|
Senior Member
 |
Join Date: Jul 2008
Location: Kolossi, Cyprus
Posts: 1,554
 |
Sigma Customer Service
We often hear about poor quality customer service!!!
But, I have to share this with you all, and perhaps reassure you all that quality customer service does exist!!
As you are aware I am currently in the UK convalescing from surgery. I knew I'd be here for a number of weeks so brought my camera equipment with me to help pass the hours before my return to Cyprus.
On Monday when mounting my Sigma APO DG 75-300 mm macro zoom f4-5.6 lens to my Canon EOS 400D I noticed a grating/clicking noise at the top end of the lens on change from zoom to macro. I decided to call Sigma Imaging UK Ltd for advice; and did so on Monday afternoon.
I explained my problem to the telephone receptionist who put me directly through to Rob Gooch, a customer service agent, in the relevant department. Armed with my camera, rather than try to explain the noise I briefly played it over the telephone to Rob. I explained that the lens was still under warranty, but the warranty certificate was in my house in Cyprus and I would be in the UK for a number of weeks before returning back home. Rather than waiting until my return to Cyprus I asked if I could send the lens for repair without the warranty certificate; I also asked how long a repair might take due to my transient situation.
Rob advised me that repairs and services are generally completed within a two week timeframe, but advised me to send my lens addressed for his attention with a short covering letter reminding him of our telephone conversation, and he would personally ensure my repair was conducted as a matter of priority.
As advised, I posted my lens recorded delivery on Tuesday mid-morning from rural North West Wales.
Imagine my delight when the UPS courier van pulled up outside my parents house at 0930 this morning (Friday) to sign over my repaired lens, all safely packaged with a short resume of the repair work enclosed (replace scale ring, reset, check and test) at no cost.
The lens is working properly and silently again and I'm raring to go!
So how about that for amazing customer service - WELL DONE & THANK YOU to Sigma Imaging UK Ltd...in particular Rob Gooch.
But, I have to share this with you all, and perhaps reassure you all that quality customer service does exist!!
As you are aware I am currently in the UK convalescing from surgery. I knew I'd be here for a number of weeks so brought my camera equipment with me to help pass the hours before my return to Cyprus.
On Monday when mounting my Sigma APO DG 75-300 mm macro zoom f4-5.6 lens to my Canon EOS 400D I noticed a grating/clicking noise at the top end of the lens on change from zoom to macro. I decided to call Sigma Imaging UK Ltd for advice; and did so on Monday afternoon.
I explained my problem to the telephone receptionist who put me directly through to Rob Gooch, a customer service agent, in the relevant department. Armed with my camera, rather than try to explain the noise I briefly played it over the telephone to Rob. I explained that the lens was still under warranty, but the warranty certificate was in my house in Cyprus and I would be in the UK for a number of weeks before returning back home. Rather than waiting until my return to Cyprus I asked if I could send the lens for repair without the warranty certificate; I also asked how long a repair might take due to my transient situation.
Rob advised me that repairs and services are generally completed within a two week timeframe, but advised me to send my lens addressed for his attention with a short covering letter reminding him of our telephone conversation, and he would personally ensure my repair was conducted as a matter of priority.
As advised, I posted my lens recorded delivery on Tuesday mid-morning from rural North West Wales.
Imagine my delight when the UPS courier van pulled up outside my parents house at 0930 this morning (Friday) to sign over my repaired lens, all safely packaged with a short resume of the repair work enclosed (replace scale ring, reset, check and test) at no cost.
The lens is working properly and silently again and I'm raring to go!
So how about that for amazing customer service - WELL DONE & THANK YOU to Sigma Imaging UK Ltd...in particular Rob Gooch.
|
Senior Member
|
Join Date: Sep 2007
Location: east sussex
Posts: 3,484
|
Thats far better than the service I got from that company some time ago. I was after the Sigma 170-500mm lens and because it was in short supply I contacted Sigma head office to find out when the next shipment was due. Talk about a negative response it was disgusting. Didn't know what was being shipped in or how long and just couldn't care a damn. So I bought the lens from a firm in Hong Kong, what a difference, delivered in 4 days. So I rang Sigma back to tell them and I was told in no uncertain terms that what I did was boarding on being illegal, and Sigma UK would have nothing to do with it even if it was to be repaired at any stage in the future.
This is just one of the reasons I took out photographic insurance so I could replace should the need arise.
Bazza
This is just one of the reasons I took out photographic insurance so I could replace should the need arise.
Bazza
|
Senior Member
|
Join Date: Jul 2008
Location: Kolossi, Cyprus
Posts: 1,554
|
We all have different experiences Bazza - Im sorry yours wasnt as positive as mine.
Caveat emptor - One of the dangers of buying from overseas is that even 'badged' a lot of the equipment may be unserialised vanilla copies which will not be covered by any subsequent warranty.
Insurance is a wise decision.
Caveat emptor - One of the dangers of buying from overseas is that even 'badged' a lot of the equipment may be unserialised vanilla copies which will not be covered by any subsequent warranty.
Insurance is a wise decision.
 Admin Team
|
Join Date: Sep 2007
Location: South Wales, UK
Posts: 15,385
|
Great stuff Jack, I'm glad you had a good experience - I've added 'Sigma' to the thread title just in case anyone searches for it in future 
I must say that often, it can significantly depend on how you conduct yourselves when speaking to others. Many times I've heard of people contacting the same people as I have but with little or no joy, yet when I have spoken to them I am always surprised at how 'great' they have been.
The know it all/pompous types never get anywhere I suppose!
Not saying bad customer service doesn't exist, just that in my experience, companies of this caliber tend to be pretty good.
I must say that often, it can significantly depend on how you conduct yourselves when speaking to others. Many times I've heard of people contacting the same people as I have but with little or no joy, yet when I have spoken to them I am always surprised at how 'great' they have been.
The know it all/pompous types never get anywhere I suppose!
Not saying bad customer service doesn't exist, just that in my experience, companies of this caliber tend to be pretty good.
|
Kit 1 Nikon D300 Nikon 55-200mm VR |
Kit 2 Nikon D40 Nikon 18-55mm |
|
|
My Compact/P&S: Panasonic Lumix TZ7 |
