Arsenal Moulds - non-existent customer service

[FISH4BUGS]

Well I have sent 2 emails and made 2 phone calls to Jared with no response.
I bought my first mould from them and while their work seems to be very nice, their customer service stinks.
I am just trying to get a simple question answered and you would think i was asking for the moon.
Be aware.

[Huskerguy]

My experience as well except mine was a year ago just when the pandemic was starting and things weren't so crazy yet. I tried multiple times, email and voice mail to no avail. I finally heard back and I had to return a defective mould on my dime. They fixed it and it has been fine since but what really chapped my hide was when the mould was sent I received a message telling me to be sure and give them a 5* rating. I also received the deep sigh treatment when they finally did call me back. Too bad, with a little mould tweaking and some great customer service, they would be the talk of the town, in a good way. Best if luck

[FISH4BUGS]

I am trying one more time. I just sent another email.
There really is no excuse for this.

[Dom]

Amen. I'm with you. Poooooooorrrrrrrr customer service.

[Burnt Fingers]

I'm betting most of ya have never seen how much email a business like Arsenal gets. Most of it is spam and junk. Same with phone calls. Putting your phone number on a website is going to guarantee 100 calls a day that have nothing to do with your actual business.

I'd rather have them making molds instead of sitting at a computer half the day going through email.

I was just shipped a mold I ordered 5/24.

I'm sure that the choice is either make molds or answer the phone and go through email all day.

If it's a simple question perhaps someone here can answer it for ya.

[FISH4BUGS]

I'm betting most of ya have never seen how much email a business like Arsenal gets. Most of it is spam and junk. Same with phone calls. Putting your phone number on a website is going to guarantee 100 calls a day that have nothing to do with your actual business.
I'd rather have them making molds instead of sitting at a computer half the day going through email.
I was just shipped a mold I ordered 5/24.
I'm sure that the choice is either make molds or answer the phone and go through email all day.
If it's a simple question perhaps someone here can answer it for ya.

My phone number is on my web site. I get many many calls and emails each day.
I DEAL WITH THEM.
The subject line often tells you whether to hit the delete button or give it ten seconds to see what it is about.
Maybe YOU might think the lack of response is somehow acceptable, I do not.
Being in business (which I have been for 40 years) is part product and part service. They are not separable.
Perhaps if it were YOU that had the question and he was not responding, you might feel a bit differently.
It doesn't take more than a few seconds to answer a question.

[dannyd]

Hope he is not answering phone or emails; waiting on my third mould. :)

[Targa]

My experience…..not discounting anyone else’s, has been positive. I had to correspond twice with Jared, once to send a mold back for repair, once to inquire about a mold I ordered. Everything was handled professionally to include the repair. I have been happy with Arsenal.

[1Hawkeye]

I'd be easy on Jared when it comes to production he's the original one man band instead of chef, cook, and bottle washer. He's the machinist, secretary, shipping clerk and designer. Right now he is swamped with work and just needs some time to get closer to caught up. I think we can all agree the whole industry is upside down right now.

[dannyd]

He does great moulds and is worth the wait. :)

[HARRYMPOPE]

I'm a designer and outside sales rep for engineering wood products.i get 50 plus calls,email and texts each day minimum.i answer them all.not always within minute's but they get answered.
No excuse for it IMHO

[Walks]

"A Man who works with His hands isn't making money when he's talking."
Roger Schendel 1920 - 1988

[dannyd]

I'm a designer and outside sales rep for engineering wood products.i get 50 plus calls,email and texts each day minimum.i answer them all.not always within minute's but they get answered.
No excuse for it IMHO


I am one of the “IT” guys that make the Emails and the Phones work; Sir you are one of few people on the Planet that does that according to the systems We monitor.

[TNsailorman]

Service is the life of any business. Poor service will sooner or later loose you business. Word will get around and then even old customers will quit ordering. It has happened before and will happen again to those that fail to realize the fact..

[JAC43]

I have had many good experiences with Arsenal, and their molds are excellent quality. I think we all need to have some patience for our small shop mold makers right now. All of them are struggling to keep up with demand; Accurate, NOE, MP, Arsenal, etc.

[HARRYMPOPE]

I am one of the “IT” guys that make the Emails and the Phones work; Sir you are one of few people on the Planet that does that according to the systems We monitor.

You must not deal with very good people because all of us would be fired if we did not answer our correspondence promptly.

