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 Sig Sauer Customer Service Is Horrible!!!
Phessor  [Team Member]
5/23/2011 12:27:17 PM EST
So I called Sig Sauer today to let them know about a concern I have with my rifle. Seems the 1st GEN rifles have a poorly designed pistol grip that when operated the trigger guard area digs into my middle finger.
I talk to a rep and explained my situation to him and he tells me that Sig Sauer has never changed the design of their grip. I tried to explain to him that they had indeed redesigned the grip, probably because guys like me complained about it. He still refused to acknowledge that the older grips are different then the newer ones. I then told him that I was currently looking at two SIG 556 rifles, one old and one new, and the pistol grips are indeed different.
To this he tells me to send my rifle back to Sig Sauer and for $30.00 they will install a new grip and that shipping will cost me $50.00.
That's $80.00 to replace the grip on my rifle to the newer style.
What kind of outfit are these guys? They sure have a lot of nerve to think someone is gullible enough to send their rifle in and pay $80.00 for a $19.00 part.
This will be my last Sig Sauer product.
Thank you for listening to my rant. By the way, does anyone have a newer style pistol grip they would sell me?

Phessor
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FiremanFrank  [Team Member]
5/23/2011 1:35:18 PM EST
I have had my issues with their customer service as well but that takes the cake.
BEAST556  [Member]
5/23/2011 3:43:32 PM EST
Yea fuck sig, You can see my therad with my experence. They will never get another cent from me.
C_Swimm  [Team Member]
5/23/2011 5:05:34 PM EST
can you post some pics of the grip and trigger guard so we can see how it differs from current ones?
Phessor  [Team Member]
5/23/2011 5:59:52 PM EST
Old style pistol grip:

Note how there are two sharp edges where the trigger guard and the grip meet.

New style pistol grip:





Phessor

C_Swimm  [Team Member]
5/23/2011 6:20:48 PM EST
Thanks. I thought maybe it was a 550 grip on it, but the bottom has the same trap door as the current grips. The 550 grips have a flat sliding plate on the bottom. Looks like the early 556 grip was designed like a 550 grip at the top end as the 550 grip doesn't have that little finger shelf to shape it into the 556 trigger guard. The 550 has a stamped trigger guard so no need.

I have a 550 grip on one of my 556 rifles and the bottom corners of the 556 trigger guard are a little sharp without that shelf there. I switched mine out so it's my fault, and it really doesn't seem to dig into my finger when I fire so I don't really mind it. If it did I would switch it for a current 550 grip.

Not sure where I fall on this one. The CS rep obviously doesn't know the product as well as he should. He should have just offered to switch out the grip with you. Paying that much to send it in to have them do it is out of the question.

You got a rifle with the older grip. You bought it that way. Yes SIG improved the grip on later models. Why didn't you just buy the newer grip? I am not sure SIG has an obligation to change the part out, but it would make good business practice to do it. Better to keep the customer happy with a new grip that I am sure didn't cost them anywhere near $20, but I am a more customer service oriented guy than this CS rep seems to be. Not sure it's worth painting the whole company as bad though. But then again I have never had to deal with SIG customer service since i have never had a problem with any of the 19 SIG Sauer rifles and pistols I have owned.
Justin-Kase  [Life Member]
5/23/2011 6:26:34 PM EST
Hard to condemn an entire company for the idiocy of an ~ $8/hr phone rep, but having Ron Cohen as President and CEO certainly is.

But what the heck profits are at an all time high I hear.
Kisara  [Team Member]
5/24/2011 9:17:50 AM EST
I'm surprised they didnt ask you to pay for 50 rounds of test fire ammo too.

