A question for Dillon users

[Strtspdlx]

customer service can be viewed from both ends, we don't see or hear ourselves from other peoples perspective, so I can imagine something we might consider normal conversation may be considered something altogether different to someone else. I had good luck when I pick up the phone expecting nothing from the person on the other end except to have them hit buttons and make sure the parts I order get mailed to me. expecting much more in todays society is making sure you're setup for disappointment. which is sad in all honesty. ive never had a problem with Dillon rcbs or lee. lyman on the other hand I'm not very happy with, but that may be partly my own fault.

[Lloyd Smale]

After loosing my square deals in a fire that was my own fault I called Dillon and they gave me a choice of a new square deal or a 550 for free. I took the 550. It even came with a brand new strong mount. Id call that service above and beyond!!! Burn your car in a garage fire and take a trip to your local car dealer and see if they stand behind there product that well. Burn you Remington, Winchester, ruger, in a fire and see what they offer you for a free gun. Burn a lyman or lee press in a fire and they wouldn't even answer your email.

[KohlerK91]

What's they first thing they ask? What's you custom ID right?

Do you think people get treated differently after they pull up your account and look at your purchase history?

Maybe?

[alamogunr]

Dillion is a funny company. I've called them on four separate occasions over the years and got a very disagreeable guy on the phone each time. They took care of the issue each time but the attitude sucked.

+1 I have called a few times for information and only once got someone that I enjoyed talking to. Other times I get a guy that sounds like he would rather be doing anything else. I won't say he is rude but after a few minutes I forget what else I wanted to ask or order just to get off the phone.

[Alvarez Kelly]

What's they first thing they ask? What's you custom ID right?

Do you think people get treated differently after they pull up your account and look at your purchase history?

Maybe?

Yes. I think customers do get treated differently, depending on their purchase and warranty histories. I used to order lots of parts and upgrades from Brian Enos as shipping was cheap or free. Dillon had no record of those purchases under my customer ID. As I needed some warranty parts a few times, I started getting some static. They told me I had to send in ALL my old parts to get new ones. I sent Dillon many boxes of parts over the last few years. Brian Enos is no longer a Dillon dealer. I order parts direct now. My last order was only about $200, but I got charged $19.95 for shipping. That sucked, but I did get a few small warranty items in the same box. More to the point... now that they see continual purchases and parts always returned for warranty or upgrade, they pretty well give me whatever I ask for.

[Love Life]

Dillon always does me a solid, but I have been buying their products for over 10 years and have over $8,000 in my purchase history from Dillon. The only time I bug them is when something breaks. If an item wears from prolonged use then I order a new one.

[wrench man]

I've called Dillon twice, once for a warranty and once for info, got the same attitude both times!, had to send in the broken part to get a new one? hope I never have to call them ever again.

[Lloyd Smale]

its like anywhere else. Hire 5 people and you end up with one !$$. next time one gives you a hard time just ask to speak to his supervisor.

[Love Life]

I've called Dillon twice, once for a warranty and once for info, got the same attitude both times!, had to send in the broken part to get a new one? hope I never have to call them ever again.

I've had to send broken parts in to get new ones, but Dillon always paid the shipping. This is for two reasons:
A) To give Dillon the opportunity to inspect the part failure to maybe provide a better product in the future
B) Keep from getting scammed by people who lie about a broken part only to get new stuff and flip the old stuff on ebay.

[FTG-05]

I've had my RL-550B since the mid-80's or so. Had to call a couple times for broken parts, almost always my fault. Very pleasant conversations and very free parts always shipped PDQ. Now, when I have to call, I always have a couple things I want to buy so at least I pay for shipping. Seems only fair.

[Plate plinker]

He was just wanting to verify the need. There are guys selling Dillon parts on eBay that any owner can get free from Dillon.

This is a big problem no doubt. Greedy dirt bags wreck it for the rest of us.

My dillon experiences have been good, only one time was the rep a little bit short with me. I suspect he needed to drop a deuce.
I had to pay anyhow since I blew up my 1050.

[wrench man]

I've had to send broken parts in to get new ones, but Dillon always paid the shipping.

They made no offer to have it sent back at their expense?, I paid to ship it back to them on my dime.