[FISH4BUGS]

He may have the best moulds on the planet but i still need an answer regarding the business translation.
OK...fair enough.
No answer?
I will just order my next mould from someone else.
Easy....vote with your wallet.

[dannyd]

He may have the best moulds on the planet but i still need an answer regarding the business translation.
OK...fair enough.
No answer?
I will just order my next mould from someone else.
Easy....vote with your wallet.


Well what’s your question maybe one of us can answer it?

He does make the best Aluminum mould I have used.

[dannyd]

You must not deal with very good people because all of us would be fired if we did not answer our correspondence promptly.

Nope there just regular people who get overwhelmed with emails and phone calls; we can just see what is opened or the calls answered.

[smorin2]

I ordered a 32 cal. mold from them in March. I received it in June. It took a bit longer than expected but the quality is excellent. I emailed once in early June to inquire about my mold and received a response the following day. No complaints with Arsenal from me.

[Teemu]

I have had many good experiences with Arsenal, and their molds are excellent quality. I think we all need to have some patience for our small shop mold makers right now. All of them are struggling to keep up with demand; Accurate, NOE, MP, Arsenal, etc.

+1 .

[QuackAttack24]

Your problem might be that he has 2 email addresses. One is Jared@arsenalmolds.com, which is the email I get product notifications from. When I tried to use that to get a question answered, I got no response. Then I noticed a second email in his signature. jared@themachineconnection.com is the email I got an immediate response from. You might try that. Using that email, I've gotten a swift response to every email I've sent him.

[Kraschenbirn]

I got my first mold from Arsenal around three years ago and have added a couple more since then. Jared makes great molds and I've had no problem with service or communication that I can recall but haven't ordered anything in the last year, either.

Bill

[LAH]

I wore a headset while running the bullet works & took 99% of the calls before the 4th ring. I never stop casting. I took orders & answered questions. People doing machine work may be different. All emails were sorted out of the evening.

[Char-Gar]

In every trade and profession, there is a business side as well as the ability to do the particular work. I have known lawyers, physicians, preachers etc who are very good at what they do, but just can't hack the business side. They cannot move the work through their office or shop in an efficient manner. Whoever they are, they will always struggle to make ends meet unless they can learn how to conduct business as well as do what they do. They must know how to manage their time, plan their work and deal with the end users of their services.

[Finster101]

In every trade and profession, there is a business side as well as the ability to do the particular work. I have known lawyers, physicians, preachers etc who are very good at what they do, but just can't hack the business side. They cannot move the work through their office or shop in an efficient manner. Whoever they are, they will always struggle to make ends meet unless they can learn how to conduct business as well as do what they do. They must know how to manage their time, plan their work and deal with the end users of their services.


I'm in complete agreement with you. I had a Chevron station for 10years when there was still full service. I was a good mechanic, had a great repour with my customers but sucked at the business and paperwork side of it. Fortunately I was smart enough to hire someone to take care of that for me. Did it cut in to profit? Yes, for a short time then it began paying off getting things up and running smoother and allowing me to focus on what I did best. I still had control but got offered good advice. Some accepted, some not.

[dannyd]

Just got the email my third one has shipped :)

4 weeks from date ordered that is Two to Four earlier than promised.

[LAH]

Well said Char-Gar.

[ddixie884]

He may have the best moulds on the planet but i still need an answer regarding the business translation.
OK...fair enough.
No answer?
I will just order my next mould from someone else.
Easy....vote with your wallet.

Works every time.........

[LAH]

Well said Char-Gar.

[rtyler8140]

I ordered 3 molds from Arsenal back in the spring. One shipped within a few days of order (I assume he already had it on hand). I received the second one within the promised timeframe. This was a custom sized (.315) mold. It ended up being made as a PB when I ordered a GC mold. I have been trying since May to get that mold remade. It took over a month just to get a response. I left a few voicemails and sent an email or two over the span of a month. I ended up canceling the order for the third mold since it was well past the 8 week mark and I was starting to lose confidence in Arsenal. At the same time that I canceled the order for mold 3, I ended up reaching out via Facebook messenger and got a response about the mold that was made wrong. Jared said he would work it into the schedule and get one out to me. That was Jun 18th and I haven't heard a peep. I will say, the molds he makes are great and cast nicely. I also do believe he is a man of his word and will get me a mold some day. Unfortunately I will probably never order a new mold from him again. More than anything, I feel bad for him. I'm sure he is working more hours now than he ever has, and it is clear that it is taking a toll on him. Just wish he would get another person or two in there to run the business side and let him cut the molds.