Superior Service from Sigma Corp. – 30mm Lens Repair

January 30, 2014

Ever have a service experience that was like no other? You know the one…where you had a waiter who could read your mind, a contractor who did everything you asked and more (as if that ever happens), or a car repair shop that told you the truth. Well, I just had one of those great service experiences from the kind folks at Sigma.

Sigma makes lenses for my Canon camera. I like their lenses because they use quality glass and the lenses cost about half as much as comparable Canon-branded lenses. And now I like Sigma even more because they recently repaired a lens for me with speed, efficiency and care.

Taken with my Sigma 30mm 1.4 lens. Light through glass.

Sure, every lens repair place should do that. But my experience is unique because the first point of contact was in the middle of a trade show booth at the Consumer Electronics Show (CES) in Las Vegas. I mentioned to a salesperson at the booth that I was there to do a video on their new line of lenses. I also mentioned that I loved their products, but had a bit of a problem with one of my lenses.

Taken with my Sigma 30mm 1.4 lens. Melon and apples.

Taken with my Sigma 30mm 1.4 lens. Cat and depth of field.

Taken with my Sigma 30mm 1.4 lens. A model at the CES Sigma booth.

After setting me up with a lens expert for the interview, I was introduced to their head of service and repairs for Sigma. He asked to look at the ‘problem’ lens. He then disappeared with the lens for a grand total of 47 seconds and returned it to me in much better shape. That would have been enough. I now had a lens that worked much better than it had when I stepped into the booth. But there was more.

As I thanked him, this head of service told me to send the lens in to the NY service location after CES. He insisted that he would have time there to properly look at and repair the lens. He then gave me his card and thanked me for being a customer.

Taken with my Sigma 30mm 1.4 lens. Window to the world.

Taken with my Sigma 30mm 1.4 lens. Using depth of field from my lens on the model at the Sigma booth.

It doesn’t end there.

When I got back to Boston, I sent him an email and asked if he was serious about his offer to fix the lens. He said yes, so I mailed it off the next day. In a grand total of two days, I had the lens back in my hands fully repaired and working great. If Sigma hadn’t already been my favorite lens brand, this cemented it. Here was a man who cared about customer relations, service and delivering a superior product.

I’m excited to see what lenses Sigma introduces next and I’m certainly excited to be taking photos again with my 30mm 1.4.

Got any customer service success stories? Leave them here in the comments.