They also have redesigned the charging handle. The first few with old rifles who learned about that change simply called and asked for it and got it shipped for free as an upgrade... That came to a stop real quick after too many called them. I dont know why they have such a hard time wanting to sell spare or replacement parts to their own customers.
parabellum_9x19  [Team Member]
5/24/2011 9:28:02 AM EST

Originally Posted By Phessor:
So I called Sig Sauer today to let them know about a concern I have with my rifle. Seems the 1st GEN rifles have a poorly designed pistol grip that when operated the trigger guard area digs into my middle finger.
I talk to a rep and explained my situation to him and he tells me that Sig Sauer has never changed the design of their grip. I tried to explain to him that they had indeed redesigned the grip, probably because guys like me complained about it. He still refused to acknowledge that the older grips are different then the newer ones. I then told him that I was currently looking at two SIG 556 rifles, one old and one new, and the pistol grips are indeed different.
To this he tells me to send my rifle back to Sig Sauer and for $30.00 they will install a new grip and that shipping will cost me $50.00.
That's $80.00 to replace the grip on my rifle to the newer style.
What kind of outfit are these guys? They sure have a lot of nerve to think someone is gullible enough to send their rifle in and pay $80.00 for a $19.00 part.
This will be my last Sig Sauer product.
Thank you for listening to my rant. By the way, does anyone have a newer style pistol grip they would sell me?

Phessor

Escalate.

Call Sig CS again and ask to speak to their manager, then tell them that you want a new style pistol grip sent to you.

They are generally pretty fair, I think they will work with you if you talk to a manager.

I see no real issue here, its a $20 part, they have to install it, they charge only $10 for that, and shipping is on you since this is not a defect in workmanship, just a design change in the rifle.

What did you expect? They eat it on shipping, installation, and give you the new part for free? You bought the rifle knowing what grip it had, how is that their fault again?

I'm shocked at what some of you call "horrible" in terms of customer service, its like you expect them to drive to your house and give you a free rifle, a batch of warm cookies, and a hummer.
tiger222  [Member]
5/24/2011 10:56:21 AM EST
I sent my 17XX serial range in for the canter rail - which is still
Not in spec! But it's level now. They replaced my grip without
asking me to the new style - which oddly seems shorter than I
recall....
FiremanFrank  [Team Member]
5/24/2011 12:08:04 PM EST
What I call poor customer service is having my rifle for over 4 months and then telling me a replacement had been shipped after I called. It hadn't and after several more fun filled weeks of talking to various customer service people of whom several mispoke I finally received a replacement rifle. So yes, they have awful customer service.
parabellum_9x19  [Team Member]
5/24/2011 12:18:48 PM EST

Originally Posted By FiremanFrank:
What I call poor customer service is having my rifle for over 4 months and then telling me a replacement had been shipped after I called. It hadn't and after several more fun filled weeks of talking to various customer service people of whom several mispoke I finally received a replacement rifle. So yes, they have awful customer service.

See THAT ^ is a pretty good reason to bash Sig's customer service, but the OPs problem really isn't enough.

AR15fan  [Team Member]
5/24/2011 12:20:51 PM EST
The original grip design is

Gonna need more than a gapper to fix that!
Steelerzfan  [Member]
5/24/2011 4:59:05 PM EST
I purchased a Sig 556 last year when they were shipped out without the rear diopter sight. While at the NRA convention in Pittsburgh, I happened by the Sig display and talked to a rep from Sig about the sight that was now included with the rifles. He handed me his card, and told me to send him an email on Monday with my address. I had a new diopter sight by that Thursday.NO CHARGE! I'd call that GREAT customer service.
Phessor  [Team Member]
5/25/2011 2:18:08 AM EST
Originally Posted By Steelerzfan:
I purchased a Sig 556 last year when they were shipped out without the rear diopter sight. While at the NRA convention in Pittsburgh, I happened by the Sig display and talked to a rep from Sig about the sight that was now included with the rifles. He handed me his card, and told me to send him an email on Monday with my address. I had a new diopter sight by that Thursday.NO CHARGE! I'd call that GREAT customer service.


