Sigma UK Customer Service Woes

jpatrick

jpatrick

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Jeremy
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I'm wondering if I'm the only one who isn't overly impressed with Sigma's customer service?

Esssentially, Sigma UK want to charge me £34 for a firmware update for a EF530 flashgun to cure a design fault with the product. It won't work with the Canon EOS 50D or 500D despite claiming to be ETTL II compatible. A Google search found that Sigma USA has acknowledged this problem, presumably caused by Sigam not reverse engineering the Canon interface correctly, and are providing free upgrades.

Other companies do not charge to fix bugs in their products, and yet Sigma want the same sum for a software update as for a hardware repair. On a £130 product, it's quite a significant amount and surely Sigma are jeopardising the goodwill of loyal customers here by trying to profit from issues in their products?
 
sorry to hear that, not something I was aware of either.

Just as a matter of interest was it compatible with the likes of the 40D or 400D? I'm wondering if Canon have changed things to bring about the problem?
 
I know that some flashes wont work with the 50D but will work with the 40D. The Jessops flash guns are like that. If the flash you have was introduced before the 50D and 500D were released then that might be why they want to charge you for the work. Not good for customer relations though, I wouldn't be happy either.
 
It works fine with my EOS 40D, the problem is with the 500D (and I'm told the 50D too, although I haven't tried this camera). The motorised zoom constantly hunts around and exposure can be way off.
 
Onoes i got that Flash too :( How do you know if yours is the effected model?
 
There is a list of models affected and serial numbers here:
http://www.sigmaphoto.com/news/news.asp?nID=3451

The article only mentions the 50D but the 500D is similarly affected.

I'm rather annoyed that Sigma USA apologise to their customers and offer everyone a free firmware update. Perhaps we are too keen to accept poor service in this country.
 
Have you already sent the flashgun to Sigma?

They are just down the road from our shop and we have a really good relationship with them.

If you have sent it to them, then send me the reference numbers and I will have a word with them for you and see what I can do.

Stuart
 
Stuart, I haven't sent the flash to Sigma yet, but it is really good of you to offer and I'll make a mental note to consider you for future purchases :-)
I've sent Sigma a letter of complaint which I'm hoping will persuade them to reconsider.
Jeremy
 
This doesn't sound like normal Sigma service.

To be clear, you are saying that the flash is not compatible with the latest cameras, Sigma UK acknowledges this, but has refused to correct it without charge. They also acknowledge that Sigma USA recognises the same problem, but fixes it free of charge.

Are these the full facts, or is there something else we should know in your first post on TP :thinking:
 
To clarify (based on a phone conversation with Sigma, not an official statement from them), I understand that Sigma will provide a free firmware update for flashguns less than one year old. Mine is not in warranty, and hence I'd be happy to cover Sigma's costs, but I don't consider that levying their standard hardware repair charge for a sofware update is reasonable.

Sigma USA's statement in the URL I posted above about the problem with the EOS 50D doesn't attach any caveats to 'free upgrades', unlike Sigma UK in my case.

The flash was sold as ETTL2 compatible and I think that the fact it doesn't work with the current EOS range (which are still ETTL2) suggests it was never fully compatible to Canon's standard. I'd also suggest that the provision for user upgradeable firmware would avoid the issue arising in the first place.

I have nothing personally against Sigma and have gained a great deal of pleasure from their lenses over a number of years. I simply think that there's room for a little more goodwill on their part in the spirit of customer retention. I also hope that passing on Sigma USA's warning about compatibility may prove helpful to others here, who can check serial numbers when buying a flashgun, as Sigma UK doesn't have any information about it on their site.
 
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