Bicycle Mechanics - Should you buy a Sigma pump?

I bought a Sigma Lambda Jet Digital through Performance. While I was waiting for the shipment to arrive, I ran into this review.

http://www.mtbr.com/reviews/Pump/product_88910.shtml

It basically means the battery in the pump is glued and not replaceable, when the battery runs out, it becomes just a ordinary pump without a gauge. It's pretty close to disposable, at least the electronic function is. I suppose many people bought this pump without knowing it until the battery dies because it doesn't say it anywhere includes the store selling them nor even at Sigma's own web site. Wouldn't you expect the battery to be replaceable in a pump that retail for $40.-, unless you are informed so? So I sent an Email to Sigma, here it goes.

Me)===================
I bought a Lambda Jet Digital Pump a few days ago and waiting to be shipped in a couple of days, then I found these reviews.

http://www.mtbr.com/reviews/Pump/product_88910.shtml

They are saying the battery is not replaceable because it's glued on. Is this true?
===================

Then here's their answer a few days after.

Sigma)===================
{From: <sales@sigmasport.us>
To: <allgoo19@hotmail.com>
Subject: Re: Anfrage von Yoshimi Zemba über www.sigmasport.com
Date: Thu, 22 Apr 2004 12:59:43 -0500

Hi,

You are correct- it is indeed difficult to change the batteries in the
Lambda digital pump. It seems that the engineers decided to make the box
"waterproof" and overdid it a bit.

Thanks for the question,
Sigma Sport Brutal Honesty Dept.**
===================

It doesn't say anything about what they would do to correct the problem and basically saying "Oh, it's too bad." So I sent another Email.

Me)===================
So, what should I be doing when the battery runs out? If I can't replace it, it'll become $40.- disposable pump, at least electronic function will be. I still haven't received the pump yet, so I can send it back when it arrives.
======================

Email above sent on Thursday last week and I still haven't received their response yet(Monday evening now). Since then, I got a package from Performance on Saturday but I haven't opened it yet. I'm ready to send it back depends on how Sigma handles it. Selling a product knowing it has a problem and not informing it is bad enough(now everybody knows it), ignoring a customer's inquiry is even worse. Let's see how Sigma stands behind their products. I'll let Sigma know my post is here. I'll keep you posted.

I have never known Sigma Sports to be a bad co. They make some of the most reliable products in the market. I have sold their stuff ranging from pumps to cyclometers for two years. In that time I have not seen a customer come back in with a complaint on any of it.
I will look into the pump yu have and will see if I can assist you in your problem.

It's Tuesday evening asnd I still haven't received any response from Sigma. So, I sent them another Email, here it goes.

(Me)===========================
I haven't received your response to my last Email, so I posted a message in the Bicycle Forum regarding the problem with Sigma pump.

http://64.191.20.129/showthread.php?t=50750

You are welcome to post your own response to let the bicycle community know Sigma stands behind its own products, or just ignore it. If you decide to ignore it, it'll send quite a negative message.

Here's the question I'd like you to answer if you decide to respond.
1) Will you replace or repair the pump so that the battery will be replaceable for the people already bought it?
2) Will you add a note that the pump's battery is not replaceable without a modification to every advertisement, catalog and also on your website from now on?
========================

Let's wait and see...

I bought a Sigma Lambda Jet Digital through Performance. While I was waiting for the shipment to arrive, I ran into this review.

http://www.mtbr.com/reviews/Pump/product_88910.shtml

It basically means the battery in the pump is glued and not replaceable, when the battery runs out, it becomes just a ordinary pump without a gauge. It's pretty close to disposable, at least the electronic function is. I suppose many people bought this pump without knowing it until the battery dies because it doesn't say it anywhere includes the store selling them nor even at Sigma's own web site. Wouldn't you expect the battery to be replaceable in a pump that retail for $40.-, unless you are informed so? So I sent an Email to Sigma, here it goes.

Me)===================
I bought a Lambda Jet Digital Pump a few days ago and waiting to be shipped in a couple of days, then I found these reviews.

http://www.mtbr.com/reviews/Pump/product_88910.shtml

They are saying the battery is not replaceable because it's glued on. Is this true?
===================

Then here's their answer a few days after.