Wished I could have talked to that guy. You get a $100.00 sight for free and I get told I have to pay $80.00 for a $20.00 part that comes standard on all new rifles.
Phessor
Stottman  [Member]
5/25/2011 4:52:13 AM EST
Originally Posted By Phessor:
Originally Posted By Steelerzfan:
I purchased a Sig 556 last year when they were shipped out without the rear diopter sight. While at the NRA convention in Pittsburgh, I happened by the Sig display and talked to a rep from Sig about the sight that was now included with the rifles. He handed me his card, and told me to send him an email on Monday with my address. I had a new diopter sight by that Thursday.NO CHARGE! I'd call that GREAT customer service.


Wished I could have talked to that guy. You get a $100.00 sight for free and I get told I have to pay $80.00 for a $20.00 part that comes standard on all new rifles.
Phessor


But they didnt want to charge you $80. $50 was for return shipping.

JMosesB  [Member]
5/25/2011 11:08:28 AM EST
Call and talk to customer service manager and ask to buy a new grip!!! No need to send the entire rifle that's just crazy!!!
AJ_Dual  [Team Member]
5/25/2011 11:37:05 AM EST
"Sig Sauer: For girls with daddy issues who date guys in Ed Hardy shirts, and those of you who have not yet lost all your self-esteem with HK."
jpcdmd  [Team Member]
5/25/2011 12:03:25 PM EST
I called Sig just a few months ago and told the CS rep that I would like to purchase a new style charging handle and they mailed me one free of charge. I bet if you were polite and asked to purchase a newer style grip to install yourself, they would have sold one to you or sent you one for free. When the dude said they didnt redesign the grip, you should have just asked for a CS email so you could email a pic of the new style grip.

Not sure why you'd expect to get a new grip installed for free when you bought the rifle that way. Just because they redesign or upgrade a part doesn't mean all guns sold prior to that get free upgrades too.
Paxel  [Member]
7/2/2011 5:22:28 AM EST
It sounds like the same tool I first talked to about a 522. I was shocked at the guys attitude - insisting that I was wrong, although I was not.

But, when I called back I got another guy - Josh, who was helpful and knowledgable and willing to track down the info I needed, even though it meant he actually had to go find someone else get to the bottom of the issue.

So, it's all in the person you get on the other end. If they suck, complain to the company. If they are good, let them know that too. Reward good behavior.
mac1045  [Member]
7/2/2011 9:37:24 PM EST
Originally Posted By Phessor:
Originally Posted By Steelerzfan:
I purchased a Sig 556 last year when they were shipped out without the rear diopter sight. While at the NRA convention in Pittsburgh, I happened by the Sig display and talked to a rep from Sig about the sight that was now included with the rifles. He handed me his card, and told me to send him an email on Monday with my address. I had a new diopter sight by that Thursday.NO CHARGE! I'd call that GREAT customer service.


Wished I could have talked to that guy. You get a $100.00 sight for free and I get told I have to pay $80.00 for a $20.00 part that comes standard on all new rifles.
Phessor


True that, I was at the convention and they acted like they never heard of 522's shipping without sights. I'd dump mine for the fake "HK416" if the value hadn't bottomed out from CDNN 522 fire-sales. Last SIG branded anything I buy.

LA_357SIG  [Team Member]
7/3/2011 6:05:31 AM EST
Maybe you should just buy the grip and install it yourself. I can see if it was defective, but they aren't obligated to update weapons already sold every time there is a revision. Unless it was a safety issue, you should email them pics of your finger where the trigger guard makes contact.
M4  [Life Member]
7/3/2011 6:13:06 AM EST
You could probably fix the problem by installing the Magpul trigger guard.

Saber7  [Team Member]
7/3/2011 7:06:19 AM EST
Originally Posted By Phessor:
So I called Sig Sauer today to let them know about a concern I have with my rifle. Seems the 1st GEN rifles have a poorly designed pistol grip that when operated the trigger guard area digs into my middle finger.
I talk to a rep and explained my situation to him and he tells me that Sig Sauer has never changed the design of their grip. I tried to explain to him that they had indeed redesigned the grip, probably because guys like me complained about it. He still refused to acknowledge that the older grips are different then the newer ones. I then told him that I was currently looking at two SIG 556 rifles, one old and one new, and the pistol grips are indeed different.
To this he tells me to send my rifle back to Sig Sauer and for $30.00 they will install a new grip and that shipping will cost me $50.00.
That's $80.00 to replace the grip on my rifle to the newer style.
What kind of outfit are these guys? They sure have a lot of nerve to think someone is gullible enough to send their rifle in and pay $80.00 for a $19.00 part.
This will be my last Sig Sauer product.
Thank you for listening to my rant. By the way, does anyone have a newer style pistol grip they would sell me?

