How to contact Sig Sauer?


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AcceptableUserName
May 20, 2010, 12:30 PM
I don't feel like calling cross country and sitting on hold for 15 minutes to haggle about warranty. Does anyone know of an alternative contact method? The website is unhelpful in classi Sig fashion, but I did rediscover this laugher :

"If the gun was manufactured or imported by us, we can get the date of manufacture from our Records Department. This is offered as a service: SIG OFFICIAL DATE OF MANUFACTURE CERTIFICATE $12.95 To order, please call customer service @ (603) 418-8102 with a Visa, MasterCard or American Express. We do not recommend sending credit card information via email. Please allow 2-3 weeks for research, printing and shipping "


Ha ha ha. I love Sigs, but will NEVER buy a new one. This company's CS is terrible.

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rellascout
May 20, 2010, 12:51 PM
No they do not answer emails very often. Phone is your best option.

357SIG
May 20, 2010, 12:55 PM
Phone is it.

TurboFC3S
May 20, 2010, 12:59 PM
So you haven't even tried to call them, but can still somehow say their CS is terrible? I've used their CS twice. Both times had a person on the phone inside of 30 seconds, within 5 minutes had the pre-paid return label in my email, and the gun repaired and back in my hands in a week.

rellascout
May 20, 2010, 01:12 PM
I have dealt with their CS department several times. I have taken issues to Bill Silver th VP of commercial sales and Diane Chapman the head of customer service and I can say without a doubt from the top down they do not care about the avg commercial customer.

As their volume has gone up they have not scaled their CS to handle the increased volume that their CS department now sees. This was told to me directly by Ms. Chapman. They know that they have a problem and most consumers when they call also become aware of the issues.

AcceptableUserName
May 20, 2010, 01:25 PM
So you haven't even tried to call them, but can still somehow say their CS is terrible? I've used their CS twice. Both times had a person on the phone inside of 30 seconds, within 5 minutes had the pre-paid return label in my email, and the gun repaired and back in my hands in a week.



ACTUALLY, I've tried to call them three times, sat on hold for 15 minutes each time, and 2 of the three left a polite voicemail that went unreturned. Their customer service is terrible. Paying to find out the date your pistol was manufactured is a joke. Where in my original statement did I expressly say I hadn't tried to contact them?

Also, the lack of customer service WILL hurt them. There's been plenty of statistics to show how poor customer service drives business away.

JohnBT
May 20, 2010, 03:09 PM
I got through the first time after less than 5 minutes on hold.

If you don't like waiting, well, write 'em a letter. :cool:

rellascout
May 20, 2010, 03:12 PM
I got through the first time after less than 5 minutes on hold.

If you don't like waiting, well, write 'em a letter.

Why do people feel the need to defend Sig Customer service? Do you have a personal stake in Sig? The reality is that Sig customer service is not good these days.

PS They used to tell you that info for free.

SigP229R
May 20, 2010, 04:17 PM
I have contacted sig on two or three different occasions and have never had a problem and have NOT had to be on hold more than 3 mins at any one given time. If you get connected with Victoria Martin your CS experience will be nothing but top flight.

Full Metal Jacket
May 20, 2010, 04:51 PM
what happens if you don't happen to get through to ms. martin? :eek:

M2 Carbine
May 20, 2010, 06:07 PM
I've called SIG twice recently (888-285-3858). Both times I wasn't on hold more than 4-5 minutes.
The two people were helpful.

First time I needed the parts that are giving recoil spring trouble in the 522 rifle.
Second time was a couple days ago because I have to send in my P238. (I don't really expect them to fix the gun because the problem seems to be too common in the P238).
They immediately e-mailed a shipping label to me.

Each time the people I talked to did their job as I would want them to.

So far I can't say much for their products but the CS has been OK.

Lonestar49
May 20, 2010, 06:24 PM
...

