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11/20/2015 04:26:31 PM · #1
This is a 'heads-up' kind of story.

12 years ago I purchased a lovely 50-500mm Sigma lens. And used it with great pleasure for a number of years.
Unfortunately, one day gravity and I disagreed, and I shattered the UV filter on the lens. The glass stayed intact,
but I could not remove the filter. I put it away for a while - a while that turned out to be several years, and finally
got around to sending it to Sigma this last month for repairs.

Turns out they don't service lens that are over 10 years old. Now, that's a new one on me, and it may be to others.

I asked the tech at Samy's Camera here in San Francisco if he could pry the lens filter off, and after very careful tries, he got the
glass out, but not the rim. However, the lens now works just fine - no thanks to Sigma.

While I certainly accept my mistake in waiting to have the lens repaired, it never occurred to me that Sigma (or anyone else)
would simply refuse to repair it because of time constraints.

So, in this digital era, don't depend on Sigma (and perhaps others) to repair anything 10 years down the line.



11/20/2015 04:46:19 PM · #2
I'm disappointed to hear that, Alice... but happy that you had a good end result.

I have that lens. The in and out of the lens for me made a scraping sound. Turns out it was a screw loose.

(The lens's, not mine)

I also left it for a few years...

Tried it later... and the focus started working again.

I still have it only half assembled, but... I've had three ribbons with it since its "demise".

My latest:



Good for you for taking it local... Sigma lost some $$. :D

11/20/2015 07:40:46 PM · #3
I just went out and spent an hour or two with my 50-500 lens (sans UV filter).
While it seems to have gained weight in the years since I handheld it last,
it was a pleasure to see the results of the brief shoot.

That is/was one sweet lens. I'll just have to be careful now that it isn't
possible to fit a UV filter again.

I'm still amazed at Sigma's lack of response. And yes, Lydia, Sigma lost more
than $$$s. They lost my respect for their business practices.

The image you showed reminded me of the versatility of that lens.

Message edited by author 2015-11-20 19:44:59.
11/21/2015 03:33:51 PM · #4
Sorry to hear of the negative experience with Sigma Alice... for what it's worth, even the OEMs are taking a similar stance. They will often decline to repair older lenses based on "parts availability" which is just another way of saying they don't want to maintain a stock of repair parts for the electronics. It's a rather sad state of affairs, and one of the downsides to the electronic nature of almost everything we buy nowadays.
11/21/2015 03:37:52 PM · #5
Some careful Dremel work could get that filter off...
11/21/2015 04:48:50 PM · #6
Originally posted by kirbic:

Sorry to hear of the negative experience with Sigma Alice... for what it's worth, even the OEMs are taking a similar stance. They will often decline to repair older lenses based on "parts availability" which is just another way of saying they don't want to maintain a stock of repair parts for the electronics. It's a rather sad state of affairs, and one of the downsides to the electronic nature of almost everything we buy nowadays.


"Lean manufacturing" is part of why prices can stay lower. It costs money to maintain old inventory, and even more money to keep making old parts that are run in small batches using old fixtures, tools, and machines. Many manufacturers also use a "just in time" model where the parts and materials they need show up just in time to make the product, again limiting the amount of stock a warehouse has to maintain.

As someone who worked in the manufacturing field, I can tell you, I hated it. Lose one box of screws, and the line shuts down until someone can make a run to the hardware store or find the lost box. Have an inventory miscount on a custom part? I had to send everyone home for the day... or week with no pay.

I hate to say it, but this is probably the standard practice for many companies anymore, especially these smaller companies that are trying to stay competitive. It's not fair to hold it against them. Customers want new and innovative, but that means parts change, and they have to let the old stuff go.
11/21/2015 06:09:37 PM · #7
IMO, as someone who has spent more than 30 years in electronics manufacturing as a process engineer, we can't use lean manufacturing as an excuse not to support a product. It is true that the lifetime of a particular electronic component is no longer 30 or 40 years. For integrated circuits, 10 years now seems like a long time. But in many ares of electronics, we still support products for 20+ years. For the number of repair parts they would need, there is really very little excuse not to be able to support the product.
11/21/2015 06:48:10 PM · #8
Originally posted by giantmike:

Some careful Dremel work could get that filter off...

Thanks for that tip, giantmike. I had to look up Dremel to find out that it was a small electric saw,
and you know, a little saw in the right hands might just do the job.

Meanwhile, I went out again today with the lens and was reminded once more that it is just a completely fun toy.

And Kirbic, I so agree with your post. These lenses are not inexpensive so unless the mgfrs want to make them
out of disposable cardboard or some similar substance - and charge less - then it seems only reasonable to fix
the items when they inevitably break.

Of course the only thing that was broken in this case was the UV filter, but they would not even look at the lens.

A new one of the 50-500mm lens that I asked to be repaired costs upwards of $1,500.
Now, an out-of-reach amount for sure.

11/22/2015 07:48:09 AM · #9
I have an excellent relationship with Sigma UK they have always been fantastic with regard to customer care and Sigma Japan is even better.
If you have any further issues with Sigma USA please let me know and I can refer the complaint to Sigma Japan (that is the main headquarters) I am sure they would be very keen to know why you were treated like this. Sigma UK would of removed the filter ring for you while you waited, if the lens needed new elements then I can understand that a lens over 10 years old they may not have the parts available, but anyway, please do not condemn the whole company for the bad experience. Sigma have excellent CC here in UK and Japan (that is my only countries I have experienced CC) but I would imagine they would be deeply apologetic about the way you were treated.

Honestly, they are a good company.

Let me know if I can help
11/22/2015 01:52:44 PM · #10
Thank you, MAK. You know, I have nothing but good words for Sigma products.

It's just the lack of consideration for those long-time customers who need help.

I'll continue enjoy the 50-500 without the protection of the UV filter until the inevitable happens,
but I wish the authorized service center in Southern California had been as responsive as you
describe the other centers to be.
11/24/2015 06:02:57 PM · #11
Originally posted by sfalice:

Thank you, MAK. You know, I have nothing but good words for Sigma products.

It's just the lack of consideration for those long-time customers who need help.

I'll continue enjoy the 50-500 without the protection of the UV filter until the inevitable happens,
but I wish the authorized service center in Southern California had been as responsive as you
describe the other centers to be.

Please don't let one bad experience sour you. Possibly the person you dealt with had a bad day, or like MAK stated, possibly it's that facility. I know when I want something, and I've spent good money for a product, I have a tendency to be pretty tenacious, and don't generally take no for an answer when the situastion is such that you, as a customer, should be served.

Another call may just be the ticket.
12/02/2015 12:44:57 PM · #12
In the interests of balance, I have to say that my experience with Gentec - the Sigma office here in Toronto - was superb. I took them my 24-60 f2.8 which had severe front focusing issues. The lens was second-hand when I bought it 5 years ago and probably manufactured well before that, so I had no warranty.

They not only took it in for repair but then, when they couldn't guarantee the repair due to some parts for that lens no longer being made, they didn't charge me a cent. And it was back with me within 5 days. The lens has now worked perfectly for the last year and is my first choice for my D610.
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