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Poor Customer Service From Sig

This is a discussion on Poor Customer Service From Sig within the SIG Sauer Pistols forums, part of the SIG Sauer Forum category; Back in April, I ordered another barrel for my 9mm SP2022. I wanted to polish one and keep the other original in case I decided ...


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Old 07-16-2013, 11:30 AM   #1
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Poor Customer Service From Sig

Back in April, I ordered another barrel for my 9mm SP2022. I wanted to polish one and keep the other original in case I decided to ever sell the gun. When I placed my order, I specifically told the CSR my gun was equipped with the Loaded Chamber Indicator and the barrel would need to have the "slot" to be compatible. He said, no problem. It will.

Fast forward to yesterday. Barrel finally arrives. Guess what? No slot. Immediately got on the phone to Sig. Talked to Kyle. Gave him the whole story. He tells me there is only one part number for a SP 2022 9mm barrel. I told him the part won't work in my gun so I want a refund. He then gives me the address to send it back. I had to ask for a FedEx return shipping label. Reluctantly, he sent me one. I'm not so much pissed about the barrel as I am with the way Kyle treated me over the phone. He needs some training from Smith & Wesson and so does the person that took my order back in April.
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Old 07-16-2013, 11:37 AM   #2
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Man, the world is a mixed bag of customer service. I've heard good and bad stories from Sig as well as other manufacturers.

Quick example of the odd difference (not gun related): Went to Disney World in '06 ate at a certain restaurant which was one of my favorite. Had a meal plan that INCLUDED the tip period, end of story. One of the higher end places to eat too. Crappy service, first time in 10 trips I've ever experienced that bad of service there. Fast forward to 5 weeks ago, went back for the first time since then. Same place, different tune. Great service, gratuity NOT included in the meal plan any more....hrmmmmm.


I used to work at Rangers Ballpark, from 2000-2010 in food service. I learned that you have to treat every customer as this is their "first time." First trip, first meal there, first gun purchase, etc. Doesn't matter what's on your plate, you hang it up once you walk in the door of your customer service job. I mean, that's what you're there to do, help customers by providing some kind of service. Doesn't matter if they're a grizzled vet. of firearms or somebody getting their first one and they have a simple question. It's your job to help, that's why you were hired. I'm seeing some of the problems are just some 18-20 year old kid that doesn't get it and is just there for the job.
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Old 07-16-2013, 11:42 AM   #3
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"no problem" is scary
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Old 07-16-2013, 01:03 PM   #4
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I have no idea of how the conversation went with you and Kyle.
I have dealt with Kyle myself and had good conversation and service. That is just my one time case.
What is the difference between the standard barrel and the indicator barrel?
Does your 2022 have a model designation beyond the 2022 for the attribute it has.
I would think their would be two clear designations between the barrels?
Here is how Top gun lists one. I notice the 2009 designation.

Replacement barrel for your SIGPRO 2022/2009. These are factory Sig Sauer drop-in barrels. Not for use in a 357SIG or .40S&W Slide. Note: Will fit SigPro's with the loaded chamber indicator on the top of the slide
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Old 07-16-2013, 04:05 PM   #5
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I have been pondering whether or not to post about my last experience with Sig CS, and was waiting until my slide got back to me, which is did yesterday...finally. Seeing this posting, I'll just go ahead and add to it.

I had sent in my P229 for AEP, SRT and installation of night sights with the front being a TFO (search for previous post "TFO... is it just me")

From the moment I opened the box I could tell the front sight was not right. See the post for more detail, what I want to elaborate on is what happened with CS next.

The rep was polite enough about sending the slide back in to get the sight adjusted. I asked to send in the whole pistol so they could do a test firing and send back the targets to confirm accuracy. A previous rep had told me that this could be done if requested, but is never needed as the sights are always centered and this is unnecessary. I told the rep I wanted to have this done now as they were going to have sent back to adjust, but my request was denied.