Agreed, just make the call.. IF you're pleasant, they're pleasant, and in my 2 calls/needs, last year, they went up, and beyond, my expectations sending me 2 "free" P229/40 return springs when my 229 9mms "kit" showed up 5 days later but the 40cal kits were back-ordered..

Second call: I really just needed the return springs, kits were a more save-money long term second thought.. Sigs CS (she) said "hang-on".. Mr. Ls, I show 800 40cal return springs in stock, kits are about 25 days away from being filled.. 2 springs leaving today..

Arrived 3 days later: no charge.. Kits arrived 3 weeks later, with return springs, what I paid for, but expected the kits to not have return springs in them..

Company takes care of those that "communicate politely/well"..

Give them a call,


Ls

Rule3
May 20, 2010, 06:51 PM
I called Sig this morning. "Your call is the 2nd call to be answered"

You need to call early.

I have called twice in the last few weeks and both times I got Victoria. She is excellent, I think I am in love.:)

The Lone Haranguer
May 20, 2010, 07:55 PM
I called them several times in 2007 about a problematic gun. I was not on hold for an excessive length of time and the people I talked to (a Jason, Victoria Martin and a Ray) were 100% professional.

swiftak
May 20, 2010, 08:48 PM
So sell your Sig and buy something else.:banghead:

inSight-NEO
May 20, 2010, 09:13 PM
Why do people feel the need to defend Sig Customer service? Do you have a personal stake in Sig? The reality is that Sig customer service is not good these days.

There are two sides to this coin...Why do people feel the need to blast Sig CS all of the time? My own experience (the one time I actually needed them), involved a 10 minute wait via phone, a type written letter and 2 weeks later, my gun was returned to me...with the problem solved.

I wont argue that Sig CS is the best in the business. But, the worst? It all depends on the time of day and which day you call. Unfortunately, along with this, the individual who answers the phone could either be a detriment or a time-saver. This gives you about a 60/40 chance (60 being on the better end). Great? No. But, the worst? Im not buying it.

Either way. Keep calling. The only manufacturer(s) I have had experience with who are quite expeditious at returning e-mails would be Springfield Armory and Benelli.

Oh..and to those who constantly opine about the new Sigs being crap... I will agree that they have lost "focus," thanks to relatively new management, and that they need to "step things up." But, I completely disagree with the idea that all new Sigs are crap. As with many manufacturers these days (save a small few), it all depends on which model you buy. Do I long for the "old days" in terms of Sig Sauer? You bet. But, it is what it is. No sense in complaining about it.

If the gun was manufactured or imported by us, we can get the date of manufacture from our Records Department. This is offered as a service: SIG OFFICIAL DATE OF MANUFACTURE CERTIFICATE $12.95 To order, please call customer service @ (603) 418-8102 with a Visa, MasterCard or American Express. We do not recommend sending credit card information via email. Please allow 2-3 weeks for research, printing and shipping "

Back when I was trying to find out similar information on various revolvers I owned (S&W and Colt), I also was "asked" to pay for such background information. Its just one of those things. Sig Sauer is not exclusive to this issue.

GoodKat
May 20, 2010, 09:15 PM
You may be calling outside their hours, especially if you live in a different time zone.

AcceptableUserName
May 20, 2010, 09:28 PM
haha@ these people defending terrible customer service. Guess you have money to throw away, I don't. A company ought to back up their product for life, within reason. Let alone having to pay to find out the date their pistol was produced.


You can keep giving them money, I won't. The W. German guns are better anyway. I'll pick up another Sig somewhere along the line I'm sure, but it won't be a new purchase. There's too many other companies more deserving of that sale right now.

I don't need to call at any particular time, asx I said I left a message TWICE, TWO seperate occasions. Am I supposed to stalk this company to be treated like I matter? I didn't mention that I've spoken to Sig once before this - the guy I talked to didn't sound out of his teens and answered questions like where can I obtain an extractor for a W. German P220 with responses like "....uhhhhh" and "....ummmm" and I got off the phone more confused than I was when I called.