Sigma)===================
{From: <sales@sigmasport.us>
To: <allgoo19@hotmail.com>
Subject: Re: Anfrage von Yoshimi Zemba über www.sigmasport.com
Date: Thu, 22 Apr 2004 12:59:43 -0500

Hi,

You are correct- it is indeed difficult to change the batteries in the
Lambda digital pump. It seems that the engineers decided to make the box
"waterproof" and overdid it a bit.

Thanks for the question,
Sigma Sport Brutal Honesty Dept.**
===================

It doesn't say anything about what they would do to correct the problem and basically saying "Oh, it's too bad." So I sent another Email.

Me)===================
So, what should I be doing when the battery runs out? If I can't replace it, it'll become $40.- disposable pump, at least electronic function will be. I still haven't received the pump yet, so I can send it back when it arrives.
======================

Email above sent on Thursday last week and I still haven't received their response yet(Monday evening now). Since then, I got a package from Performance on Saturday but I haven't opened it yet. I'm ready to send it back depends on how Sigma handles it. Selling a product knowing it has a problem and not informing it is bad enough(now everybody knows it), ignoring a customer's inquiry is even worse. Let's see how Sigma stands behind their products. I'll let Sigma know my post is here. I'll keep you posted.



From: Sigma Sport Warranty Guy:

RE: Prior email

I didn't know a response to your last e-mail was necessary. You asked if it was impossible to replace the battery and I truthfully responded that it was difficult (due to the sealant), but not impossible. You then stated that you would probably just return the pump to the retailer, as it wasn't what you wanted. I did not intentionally "ignore" your last e-mail, as I thought it was posted as a statement rather than a question. Furthermore, the "brutal honesty dept" quote was an (obvious I thought) attempt at humor.

FWIW, I have replaced may of these pumps under warranty, even after the stated warranty period. Also Sigma Sport has ceased production on this particular model. It is no longer available at the wholesale level, and to be quite honest, is generally retailed in the "closeout" sections. Also, it is not in the 2004 consumer catalogs and is scheduled to be taken off the website with the next update. Hope this answers, the majority of your questions. If you have more, please let me know.

From: Sigma Sport Warranty Guy:

RE: Prior email

I didn't know a response to your last e-mail was necessary. You asked if it was impossible to replace the battery and I truthfully responded that it was difficult (due to the sealant), but not impossible. You then stated that you would probably just return the pump to the retailer, as it wasn't what you wanted. I did not intentionally "ignore" your last e-mail, as I thought it was posted as a statement rather than a question. Furthermore, the "brutal honesty dept" quote was an (obvious I thought) attempt at humor.

FWIW, I have replaced may of these pumps under warranty, even after the stated warranty period. Also Sigma Sport has ceased production on this particular model. It is no longer available at the wholesale level, and to be quite honest, is generally retailed in the "closeout" sections. Also, it is not in the 2004 consumer catalogs and is scheduled to be taken off the website with the next update. Hope this answers, the majority of your questions. If you have more, please let me know.

I will give you a big thumbs up here for coming to post here and acknowledging that your products aren't perfect. I have seen all too many manufacturers ignore emails and complaints about their products.

BG-thanks for the kind words. I've worked for several bike biz companies over the past 12 years and every single supplier deals with "less than ideal" products occasionally-it is an unfortunate "given" in this business. In this case, the product had been on the market for quite sometime before we became aware of its weaknesses. By the way (cheap plug) everybody here rides-even the accountant lady and the warehouse folks.

Hi,

I didn't know a response to your last e-mail was necessary. You asked if it
was impossible to change the battery, and I truthfully responded that it was
indeed difficult, but not impossible. You then stated that you would
probably just return the pump to the retailer, as it wasn't what you
wanted. End of story...or so I thought. I had no intention of ignoring your
last e-mail, as I thought it was posted as a statement rather than a
question. Also, I had no warning or chance to rectify this "situation"
before you posted my email (without notifying me, I might add).

FWIW, I have replaced many of these pumps under warranty, even after the
stated warranty period. Also, Sigma Sport has ceased production on this
particular model. It is no longer in the consumer catalogs and is due to be
taken off the website with the next update. I hope this answers the majority
of your questions, and if you have more, please let me know.

Sigma Sport Warranty Dept.
========================
Full Email sent to me.