I recevied an emailed shipping label, but because Sig had made the error and the label was for ground, I decided to call back the next day to request an Express label. I didn't want to have to wait for longer shipping times. On receiving the Express label, I sent the slide only in and later tracked the package and it's arrival at Sig at 9:00 a.m. on Wednesday July 3.

I sent a brief email to the rep stating that I saw the slide had been received. I said "I expect the sight correction is a quick and easy fix and should expect a quick turn around. I should receive the return early next week? His response was, Custom shop work takes 2 to 2 and a half weeks. We'll get it returned to you as soon as we can.

I responded that because this was an error in Quality Control, shouldn't I get preferred service and go to the front of the line as opposed to having to be at the end of the line? He responded that the slide was sent to the Custom Shop, which was a seperate facility and he had no control on getting it preferred service. Have a nice day.

I called the next day and spoke with a different CS rep and asked to speak with a supervisor. I was told that the supervisor was not in the office, but the new rep took my information and said he would see what he could do. He seemed to be very understanding and wanted to help.

I sent another email to the original rep and asked about the return shipping method on my slide. He said that he would send an email to the Custom Shop and request that it be sent back to me via Express Fed-Ex.

On Tuesday of the following week (July 9) I sent another email to my original CS Rep and told him that I was tired of waiting and the lack of communication from him. I asked him to send me a return tracking number for my slide, either with or without the fixed front sight, in which case I wanted a refund for the purchased sights. Within 10 minutes he responded with a tracking number that had already been sent the day before, via ground shipping.

I called during my lunch break and again asked a different CS rep to speak to a supervisor I was told that the manager was not in the office. I was asked about my situation but was eventually sent to the supervisors voicemail. I left a brief message letting the supervisor know that I was very upset with the service I had received to this point. I didn't want to go into too much detail on a volicemail, but did give him my name and order number and asked to be able to speak with him to go over why I was upset. I didn't mention the CS reps name, although I'm sure it was documented. I did not ask for any type of compensation. I only wanted to be able to voice my opinion about being upset with the continued lack of support.

I received a voicemail about an hour later from the supervisor letting me know that he had reviewed my case. He was very sorry for the inconvenience and because of my situation he was sending me (2) complimentary mags.

I left another voicemail that night to the supervisor thanking him for contacting me and addressing my concerns.

I received the mags the very next day, sent overnight. They are Sig 9mm 13 rounders, both in factory wrap. They were received on Wednesday July 10.

I've tracked my return package for the slide and was going to wait to post more about my situation depending on the condition of the slide and front sight. It did finally arrive July 15.

I think this incident proves that Sig does have exceptional Customer Service, if you can get through to the right person. I think they do take care of their customers, but like any business, you have a few bad apples that don't really care about doing their jobs to the best of their abilities in every situation. I guess my rep got ticked because I called to verify that Sig had received my slide, and I had the nerve to suggest that it should go to the front of the line.

I've worked in the Customer Service business for several decades. I always make it a point to be courteous, almost to the point of being too polite when talking with someone that is able to help fix a mistake, especially when it's the companies fault. I haven't responded to the original CS rep since dealing with the Supervisor. I had thought of sending a "Thank you" for allowing me to get free stuff for your lack of caring. I won't even mention the reps name here in this forum but if anyone is interested... pm me so I can warn you. The next time I need service from Sig, I will simply call the regular CS line and if this person answers my call, will call back until I get a different rep.

In the end, I'm happy I finally got my slide back, sight fixed. I hope to make it to the range this week to make sure the sights are aligned. The extra mags will make the range trip that much nicer.

Supervisor Scott.. you rock... and stuff! Go Sig!
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Old 07-16-2013, 07:20 PM   #6
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I won't go into all the details, but I will say my experience with Sig CS was one of the best experiences I've had with a manufacturer in a long time. They treated me with respect and courtesy. They immediately made right what I thought they had initially done wrong. I didn't even have to ask them to fix it. The moment they were made aware of my concerns, they did what they needed to do to stand behind their product.

Sometimes, as a woman, I am treated as an idiot. Harsh to say, but unfortunately true of many manufacturers. I didn't get any of that nonsense from Sig. They accepted that I knew what I was talking about, they didn't argue or resist, they just made it right.

