sent from my iPhone using Tapatalk

    Leave a comment:


  • Tonya
    replied
    Originally posted by xyppy View Post
    I spent the weekend wondering whether my beautiful Wilderness S19 that arrived this morning would have to cross the country again to have this issue fixed. I'm happy to say that the narrower spacing of the straps does not bother me. In fact, I like it! I probably wouldn't have noticed the spacing had it not been pointed out to me.
    Haha agree! I'm not sure I would have noticed if TB hadn't sent the email, but how very courteous that they did. I'm also debating because I love my new pack, and not sure 1/4" would be worth the travel time.

    Leave a comment:


  • Tonya
    replied
    Originally posted by Darcy View Post
    We looked into this and we did make a mistake in the spacing of the Edgeless Straps... and we're very sorry about this (and rather mortified).
    Meh who doesn't make mistakes? I think I made a good dozen or so today, so please don't be mortified. I purchased the new S25 with the edgeless straps and I noticed that it wasn't as comfortable as my SN22, but with a couple of days of use, so far they've settled nicely. I'm debating about whether to even bother with the fix because I'd dearly miss my bag. I just returned tonight from a 5 day car trip across 4 states and only took my S25. It performed perfectly and is now my new BFF. However, I'm a 5' 5" female with a narrow frame. I do think someone with a linebacker necked size may struggle. Thanks for the offer, Darcy & the TB Crew, and the kind email message. But again, it's just a detail. You all are awesome!

    Leave a comment:


  • Darcy
    replied
    Originally posted by earth5 View Post
    Darcy if I haven't gotten an email, should I wait or contact CS? I don't want to mess up the process as I'm sure it can easily become a logistical pain
    Definitely [email protected] -- I'll also look into why you didn't receive the email!

    Leave a comment:


  • earth5
    replied
    Originally posted by Darcy View Post
    Thankfully, the Guide's Edition Synapse 25s are at a point in the process of being made that means they won't have this issue. Sorry! I do think most people prefer the wider spacing... we did a lot of testing with the original placement/spacing of the Edgeless straps and somehow we came up with a strap and spacing that's about as close to universally comfortable as we think we could reasonably get. We'll see though when we send out emails on Monday to everyone who ordered a Synapse 19/Synapse 25 with the Edgeless Straps... it'll be interesting for us to learn if/how many people would prefer to keep the bags as they have them.
    Darcy if I haven't gotten an email, should I wait or contact CS? I don't want to mess up the process as I'm sure it can easily become a logistical pain

    Leave a comment:


  • xyppy
    replied
    I spent the weekend wondering whether my beautiful Wilderness S19 that arrived this morning would have to cross the country again to have this issue fixed. I'm happy to say that the narrower spacing of the straps does not bother me. In fact, I like it! I probably wouldn't have noticed the spacing had it not been pointed out to me.

    I really appreciate the customer service option available had this been an issue for me.

    Leave a comment:


  • KAB
    replied
    Originally posted by Darcy View Post
    I get that worry (I might feel the same way) and I'm glad you said something! So: please keep doing that.



    Thankfully, the Guide's Edition Synapse 25s are at a point in the process of being made that means they won't have this issue. Sorry! I do think most people prefer the wider spacing... we did a lot of testing with the original placement/spacing of the Edgeless straps and somehow we came up with a strap and spacing that's about as close to universally comfortable as we think we could reasonably get. We'll see though when we send out emails on Monday to everyone who ordered a Synapse 19/Synapse 25 with the Edgeless Straps... it'll be interesting for us to learn if/how many people would prefer to keep the bags as they have them.

    And thank you GrussGott and everyone else for your understanding and graciousness. We know exactly what went wrong here so we can prevent it from ever happening again. At the same time, it's tough to make a mistake like this just knowing it can be, at the very least, a hassle for folks.
    Thank you Darcy and all at TB.....again your care and consideration for your customers is amazing and very special. Greatly appreciated!

    Leave a comment:


  • Darcy
    replied
    Originally posted by azilet View Post
    Thank you Darcy for this information! (I was worried, and embarrassed, about being an unlikely princess with a pea.)
    I get that worry (I might feel the same way) and I'm glad you said something! So: please keep doing that.

    Originally posted by slightlysaltybagman View Post
    Oh man, I kind of like the idea of the narrower spacing... If you've already made a couple of the GE's that I pre-ordered, I could save you some time!
    Thankfully, the Guide's Edition Synapse 25s are at a point in the process of being made that means they won't have this issue. Sorry! I do think most people prefer the wider spacing... we did a lot of testing with the original placement/spacing of the Edgeless straps and somehow we came up with a strap and spacing that's about as close to universally comfortable as we think we could reasonably get. We'll see though when we send out emails on Monday to everyone who ordered a Synapse 19/Synapse 25 with the Edgeless Straps... it'll be interesting for us to learn if/how many people would prefer to keep the bags as they have them.

    And thank you GrussGott and everyone else for your understanding and graciousness. We know exactly what went wrong here so we can prevent it from ever happening again. At the same time, it's tough to make a mistake like this just knowing it can be, at the very least, a hassle for folks.

    Leave a comment:


  • GrussGott
    replied
    Originally posted by slightlysaltybagman View Post
    Oh man, I kind of like the idea of the narrower spacing... If you've already made a couple of the GE's that I pre-ordered, I could save you some time!
    I'd like the wider spacing and don't mind waiting so if "round 2" volunteers would help, I'm in!

    Leave a comment:


  • slightlysaltybagman
    replied
    Oh man, I kind of like the idea of the narrower spacing... If you've already made a couple of the GE's that I pre-ordered, I could save you some time!

    Leave a comment:

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