[joatmon]

(I had to pay anyhow since I blew up my 1050.[/QUOTE]) Bet there's a story there.

[Lloyd Smale]

yup the 1050 is considered a commercial loader and its right there in black and white that it is not covered by the warrantee. Why would anyone buy one knowing that and then complain when it needs service or parts. Kind of like buying one of the copo Camaros or the factory ford race cars and then wanting them to replace the motor when you blow it up at the race track. Granted most are not used commercially but that's not dillons problem. You bought it with your eyes wide open.

(I had to pay anyhow since I blew up my 1050.

) Bet there's a story there.[/QUOTE]

[alamogunr]

This thread has helped me make one decision concerning the 550. My friend and I originally purchased the entire outfit set up for 3 handgun cartridges. Since he made the original purchase, everything in their system was in his name. When I bought out his half and became sole owner, Dillon had no record of my being a customer. I have only bought about $300-$400 in parts and additional cartridge capability

From now on, I will get my advice on any problem I have by getting on various forums(mostly here) and talking to the guy down the road(the powder coater and competitor). Since I probably won't load more than a few thousand rounds a year, it isn't worth the hassle to call them. Congratulations to those who qualify as favored customers.

Having said all that, I think it is a good piece of equipment. None of my comments should be construed as criticizing the hardware.

[tstowater]

I must be on their good customer list. Just keep buying stuff, no broken parts. They replaced some missing parts on a die set and a 550B that I purchased used when I was buying a bunch of other stuff. I have a good inventory of backup replacement parts that I have fortunately not needed. I must not load enough or have gotten lucky so far. I've had nothing but good luck with both Dillon and RCBS when I have called.

Sent from my XT1254 using Tapatalk

[jmorris]

I had good luck when I pick up the phone expecting nothing from the person on the other end except to have them hit buttons and make sure the parts I order get mailed to me.

I feel like I have already won if another person picks up the phone. These days I have to enter what seems like a combination I to the phone before I ever get a human on the other end...that asks me every question I just set there and answered pushing numbers, to get to them.

Back post 2nd term Obama and sandy hook I had a problem and waits on hold were crazy due to new customers, so I just PM'ed one of their guys on a forum. New part on the way for free and I didn't even need to pick up the phone, for a 1050 no less.

[Alvarez Kelly]

This thread has helped me make one decision concerning the 550. My friend and I originally purchased the entire outfit set up for 3 handgun cartridges. Since he made the original purchase, everything in their system was in his name. When I bought out his half and became sole owner, Dillon had no record of my being a customer. I have only bought about $300-$400 in parts and additional cartridge capability

From now on, I will get my advice on any problem I have by getting on various forums(mostly here) and talking to the guy down the road(the powder coater and competitor). Since I probably won't load more than a few thousand rounds a year, it isn't worth the hassle to call them. Congratulations to those who qualify as favored customers.

Having said all that, I think it is a good piece of equipment. None of my comments should be construed as criticizing the hardware.

You may have gotten the wrong impression. I have heard many accounts of new Dillon owners getting free parts and excellent service from Dillon on their first call. As was pointed out though, you are talking to a human being. Sometimes you get lucky, and sometimes you don't.

It's not a hassle to call them. They really do want to help everybody. Their basic policy on new owners of used equipment is... They will repair or replace anything worn out or broken. Depending on what it is, they may ask you to send in the worn out or broken parts. However, they will not replace for free, usually, parts that are missing. I say usually, because they sometimes will replace smaller parts for free as a courtesy.

You have little to lose by calling them if you have a problem or question. They have seen it all and can usually get you headed in the right direction. Happy loading.

[toallmy]

It's possible that the warranty they offer has been taken advantage of at times . Not everyone is completely honest all the time , when I contact lee they in the past would say return the part but now they say send a picture . I am a new Dillon customer with a used press , when I called I was completely honest with them and I feel like I was well taken care of . Actually in 30 years of reloading I think all the reloading companies are far above most other suppliers in the service department , and they stand behind their products .

[USMC87]

Don't get me wrong here, I really like Dillon products and have always got what I needed from them but this time the guy was just plain ole rude. I understand we are all human and everybody has a bad day now and then, I was just curious as to everybody else's experiences.