AcceptableUserName
May 20, 2010, 09:32 PM
So sell your Sig and buy something else.


Thought about it, believe me. But selling a gun I like, all things considered, because the company are a bunch of clowns doesn't change the fact that I like the gun. They make quality pistols...but even quality pistols can have issues. How the company handles that varies widely apparently.

inSight-NEO
May 20, 2010, 09:41 PM
haha@ these people defending terrible customer service. Guess you have money to throw away, I don't. A company ought to back up their product for life, within reason. Let alone having to pay to find out the date their pistol was produced.

Wrong. I do not defend terrible CS. I simply have not experienced it thus far (and yes, I have used Sig CS in the recent past). Also, once again, paying for "background" info on a gun is not exclusively a "Sig Sauer" issue.

What bothers me is those who constantly complain about an isolated CS issue that, in affect, has absolutely nothing to do with the gun itself.

I will also reiterate my opinion that I do agree with you on one point....Sigs are not the quality item they used to be. This upsets me as much as the next guy, trust me. However, they still make several high quality weapons...depending on the model that, for whatever reason, they tend to focus on the most.

For instance, my wife "recently" bought a P239 which has seen over 1,000 rounds without one failure. It also looks as good as the day she bought it roughly 10 months ago. Also, my "recent" P220 needed a minor slide refinishing (out of the box). A 10 minute phone call (including waiting time), along with a typed letter and a 2 week turn around time, was all it took to get the problem solved. I have other stories, if you like.

Hey, if you do not like Sig Sauer (for whatever the reason), fine man. I do understand. But, it does no good to chastise others who actually like these weapons and yes, have actually had decent results via their CS department. Fair enough?

GoHerdGreg
May 20, 2010, 11:42 PM
Anybody notice how having to wait on hold -- for whatever short or long period of time -- nowadays is an inconvenience? We must have it now, and by God, if I can only communicate via email and not have to actually deal with a human being.

Call Sig's 800 number. Wait for the next available CS rep. Be nice, explain why you're calling, and you will experience a solid customer service experience. It's worth your time to talk to humans.

I did so two months ago, my one and only experience with Sig CS. Great experience overall, no complaints. Took about 20-25 minutes to do so.

REAPER4206969
May 20, 2010, 11:50 PM
So sell your Sig and buy something else.
I can make a Perfect recommendation...

AcceptableUserName
May 20, 2010, 11:56 PM
I wasn't referring to you Insight. Your posts are always pretty spot on.


I wish the CS was better, because the pistols are great...usually. I really love the design, and I want a 229 in 9mm something fierce, but I've had terrible experiences. People tell me to call and be polite...that's already been tried. As stated, two voicemails were left. four phonecalls were made, and zero questions were answered.

thub
May 21, 2010, 12:36 AM
I think they are all in the back trying to figure out how to explain the problems with the .22 Mosquito

Oldnoob
May 21, 2010, 12:54 AM
Wait till you try Beretta's waiting game. Now that is notoriously long wait. My personal best (worst) record with Beretta was 57min and 35sec.

IMTHDUKE
May 21, 2010, 01:33 AM
You should buy Jennings. Their CS is great!

Texsun
May 21, 2010, 02:04 AM
I don't feel like calling cross country and sitting on hold for 15 minutes to haggle about warranty. Does anyone know of an alternative contact method? The website is unhelpful in classi Sig fashion, but I did rediscover this laugher :

"If the gun was manufactured or imported by us, we can get the date of manufacture from our Records Department. This is offered as a service: SIG OFFICIAL DATE OF MANUFACTURE CERTIFICATE $12.95 To order, please call customer service @ (603) 418-8102 with a Visa, MasterCard or American Express. We do not recommend sending credit card information via email. Please allow 2-3 weeks for research, printing and shipping "


Ha ha ha. I love Sigs, but will NEVER buy a new one. This company's CS is terrible.


