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Sig Customer Service is a Trainwreck

This is a discussion on Sig Customer Service is a Trainwreck within the SIG Sauer Rifles forums, part of the SIG Sauer Forum category; I've had both negative and positive experience with Sig CS. 716 and 938 took three trips back due to miscommunication/oversights but everything is up and ...


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Old 12-27-2016, 08:34 PM   #16
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I've had both negative and positive experience with Sig CS. 716 and 938 took three trips back due to miscommunication/oversights but everything is up and running now. Just keep trying, don't take "within spec" for an answer and they will get it right for you.
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Old 12-28-2016, 04:36 AM   #17
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My friend and I were discussing gun manufactures this morning on the way to work. Sig is very aggressive in the market and setting themselves up to be the "one stop shop" for all your shooting wants and needs. With this in mind there are going to be bumps in the road, sometimes huge ones but they will get it worked out.

I have had no negative experience with their CS and every time I call I get the answers I'm looking for. Even if they have to do some digging they will get me the information requested. I called last Thursday to check on a serial number of a P226 I was working on to get its age for reference so the owner could update his log (both shooter log and insurance) I completely forgot about the MCX issue and stayed on hold for 15 minutes until I was able to talk to someone. When I told the gentleman on the other end what it was I was looking for, you could hear him breath a sigh of relief as I was not calling to scream about an MCX. Honestly I talked to the gentleman for roughly 5-10 minutes after I got the information I was looking for just to help the guy have a better day as I have been on the other end of days where every call is someone upset so I could feel his pain and knew he needed a couple minute escape.
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Old 12-28-2016, 06:58 AM   #18
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I think it depends on the rep you get. Most of the time they will help you as best they can but a lot of the times I feel they tell you what you want to hear. I got a different answer every time I called to check in on the MCX barrel kits which eventually drove me to go get my barrel chopped by my gunsmith.

One thing that did tick me off with their customer service was this. While I was waiting for my MCX barrel to be chopped I was thinking of all the things that could possibly go wrong when I got it back. The most obvious is that it could be undergassed now that the barrel was shorter. This would have to be fixed by opening up the piston more. My gunsmith told me he had never opened up an MCX barrel more and to call sig to see how they reccomened best to go about doing it. This is because their are three hole: the hole in the top of the barrel and the two in the piston for the two different settings.

So I called Sig customer service and asked them if my gun is undergassed when I got it back what would be the best way to open up the gas port. The rep told me he wasn't allowed to reccomened any specific way and he couldn't tell me because since I had cut the barrel it voided my barrels warranty. I then asked him if he could just tell me how their gunsmiths open the gas up and he said he wasn't allowed to say. I politely asked to speak with a gunsmith and he said that wasn't allowed either. He then told me I shouldn't have cut my barrel and just waited for the kits.

I just hung up before I said anything stupid. Thank god my gun cycles fine but I was not happy at all with how it was handled. I felt the rep was not willing to help me in anyway since I chopped my barrel and I think if I pay the kind of money for a gun like the MCX I should be able to modify it how I want and receive customer service help when needed.

Last edited by rockguy475; 12-28-2016 at 07:05 AM.
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Old 12-28-2016, 07:09 AM   #19
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Originally Posted by rockguy475 View Post
I think it depends on the rep you get. Most of the time they will help you as best they can but a lot of the times I feel they tell you what you want to hear. I got a different answer every time I called to check in on the MCX barrel kits which eventually drove me to go get my barrel chopped by my gunsmith.

One thing that did tick me off with their customer service was this. While I was waiting for my MCX barrel to be chopped I was thinking of all the things that could possibly go wrong when I got it back. The most obvious is that it could be undergassed now that the barrel was shorter. This would have to be fixed by opening up the piston more. My gunsmith told me he had never opened up an MCX barrel more and to call sig to see how they reccomened best to go about doing it. This is because their are three hole: the hole in the top of the barrel and the two in the piston for the two different settings.

So I called Sig customer service and asked them if my gun is undergassed when I got it back what would be the best way to open up the gas port. The rep told me he wasn't allowed to reccomened any specific way and he couldn't tell because since I had cut the barrel it voided my barrels warranty. I politely asked to speak with a gunsmith and he said that wasn't allowed either. He then told me I shouldn't have cut my barrel and just waited for the kits.

I just hung up before I said anything stupid. Thank god my gun cycles fine but I was not happy at all with how it was handled.
I understand your frustration, believe me. But the questions you were asking had serious legal ramifications, both for the corporation and the customer service rep. We talk freely here and on other forums about mods we make to our weapons, I am a guilty as anyone in this regard in terms of barrel swapping, but if the manufacturer makes a recommendation to modify a product, the onus is on them.