Phessor




Why did you buy a older gen rifle if you didnt like the grip? $80.00 sounds reasonable to me.
22eley  [Member]
7/16/2011 12:46:41 PM EST
I got a New Tac Ops 226 1 of the grip screws was real buggerd up from the factory with a slip of the screwdriver, and the CS told me to email a picture to him and then he would see if it was bad enough to send me another grip screw ! i HAD orderd a new p210 with adj sights 9mm, The important Word is HAD! 1 50 cent screw vs a $1,850.00 9mm toy i NO longer want or need. john
stuch77  [Team Member]
7/24/2011 2:12:52 PM EST
man i have never had a problem with sig's cs i think you went about it all wrong. i get what ever i want from them pretty much every time i call them. the key is not try to butt heads with the person on the line. i yes them to death after i tell them my story/problem. then i act like a noob/new guy to sigs products. then ask for the upgrade and they always either send me a shipping label thru email are the product for free. but if you call them and try to tell them there business they get all bull headed.
Dawg180  [Team Member]
7/24/2011 4:25:17 PM EST
Originally Posted By stuch77:
man i have never had a problem with sig's cs i think you went about it all wrong. i get what ever i want from them pretty much every time i call them. the key is not try to butt heads with the person on the line. i yes them to death after i tell them my story/problem. then i act like a noob/new guy to sigs products. then ask for the upgrade and they always either send me a shipping label thru email are the product for free. but if you call them and try to tell them there business they get all bull headed.


The problem is you shouldn't have to "game out" a plan like you did to get "good" customer service, when you call they should just give you good customer service.

Alex_B69  [Team Member]
7/24/2011 5:46:50 PM EST
The only time I have used their CS, they were good. Returned my slide within a week.
SigOwner_P229  [Member]
7/26/2011 12:50:45 PM EST
I had the OPs same experience way back when I got my 556. I bought mine before they updated the grip. Then I found out about the updated grip from a guy at the range. I called Sig and asked about the grip.

The conversation went like this.

Me: I heard from somebody at the range that you've come out with a new grip for the Sig 556. I would like to get one, how can I get it?
Him: There is no new grip for the 556.
Me: Well then this guy had something really special because he had one. He said Sig sent it to him for free when he asked about it.
Him: Can you hold while I check on that?
Me: Yes, that's fine (even though I hate holding for Sig because it always seems like I spend over an hour on the phone every time I call them; and their call-back system is all but useless)
Him: Oh, it looks like we do have a new grip. But you have to send your rifle in to get one.
Me: And Sig will pay the shipping?
Him: No, you pay shipping both ways and we'll put the grip on for free.
Me: That's going to cost a lot more than the grip is even worth, can I just buy a grip?
Him: No, the only way to get it is to send the rifle to us and have us put it on. That isn't a "user serviceable part" so we're not allowed to send a replacement to you.


WTF? The grip isn't user serviceable? Why? Because you don't expect a firearms enthusiast to know how to use a wrench or screwdriver?

I tried calling back 2 more times and asked for a manager. Both times I got dead-end voicemails. I left messages both times and never got a call-back.

That was the last time I called Sig CS for anything and the Sig 556 was my last Sig product I ever purchased (been 4 years now IIRC). I don't plan to ever buy another Sig product again; especially after this past week when I did a training class with a Sig 516 (provided by the instructors). That thing was a piece of shit. 6 out of 10 Sig 516's failed in the 2 day class. 2 failures could not be repaired at the range due to broken parts

Sig is a goner in my books.

