Thursday, November 26, 2009

Good SIG customer service experience

I posted this previously on Sigforum at

Posted October 17, 2009 08:58 PM
I'm just letting you all know about my experience with SIG CS, which was very good.

Since I bought my new P220 Equinox, it had been having malfunctions(mostly failure to feed, a few double feeds), at a rate of about 1 or 2 every 100 rounds. After about 600 rounds of this, I decided to contact SIG customer service.

When I described the issue on the phone, the customer service rep immediately offered to have me send it back to be fixed.

They emailed me a prepaid UPS shipping label. I was told that I would get it back about 10-12 business days from when they received it. I sent it in on a Friday. I received it back the following Thursday, so there was very quick turnaround that beat the estimate by quite a bit.

Since it was going in for service anyways I decided to get the SRT and trigger job (Action Enhancement Package), which I paid for.

To fix the malfunction issue, the gunsmith polished the feed ramp and replaced the extractor, and test fired 50 rounds with no failures. I just put 150 rounds through it with 0 malfunctions, so it seems to have worked.

I'm really happy with the Action Enhancement Package. The pull on double action feels significantly lighter and smoother. I wasn't unhappy with the factory double action trigger, it was comparable to DA on other guns that I've tried. But after the AEP, it's much better. Single action feels a little better but it was always quite good on single action.

The short reset trigger does make the trigger reset noticeably shorter. It doesn't seem to make much difference for me since I don't usually do a lot of rapid fire, but it does what it's supposed to do, and I'll probably appreciate it more if I take some classes with more rapid fire.

The only thing I didn't like about the whole process was that they shipped it back without letting me know or sending a tracking number, so I wasn't able to be home to receive it and had to go pick it up at the shipping hub.

My customer service rep was Jason and the gunsmith was James.

It's pretty lame that my $1k gun even needed to be sent in, and I only got one mag with it when I bought it. So I still have some healthy SIG resentment. But in terms of customer service I'm happy. And as of now I'm very happy with the gun assuming it stays reliable through a few hundred more rounds.

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