If you can afford a Sig you can afford 15 minutes of long distance. Put in on speaker and surf a while...

rellascout
May 21, 2010, 08:49 AM
I think they are all in the back trying to figure out how to explain the problems with the .22 Mosquito

don't forget the P238

Moose458
May 21, 2010, 10:20 AM
I just called yesterday, got right though and had problem solved in a couple of minutes, with a return label in the mail. (603-772-2302). Granted this was my only time I've used thier CS, but I thought it was great. They are going to fix my P238, which I screwed up, for free. It doesn't get any better than that.

TurboFC3S
May 21, 2010, 10:56 AM
I think what they're trying to figure out is why people will spend hours bashing them on the internet, while at the same time say they're too lazy to take 15 minutes and call.

Lonestar49
May 21, 2010, 10:59 AM
Wait till you try Beretta's waiting game. Now that is notoriously long wait. My personal best (worst) record with Beretta was 57min and 35sec.


...

+1

Try waiting just over 6 months to get either one's gun fixed under warranty and after getting a letter 3 months later indicating you're going to get a NIB replacement gun then after 4 months, the calls on hold so long that ya just hang up, emails that don't get returned, and finally thru the Beretta Forum/administrator's personal help and with his contacts within BUSA finally get your NIB gun nearly 7 months later and all they send you is a free hat, no apology, no fix of your original gun which is what I really wanted vs NIB replacement, all along, the gun was, and is, in full production as I type..

Great guns IF you don't have a warranty problem.. And if you do, one has to ask themselves, is it worth the 55 dollars they make you, the customer, pay for shipping your warranty gun back to them via next day air UPS.. ?

Compared to Beretta CS, Sigs CS are a saint..


Ls

swiftak
May 21, 2010, 04:34 PM
I've never had any problem with them. A couple of people I know have never had a problem with them. Really sad that we consider being on hold for a couple of minutes as bad customer service.. Like I said earlier, If its such a pain the ass, sell the gun and buy one from a company that is perfect in all ways. I'm sure it will be easy to find one.
Great point Turbo.

Rule3
May 22, 2010, 01:11 PM
I think what they're trying to figure out is why people will spend hours bashing them on the internet, while at the same time say they're too lazy to take 15 minutes and call.

Well put!:)

IMTHDUKE
May 22, 2010, 01:46 PM
Originally Posted by TurboFC3S
I think what they're trying to figure out is why people will spend hours bashing them on the internet, while at the same time say they're too lazy to take 15 minutes and call.

I think you could have stumbled onto something there, Watson.

Glocked-N-Loaded
August 20, 2010, 05:00 PM
Had to call a couple of times. First time I was on hold about 10 minutes, spoke to a guy named "Ray" I think.... he resolved the issue but definitely did not seem pleased to be speaking with me and did not seem interested in the issue. Second call, I think it was the very same guy, again, non-enthusiastic, used zero inflection and plain monotone, thought I might have been interrupting his break or something. Satisfied with the answer but definitely didn't leave me feeling all warm and fuzzy.

MadMercS55
August 21, 2010, 09:23 AM
I called SIG probably 4 times in the last few months. Never sat on hold longer than, maybe 5-6 minutes with a couple callers in line ahead of me. I own mostly older SIGs and wanted to send them in for a tune-up and fresh night sights. No problems, had my shipping labels in email withing 30min of ending the call.
P229 that had the rear sights die after 2 weeks of owning, which can happen, pending how the tritium sights were handled during installation. This is a new model railed P229. They gave me the option of sending the slide in on their dime, or sending me new sights for free. No problems there. Overall very good experiences lately. I've also spoken with Ray. He wasn't bad, just a little dry, but I don't think he likes his job much. Also, emailing SIG is just about worthless in most cases. Calling them is the best and easiest way to get results.
Back in the old days, SIG would let you know the details/date of your pistol over the phone. I guess their new marketing guy decided to try and make extra money, but heck, you do get a certificate suitable for framing now! :D

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