Oh, and if you can't tell from my username, I "used to be" a big-time sig enthusiast. My online usernames no longer include anything about Sig in them.
TxLawDog  [Member]
7/27/2011 8:25:49 AM EST
Sig's CS must be hit and miss. I have always had great CS from Sig. The CS rep for our area treats me promptly and solves all of my problems with no hassle. I just emailed him last week and got prompt response.
parabellum_9x19  [Team Member]
7/27/2011 8:31:52 AM EST

Originally Posted By SigOwner_P229:
I had the OPs same experience way back when I got my 556. I bought mine before they updated the grip. Then I found out about the updated grip from a guy at the range. I called Sig and asked about the grip.

The conversation went like this.

Me: I heard from somebody at the range that you've come out with a new grip for the Sig 556. I would like to get one, how can I get it?
Him: There is no new grip for the 556.
Me: Well then this guy had something really special because he had one. He said Sig sent it to him for free when he asked about it.
Him: Can you hold while I check on that?
Me: Yes, that's fine (even though I hate holding for Sig because it always seems like I spend over an hour on the phone every time I call them; and their call-back system is all but useless)
Him: Oh, it looks like we do have a new grip. But you have to send your rifle in to get one.
Me: And Sig will pay the shipping?
Him: No, you pay shipping both ways and we'll put the grip on for free.
Me: That's going to cost a lot more than the grip is even worth, can I just buy a grip?
Him: No, the only way to get it is to send the rifle to us and have us put it on. That isn't a "user serviceable part" so we're not allowed to send a replacement to you.


WTF? The grip isn't user serviceable? Why? Because you don't expect a firearms enthusiast to know how to use a wrench or screwdriver?

I tried calling back 2 more times and asked for a manager. Both times I got dead-end voicemails. I left messages both times and never got a call-back.

That was the last time I called Sig CS for anything and the Sig 556 was my last Sig product I ever purchased (been 4 years now IIRC). I don't plan to ever buy another Sig product again; especially after this past week when I did a training class with a Sig 516 (provided by the instructors). That thing was a piece of shit. 6 out of 10 Sig 516's failed in the 2 day class. 2 failures could not be repaired at the range due to broken parts

Sig is a goner in my books.

Oh, and if you can't tell from my username, I "used to be" a big-time sig enthusiast. My online usernames no longer include anything about Sig in them.

As much as I love the Sig products that I do own, their policy on not shipping parts really turns me off.

I just bought a new .45, and instead of going Sig like I had planned, I bought an FNP 45 because I KNOW that FNH will send you a part if you ask them for one.

The notion of shipping an entire rifle two ways to have a grip installed is insanity.

I still LOVE Sig's guns, especially the older stuff and their SigPro line...but their CS policies are stupid as hell.
StonerAR10  [Member]
7/27/2011 7:02:56 PM EST
I just dont understand how SigOwner_P229 could have as many problems as he has had. I completely disagree with his take on teh 516. I own three of them, shoot all of them a lot and have never had a single problem with any of them. If you look at the threads in here on teh 516 everyone who owns them lives them and I have not seen anything negitave about the 516 from anu owners. Sounds like this guy has had a run of bad luck but his take on teh 516 is pure BS.
SigOwner_P229  [Member]
7/28/2011 9:25:55 AM EST
Originally Posted By StonerAR10:
Sounds like this guy has had a run of bad luck but his take on teh 516 is pure BS.


Are you implying that I'm lying? I can assure you that I'm not lying. The rifles were used in a DOD training course. Max number of rounds through any rifle was 350. Rifles were brand new at the start of the class except for initial cleaning and a test-fire by the instructors prior to the start of the class.

All ammo was M193

The 4 rifles that went down but were repaired at the range were all gas issues. Somehow the adjustment of the gas valve either "changed" or the rifles just stopped functioning after they got a little dirty and the gas valves had to be readjusted for reliable cycling.

The 2 rifles that went down for good were both FCG problems. One rifle "froze" on safe. Not sure what the problem was, the instructors couldn't get it to flip to fire and they couldn't get it torn apart to see what the issue was. The other rifle, the one I was using, had the hammer pin back out and break. That one couldn't be repaired at the range because Sig refuses to send spare part for people to keep on hand in case of that event.