Thanks for stopping by warrantyguy. I'll give you a credit just for showing up here. See, how good the impression you give to the members. I have been puzzled why not more company participate in this discussion. If I was in your position, this is the best place to be. It's open to everybody, it's free and all the members here is interested in bicycle. I'm wondering why big companies like Shimano, Cateye and all others showing up here, not for aggressive marketing but just to show up and see what ordinary cyclists are looking for, what they are saying. Just by saying "Hi, I'm from Sigma." makes the image of your company a lot more approachable. There are so many people bought Sigma digital pump still using it without knowing what happens when the battery dies. Instead of tell all those people a million times the same thing, you tell only once here and everybody get it. Even better, you should have notify everybody that the battery is not replaceable before you send the new products out from your company. How many cycle computer you sell which battery can't be replaced? Most people think the battery is replaceable in those, the same applies to digital pump. You knew it and you didn't tell. It's safe to say you have been hiding it intentionally, and were hoping it'll go away.

Like I said I give some credit to Sigma for showing up here. It prevented me from becoming Sigma hater. I still consider buying Sigma products in the future.
But real credit goes to two parties, which are
1)BikeForums
2)Performance Bicycle

1)This could easily have been another no return phone call in old days before people start using Internet. The companies strategy was to not answer to any complaints, no phone, no letter, just wait and they'll go away. It worked because they were dealing with just one person, the unsatisfied customer had no place to turn in to. Now with a forum like this, the companies have to deal with thousands of members which are very strong potential buyers. They can't ignore that. If your call doesn't get answered, or no reply to Email, this is where you want to be.

2)When I called Performance customer service to ask them how to return the package, a person asked me what happened to the product (not in intimidating way). So I told her the story (not about this forum, though I'll be sending them my post is here, later.) Then she said not only they will credit for the cost of the pump but also the shipping cost (one way, because I sent the package unopened, no charge). I asked her "Are you sure?" She said "Yes." I have been always loyal customer and this only made it stronger. I recommend it to anyone if you are still not convinced.

allgoo19,
Too my knowledge there are no Sigma Sport cyclometers that the battery cannot be replaced. I do however request that you do not judge the entire company or all of its products over one discontined item. There are manufacturers that design and build weird and even bad product. However this is not a reflection of the entire company.
If that were the case then you would have to lok at the number of bike companies that have built faulty, and just plain bad working equipment. However they still have a loyal and even fanatical base of custmers despite what they produce. I will continue to stand behind Sigma Sport as a reliable and dependable manufacturer. I have no complaints of any of the product I have sold and even use on my personal bikes.

allgoo19,
Too my knowledge there are no Sigma Sport cyclometers that the battery cannot be replaced. I do however request that you do not judge the entire company or all of its products over one discontined item. There are manufacturers that design and build weird and even bad product. However this is not a reflection of the entire company.
If that were the case then you would have to lok at the number of bike companies that have built faulty, and just plain bad working equipment. However they still have a loyal and even fanatical base of custmers despite what they produce. I will continue to stand behind Sigma Sport as a reliable and dependable manufacturer. I have no complaints of any of the product I have sold and even use on my personal bikes.

I don't think this person really getting what I said. When did I say about entire Sigma products? Who do you think you are doing favor to? Is it ok for you if a company sells products knowing it has a defects but not telling the customers? Sure there maybe faulty products in the market the company doesn't know about. But once the company finds it defective, it is the company's responsibility to notify to people who already bought it then offer to reapir. If the company decide to sell the remaining inventory, tell the buyers it has a problem. If the customer still want to buy it, it's their problem. Doesn't it make sense?

"Like I said I give some credit to Sigma for showing up here. It prevented me from becoming Sigma hater. I still consider buying Sigma products in the future."

That is why I said what I said. Favor? No one. Selling defective products knowingly? Happens constantly look at Pacific for example if they listed all of their defective products everytime it came out they would be bankrupt. No one would buy it. No company has a list of every person who buys their product. Therfore they typically mkae a general anouncement hoping they reach the consumer.
I am thinking that you feel I am arguing with you and that is not the case. I simply made a request that is all. I understand your position, I even offered to assist you with this problem, even though I did not sell it to you, but as a retailer for their product. However the guy at Sigma Sport responded here before I looked at the pump in depth. If you have a chance to send it back then do so and procure another pump. That IMHO would end the problem.