PO'd at Sigma

[slejhamer]

In May I sent my Sigma 17-35 f/2.8 EX lens in for a cleaning. Some dirt inside, and the AF/MF button was sticking. (Let's just say I got the lens "dirt cheap.")

After a quick review, Sigma informed me the lens also needs a new flex board. At that time I approved the modest service charge and was told it would take a week to get the lens fixed, cleaned and sent back.

Third week of June, still no lens. When I called, they asked if I had given approval for the service charge. I said of course, it was done weeks ago. I was then told they were waiting on the flex board, and to give it another week ...

It has been over 6 weeks now. I called today and the first thing they asked was if I had approved the service charge. :shock: Yes - don't you guys have a record? Yeah sure, let me check ... oh, we're still waiting for the flex board. It will be yet another week, by next Friday "for sure."

Well I'm a bit doubtful, given the delays so far. If this is how Sigma handles common repairs, then I will reconsider doing business with them again. I don't know; maybe I'm being unrealistic in my expectations. :?:

However, my experience with Canon service was much more pleasant - my repaired camera arrived in the mail before I even had a chance to call and check on it!

Sorry for the rant! I just needed to vent.
:cry:

[Chris1le]

I'm with you man. I sent my 70-200EX in for calibrating and they received it June 3rd. I called a couple of weeks ago to check on its status and was told they were were really swamped and they would get back to me. I've yet to hear from them. I tried calling today and got a busy signal. I e-mailed them. No reply yet. I think this may be my first and last Sigma purchase! :evil:

[CyberDyneSystems]

Based on the anecdotal eveidence I'm reading on the net.. Sigma's cunstomer service and repair has gone steadily waaaaay down over the last 18 months or so..

It was not much ober a year ago when the 10D came out and Sigma was busily re-chipping hindreds of lenses for free and mostly to everyones satisfaction.

Now they say "oh we can't fix THAT lens" etc... :?

[Conk]

Seems that after this thread gets a couple pages long, it should be sent to Sigma.

[DamienB]

Presume this isn't Sigma UK, who had my 15-30 repaired and ready for pick-up a week after I dropped it off to them, free of charge despite it being out of warranty by a week or so. And who tightened up a 50-500 barrel which had been working a bit loose free of charge, while my wife waited - and that was well out of warranty.

Canon UK by contrast took nearly 3 weeks for my D60 repair, which had been booked in as 'very ugent'. They'd had it for 10 days before they even looked at it and posted a letter to me about the price of the repair for my approval despite me saying 'whatever it costs, fix it, let's not delay things unnecessarily worrying about an OK to the cost'. I did however find the price of the repair (shutter replacement) very reasonable - 95 quid or so.

[slejhamer]

Presume this isn't Sigma UK, who had my 15-30 repaired and ready for pick-up a week after I dropped it off to them, free of charge despite it being out of warranty by a week or so.

Wow, that's really good to hear. All hope is not lost. :)

Unfortunately, I'm dealing with Sigma's service center in New Jersey, USA. I had previously heard very good things about them, but as CDS says their level of customer service seems to be in decline ...

[Orogeny]

I have a Sigma 100-300 DL that was a gift that I sent in to be re-chipped so that I could use it with my DRebel. They told me 3 weeks but I got it back in less than 1 week (6 days after mailing)!

Tim