A while back, I started a thread about the P938 and it's poorly (then) designed mainspring housing/sear spring interface. At the time, I was contacting SIG regularly, via phone, email and through a local high volume dealer. It was a very frustrating ordeal, but I am very happy and satisfied with the end result. Whether or not my dogged pushing of this issue with SIG is what made the difference I will never know, don't care to know. Bottom line, they got it right, I am optimistic they will get this recent recall squared away, also.
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Old 12-28-2016, 07:22 AM   #20
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Originally Posted by rockguy475 View Post
I think it depends on the rep you get. Most of the time they will help you as best they can but a lot of the times I feel they tell you what you want to hear. I got a different answer every time I called to check in on the MCX barrel kits which eventually drove me to go get my barrel chopped by my gunsmith.

One thing that did tick me off with their customer service was this. While I was waiting for my MCX barrel to be chopped I was thinking of all the things that could possibly go wrong when I got it back. The most obvious is that it could be undergassed now that the barrel was shorter. This would have to be fixed by opening up the piston more. My gunsmith told me he had never opened up an MCX barrel more and to call sig to see how they reccomened best to go about doing it. This is because their are three hole: the hole in the top of the barrel and the two in the piston for the two different settings.

So I called Sig customer service and asked them if my gun is undergassed when I got it back what would be the best way to open up the gas port. The rep told me he wasn't allowed to reccomened any specific way and he couldn't tell me because since I had cut the barrel it voided my barrels warranty. I then asked him if he could just tell me how their gunsmiths open the gas up and he said he wasn't allowed to say. I politely asked to speak with a gunsmith and he said that wasn't allowed either. He then told me I shouldn't have cut my barrel and just waited for the kits.

I just hung up before I said anything stupid. Thank god my gun cycles fine but I was not happy at all with how it was handled. I felt the rep was not willing to help me in anyway since I chopped my barrel and I think if I pay the kind of money for a gun like the MCX I should be able to modify it how I want and receive customer service help when needed.
He Did That To PROTECT SIG SAUER And YOU
Too Many Legal Ramifications are involved.
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Old 12-28-2016, 09:28 AM   #21
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Originally Posted by rockguy475 View Post
I think it depends on the rep you get. Most of the time they will help you as best they can but a lot of the times I feel they tell you what you want to hear. I got a different answer every time I called to check in on the MCX barrel kits which eventually drove me to go get my barrel chopped by my gunsmith.

One thing that did tick me off with their customer service was this. While I was waiting for my MCX barrel to be chopped I was thinking of all the things that could possibly go wrong when I got it back. The most obvious is that it could be undergassed now that the barrel was shorter. This would have to be fixed by opening up the piston more. My gunsmith told me he had never opened up an MCX barrel more and to call sig to see how they reccomened best to go about doing it. This is because their are three hole: the hole in the top of the barrel and the two in the piston for the two different settings.

So I called Sig customer service and asked them if my gun is undergassed when I got it back what would be the best way to open up the gas port. The rep told me he wasn't allowed to reccomened any specific way and he couldn't tell me because since I had cut the barrel it voided my barrels warranty. I then asked him if he could just tell me how their gunsmiths open the gas up and he said he wasn't allowed to say. I politely asked to speak with a gunsmith and he said that wasn't allowed either. He then told me I shouldn't have cut my barrel and just waited for the kits.

I just hung up before I said anything stupid. Thank god my gun cycles fine but I was not happy at all with how it was handled. I felt the rep was not willing to help me in anyway since I chopped my barrel and I think if I pay the kind of money for a gun like the MCX I should be able to modify it how I want and receive customer service help when needed.
Anything he would have told you that could have resulted in a firearm detonation or worse could then be laid at his and the companies feet for a lawsuit. He did exactly what he should have done. It would be the same concept in calling Colt and asking how to turn your AR15 into an M16.....they would be liable for giving you said information
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Old 12-28-2016, 10:41 AM   #22
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I have had 5 major dealings with Sig service and they were outstanding each time.
I can't praise them enough.

A legal question like modifying a barrel, it is all in how the question is phrased.
Asking possibly in Sig's experience would undergassing be anticipated in any way with these rifles ? If so, is there a way to adjust for it ?
Giving a chance for a hypothetical answer might get an answer.

Same as Sig says they won't work on a gun modified in any way.
If it is not material to their work, they have simply worked past it.
They can't say they will.

Sig also won't say a part failed or was bad. They just fix it.
My favorite was on a 938 they "enhanced" the extractor for me. It was successful.
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Old 12-28-2016, 10:56 AM   #23
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I have had several dealings with Sig Customer Service (granted about products that I had ordered and was awaiting shipment on) and they have always been helpful and courteous, one time they even put me on hold to see if the Project Manager would respond to one of my questions (he did). In my opinion they vary rarely get the praise they deserve and very often they are blamed for something they have no control over. Granted I am frustrated over my MCX but I have been pleased with the effort put forth in trying to get the situation solved.
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Old 12-29-2016, 08:39 AM   #24
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MCX 9" barrels and caliber exchange kits awol and Sig CS is all over the map. Every Cs rep has a different story.