It was my first Sig and because of the way they handled my issue... I knew it was only the first of many. I'm buying another tomorrow

Shannon
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Old 07-17-2013, 04:58 AM   #7
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I returned my 1911-22 for a problem and had it back in a week. Great customer service as far as I am concerned.
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Old 07-17-2013, 06:42 AM   #8
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My dealings with Kyle have been very pleasant. Granted, I haven't had to make any special requests - like barrel notches...but I guess I've always caught him on a good day.

You have to realize how many people these reps talk to on a daily basis, and how many of those people are irate. If someone were to call and chew you out about something trivial (like this), do you realize how that would affect your motivation to assist the next few callers?

I'm not making excuses for them...I'm just pointing out that these are real people you're talking to. They make mistakes, and they fail at their jobs sometimes. Take a deep breath - you're ordering a spare barrel, not fighting your mortgage company.
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Old 07-17-2013, 06:43 AM   #9
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I just sent my slide in to Sig yesterday for the TFO front sight and rear Siglite sight and so far all is well regarding customer service. I spoke with Tim Nevins and he was very helpful, polite, and respectful. Hopefully when I ge teth slide back all will be correct, but if not I will let them know.

You go Bad Wolf, I wouldn't mess with you!
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Old 07-17-2013, 11:22 AM   #10
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Quote:
Originally Posted by dwg13013 View Post
I have no idea of how the conversation went with you and Kyle.
I have dealt with Kyle myself and had good conversation and service. That is just my one time case.
What is the difference between the standard barrel and the indicator barrel?
Does your 2022 have a model designation beyond the 2022 for the attribute it has.
I would think their would be two clear designations between the barrels?
Here is how Top gun lists one. I notice the 2009 designation.

Replacement barrel for your SIGPRO 2022/2009. These are factory Sig Sauer drop-in barrels. Not for use in a 357SIG or .40S&W Slide. Note: Will fit SigPro's with the loaded chamber indicator on the top of the slide
You should read it again. You left out one critical word. "Not".

SIGPRO 2022/2009 Replacement Barrel - 9mm - Top Gun Supply

Last edited by Taylor339; 07-17-2013 at 11:26 AM.
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Old 07-17-2013, 12:19 PM   #11
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Just got a follow up email from Kyle making sure I got the return shipping label. Wasn't expecting that. A prompt refund would even be nicer. Although, I would have preferred to have received the correct barrel.
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Old 07-17-2013, 01:52 PM   #12
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I got restistance from CS and I went up the chain. My experience with Scott was also very positive. Thank you, Scott.


Paul
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Old 07-17-2013, 05:03 PM   #13
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Quote:
Originally Posted by Taylor339 View Post
You should read it again. You left out one critical word. "Not".

SIGPRO 2022/2009 Replacement Barrel - 9mm - Top Gun Supply
I have no explanation. I copied and pasted it this morning. I did not take the not out.
I look now and the not is there. I don't know how it happened.
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Old 07-17-2013, 05:20 PM   #14
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Quote:
Originally Posted by dwg13013 View Post
Replacement barrel for your SIGPRO 2022/2009. These are factory Sig Sauer drop-in barrels. Not for use in a 357SIG or .40S&W Slide. Note: Will fit SigPro's with the loaded chamber indicator on the top of the slide
Quote:
Originally Posted by Taylor339 View Post
You should read it again. You left out one critical word. "Not".

SIGPRO 2022/2009 Replacement Barrel - 9mm - Top Gun Supply
Quote:
Originally Posted by dwg13013 View Post
I have no explanation. I copied and pasted it this morning. I did not take the not out.
I look now and the not is there. I don't know how it happened.
Not hard to figure out, guys: Sig Sauer SIGPRO 2022/2009 Replacement Barrel - 9mm THREADED - Top Gun Supply
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Old 07-18-2013, 10:13 AM   #15
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Originally Posted by txshurricane View Post
That's perfect IF I wanted a threaded barrel.
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