IMHO, FCG problems on new firearms are completely unacceptable.
parabellum_9x19  [Team Member]
7/28/2011 10:03:59 AM EST

Originally Posted By SigOwner_P229:
Originally Posted By StonerAR10:
Sounds like this guy has had a run of bad luck but his take on teh 516 is pure BS.


Are you implying that I'm lying? I can assure you that I'm not lying. The rifles were used in a DOD training course. Max number of rounds through any rifle was 350. Rifles were brand new at the start of the class except for initial cleaning and a test-fire by the instructors prior to the start of the class.

All ammo was M193

The 4 rifles that went down but were repaired at the range were all gas issues. Somehow the adjustment of the gas valve either "changed" or the rifles just stopped functioning after they got a little dirty and the gas valves had to be readjusted for reliable cycling.

The 2 rifles that went down for good were both FCG problems. One rifle "froze" on safe. Not sure what the problem was, the instructors couldn't get it to flip to fire and they couldn't get it torn apart to see what the issue was. The other rifle, the one I was using, had the hammer pin back out and break. That one couldn't be repaired at the range because Sig refuses to send spare part for people to keep on hand in case of that event.

IMHO, FCG problems on new firearms are completely unacceptable.

I believe you, but with the really really good reviews of these in general, I have to wonder if there wasn't some external factor, such as a gunsmith who worked on all of these rifles messing them up?

It just seems like a statistical improbability that you would see a cluster of failures like this on an otherwise very reliable rifle.

Again, not calling you a liar, just wondering if there couldn't have been some other factor that explains it.
StonerAR10  [Member]
7/28/2011 1:01:43 PM EST
No, not calling anyone a liar. But, I have three and a teenage son who blast away with his all day without a single problem. The other two have had over a 1,000 rounds each down the tube and no problems. If you look at all the threadsds on this forum all have been problem free except for one that was one of the first guns produced. You salm of the 516 seems unjustified as there are no other threads discribing simular problems like you had. I think the 516 is great and another guy at our local; range has one and he said the same thing. He's had no problems with the 516 at all and loves his as much as I love mine.
SigOwner_P229  [Member]
7/28/2011 7:21:34 PM EST
Originally Posted By StonerAR10:
No, not calling anyone a liar. But, I have three and a teenage son who blast away with his all day without a single problem. The other two have had over a 1,000 rounds each down the tube and no problems. If you look at all the threadsds on this forum all have been problem free except for one that was one of the first guns produced. You salm of the 516 seems unjustified as there are no other threads discribing simular problems like you had. I think the 516 is great and another guy at our local; range has one and he said the same thing. He's had no problems with the 516 at all and loves his as much as I love mine.


I will say that I'm not totally up on all the 516 threads on here because frankly I couldn't care any less about Sig products anymore. I'm just telling you my experience from a course I went through. I did a review on another forum based upon the poor performance and had a very respected member and dealer chime in that he dealt with a Sig distributor that is claiming 50% failure rates in some batches of 516 rifles. IMHO, based upon issues Sig has had with other new release products and my experience in the course I believe every word of it. There may be a lot of glowing reviews, but I assure that there are lots of failures out there too. I've never seen any other commonly produced AR15 style rifle be so prone to failure. JME IMHO, any failure rate above 1-3% is TOO much for a new rifle. I've seen some really crappy, pieced together AR's that run just fine. And Sig can't even get their factory produced 516 to run fine...
StonerAR10  [Member]
7/29/2011 10:11:32 AM EST
Damm,

We are lucky here in the South. I have three 516's and between others at our range there are at least 11 here on our range that shoot every weekend including two LEO's. Every one has been perfect and no failures at all. Sure their may have been a bad batch in the first run or so but I've now talked with two local dealers that have sold mor ethan 60 between them and have not had one single complaint or return of any of them over the past several months. I've even had guys with Daniel Defense gas guns want to trade after shooting my 516. Works for me and friends around here.
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