MPX caliber exchange kits awol, Sig Cs is lost.

MCX recall is a complete trainwreck.

Complete lack of consistency and professionalism. CS folks are uninformed and can't be trusted to be competent or trustworthy.
Customer Service reps have exactly zero to do with the availability of products.

What's a train wreck in the MCX recall? The only thing I saw that had any confusion associated with it was the aftermarket trigger issue which was Sig attempting to keep people from swapping a trigger in to get a free one.

These kinds of posts always make me wonder if the poster actually owns any of the guns he's carping about.
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Old 12-29-2016, 08:41 AM   #25
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I think it depends on the rep you get. Most of the time they will help you as best they can but a lot of the times I feel they tell you what you want to hear. I got a different answer every time I called to check in on the MCX barrel kits which eventually drove me to go get my barrel chopped by my gunsmith.

One thing that did tick me off with their customer service was this. While I was waiting for my MCX barrel to be chopped I was thinking of all the things that could possibly go wrong when I got it back. The most obvious is that it could be undergassed now that the barrel was shorter. This would have to be fixed by opening up the piston more. My gunsmith told me he had never opened up an MCX barrel more and to call sig to see how they reccomened best to go about doing it. This is because their are three hole: the hole in the top of the barrel and the two in the piston for the two different settings.

So I called Sig customer service and asked them if my gun is undergassed when I got it back what would be the best way to open up the gas port. The rep told me he wasn't allowed to reccomened any specific way and he couldn't tell me because since I had cut the barrel it voided my barrels warranty. I then asked him if he could just tell me how their gunsmiths open the gas up and he said he wasn't allowed to say. I politely asked to speak with a gunsmith and he said that wasn't allowed either. He then told me I shouldn't have cut my barrel and just waited for the kits.

I just hung up before I said anything stupid. Thank god my gun cycles fine but I was not happy at all with how it was handled. I felt the rep was not willing to help me in anyway since I chopped my barrel and I think if I pay the kind of money for a gun like the MCX I should be able to modify it how I want and receive customer service help when needed.
Wait. You're mad that Sig CS wouldn't support work they didn't do?
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Old 12-29-2016, 09:42 AM   #26
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I was until I got my MCX back and it cycled fine. I was also ticked off that the customer service rep accused me of opening up the piston system when I told him mine was backwards. My gun gives more gas on suppressed mode and less on unsuppresed. I sent him a picture of my barrel and piston set and he told me work had been done to the piston outside of the factory. This was impossible being that I am the original owner on the firearm. He said he would look more into it and get back with me but of course he never did.
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Old 12-29-2016, 12:56 PM   #27
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I have a MPX and a MCX. No need to call someone a liar.

Everything from registration, to the discount, to barrels to caliber exchange kits. It's a 18-22yr old college kid clown show every time you call.

Very very weak, sloppy and inconsistent customer service. Not commensurate with the firearms being produced by Sig or the price tags.
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Last edited by Nyryan2001; 12-29-2016 at 01:00 PM.
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Old 12-29-2016, 01:06 PM   #28
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LOL, I guess it is more worrisome to me how well so many members here know their CS reps :-)
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Old 12-30-2016, 06:06 AM   #29
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-Slow shipping to address issues with newly purchased firearms
-Lack of small parts support/availability
-Pervasive attitude of "wow, that's something I'm not aware of" or "never seen" when it's clear that many members of this forum have sent their firearms back for similar issues.
-Lack of a sense of urgency to address/resolve my MPX issues

Cripes- at least make it seem like you give a damn.

Compare this level of service to that which Dillon Precison, Defiance Firearms, Vortex, Leupold and other high-end firearm industry brands provide and you might develop a different perspective and better understanding of the intent of the original post.

Every customer stands to be an ambassador of/for the brand.... Or not.
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Last edited by PDXGS; 12-30-2016 at 06:10 AM.
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Old 12-30-2016, 08:14 AM   #30
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Originally Posted by PDXGS View Post
-Slow shipping to address issues with newly purchased firearms
-Lack of small parts support/availability
-Pervasive attitude of "wow, that's something I'm not aware of" or "never seen" when it's clear that many members of this forum have sent their firearms back for similar issues.
-Lack of a sense of urgency to address/resolve my MPX issues
Never have understood why I can't buy extra expendable parts for my 716. They use proprietary parts then make them unavailable to the consumer forcing me to ship the weapon back for a something I could fix myself in a matter of minutes.
What would be the harm in allowing me to purchase a parts/spring kit like I can for my AR 10????????
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