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Sig Customer Service is a Trainwreck

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Old 12-27-2016, 03:58 PM   #1
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Sig Customer Service is a Trainwreck

Anyone else feel Sig promotes and advertises a premium-level product... but their customer service is in the sewer?
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Old 12-27-2016, 04:03 PM   #2
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So not true. I have been involved with SIG for almost 4 years. Always a happy ending!!!
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Old 12-27-2016, 04:24 PM   #3
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Explain what happened please/
I've been dealing with Them for three years and nary a problem.
Others have been for a longer time and Ditto.
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Old 12-27-2016, 04:28 PM   #4
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Never had a problem with them, they have taken care of me many times when I needed parts, service, and tech help.
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Old 12-27-2016, 04:30 PM   #5
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Fine by me

Please tell us what happened??
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Old 12-27-2016, 04:39 PM   #6
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I have been dealing with them for over eight years with no issues. I do have a concern at this point for a weapon that is still under warranty but has been discontinued.
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Old 12-27-2016, 05:20 PM   #7
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Quote:
Originally Posted by Nyryan2001 View Post
Anyone else feel Sig promotes and advertises a premium-level product... but their customer service is in the sewer?
Interesting stink-bomb you toss with nothing more than a disparaging remark.
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Old 12-27-2016, 05:27 PM   #8
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Originally Posted by Nyryan2001 View Post
Anyone else feel Sig promotes and advertises a premium-level product... but their customer service is in the sewer?
Trolling...?

But this is the internet! People come to complain.

SIG CS is spot on top notch!
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Old 12-27-2016, 05:39 PM   #9
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Always have great experience with Sig CS
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Old 12-27-2016, 05:44 PM   #10
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The only complaint that I have with SIG customer service is that FedEx ground is slow with Sig Store products.

My MCX will have to go back for a new bolt carriage assembly and a new SSA hammer that works with the new bolt and firing pin safety. It is more likely than not that the Geissele SSA hammer for the MCX does not yet exist. Hence I expect a delay on getting my MCX fixed. But whose fault is it that the Geissele hammer doesn't work?

It's not SIG in my view, so that leaves the person that decided to install the SSA and Geissele that recommended their own product for both the MCX and MPX. Why is the hammer issue not SIG's fault? Customers knew or should have known that an MCX is not a mil-spec AR15.

Is SIG responsible for beta testing new products on its customers? Yes, but they do honor the warranty. If you don't like being a beta tester, don't buy novel new products is my advice. Wait for the second flight of the second generation on new products and folks will have less difficulty. I view this as a design issue and not so much as a customer service issue.

SIG specifically recommended against replacing the MPX trigger group. They were silent on the MCX aftermarket trigger groups to the best of my knowledge, but the inference is pretty clear when you think about it.

Bill
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Old 12-27-2016, 06:17 PM   #11
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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.
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Old 12-27-2016, 06:25 PM   #12
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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.
Guess You Have Never Dealt With A RECALL
PATIENCE IS THE word Not Bad Mouthing.
Recalls All Take Time Regardless as to whether it is a Firearm , Automobile, Appliance, Phone or whatever.
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Old 12-27-2016, 06:27 PM   #13
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Typically customer service reps have zero insight into product availability. I imagine those poor folks over there are getting crushed with recall calls. There is no such thing as a smooth recall. They're all train wrecks.

Last edited by phlyers13; 12-27-2016 at 06:30 PM. Reason: Sp.
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Old 12-27-2016, 07:39 PM   #14
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Typically customer service reps have zero insight into product availability. I imagine those poor folks over there are getting crushed with recall calls. There is no such thing as a smooth recall. They're all train wrecks.
Recalls can be auto wrecks as well as "train wrecks." My Escape can have the doors fly open at random, especially in hot climates. Parts should be available mid 2017 as Ford has sold so many Escapes.

Bill
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Old 12-27-2016, 07:49 PM   #15
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It's too easy to blame SIG's CS folks for our MCX/MPX frustrations! Yeah, I'm pretty steamed 'bout our long delayed pre-ordered kits & parts too. But, that issue comes from pay-grades MUCH higher than SIG's CS.

Over several years(?), I've worked many SIG firearm issues with CS, some simple - one phone call/send me a part, etc. .. Some requiring 6 months, multiple gun, mag or whatever exchanges .. And most somewhere in between.

In all of these issues, we were able to ultimately get to a resolution that I was at least happy they did what I asked for. In one particular case, they greatly exceeded my expectation too!

FYI, I've gotten to know several CS analysts, and especially their management pretty well. I've come to understand that these are good people - frequently in difficult positions. Last week's recall is a good example.

We've been regularly following up with CS on these MCX kit pre-orders. Two weeks ago, CS mgmt told me they were going to spend that Friday afternoon with Production Management in their plant office to get us a valid answer. Well after that meeting, last week they couldn't say - and we received SIG's re-call notices couple days later. CS is just a messenger in all this.

Another important element is that we're not dealing with General Motors, Lockeed or even Honeywell. SIG is part of a MUCH SMALLER and very dynamic & difficult business - requiring significant product design & production capacity capital investments, where success is far from certain. I mean, just pull up a chart of the public companies in this industry, Smith & Wesson or Ruger. You may get seasick following it's daily rough ride in our financial markets.

In these current times, SIG has consistently pushed our firearms industry's limits. Their aggressive product line expansions, SB100 arm brace and modular MPX, MCX, etc concepts are all clearly risk-taking initiatives. I'm willing to hang in there with these folks. We'll also keep asking for the results we want & expect.

I'll also keep my respect for the SIG CS people that we call on hundreds of times every day.

Cheers
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