esam1152
esam1152
1 post
Joined November 2009

CUSTOMER SERVICE

I placed an order for new equipment 1-9-1. I have the confirmation of the order but I have no further contact. When I try to call or either the 800 or the 480 number there is constant busy, over hours of trying to get through. What is going on out there?

Has anyone else had similar experiences?

ES in North Carolina
mlockhart
mlockhart
2 posts
Joined February 2010

RE: CUSTOMER SERVICE

I also ordered some equipment 1/9/13 and I have tried calling both numbers.

I also emailed just now.

Since they have always had awesome customer service, I would guess they are swamped and pulled all hands to help elsewhere in filling orders.

We probably just need to be patient a little while longer.

MEL

dillon
Administrator
dillon
3,222 posts
Joined July 2007

RE: CUSTOMER SERVICE

Our phone lines are totally overwhelmed by the volume of calls we are receiving. Our phone system allows 30 calls on hold, after that new callers get a busy signal. Depending upon what you order, it may be 4-6 weeks before your order ships, especially if anything for 223 or 9mm is on the order. As long as we have your email address, you will be sent an email when your order ships.

We are buried in email as well. Quite honestly, tech support emails get answered first, "where is my order" queries, as we can. It is taking easily 7+ days to respond to an email, due to the volume. Please be patient. Lots of orders are shipping daily.

brucestine
brucestine
1 post
Joined February 2013

RE: CUSTOMER SERVICE

You know, you guys need to get your act together. I know you are busy. Everyone is busy.

 

BUT, I made an order on line three weeks ago and have not even gotten a notification that you GOT the order. I ordered 9mm dies and 650 conversion.  I happened to be in Phoenix about a week and a half ago and stopped in at the store. The two guys working in there were nothing short of rude (and I am pretty hard to offend). Sitting on the shelf as big as life was a set of 9mm dies. When I asked why there were dies sitting on the shelf that people had ordered, namely ME, I was told that mine had to have been shipped already because they fill orders and ship stuff as soon as it comes in. THEN the extra goes on the shelf. Well, here we are a week and a half later and I still have NO shipment, NO dies, and NO notification that my order was even received.

 

Sorry guys. That is not customer service. It's a FUBAR.

tyler.beach@eagletransport.net
tyler.beach@eagle...
2 posts
Joined April 2011

RE: CUSTOMER SERVICE

I placed an order in October 2020 for 10mm brass. The brass wasn't marked as in-stock. Dillon went silent. After a month i emailed and about a month after that i got the response it was backordered. I've heard nothing since. I've emailed two times now trying to get my money back.. I never would have ordered backordered items in the first place. My emails go ignored. Since the middle of Oct they've had my money and i have nothing to show for it other than severe aggravation! if you have any option to buy at from other sources at this point i would recommend that!
tyler.beach@eagletransport.net
tyler.beach@eagle...
2 posts
Joined April 2011

RE: CUSTOMER SERVICE

Sorry my order WAS marked as IN-Stock.
huartson@sbcglobal.net
huartson@sbcgloba...
1 post
Joined November 2020

RE: CUSTOMER SERVICE

I placed an order for .380 ACP dies 11/27/2020. At that time the backorder time was 12-14 weeks. I am now at week 22 and no dies and no communication. I have sent an email that was ignored. The backorder time now shows 28 weeks for pistol dies. To me, they can just keep changing the backorder time forever and never ship anything. They sure don't mess around when it comes to taking our money though, zero delays there. I'm just not seeing the "Fantastic Customer Service" that people keep talking about. Almost wish I would have used my money on a green or red reloading system.
divejj
divejj
154 posts
Joined December 2012

RE: CUSTOMER SERVICE

Huartson,
I have a set and I sent you a private message to your global email.
JJ
wybobhom@gmail.com
wybobhom@gmail.co...
3 posts
Joined April 2020

RE: CUSTOMER SERVICE

Things clearly changed in the Dillon shop since when I brought my first Dillon machine, a RL450, back in the 1980s.

I have since purchased 4 more machines and currently have three mounted on my bench. I have purchased and used Dillon products for nearly 40 years to support my hobby of recreational shooting.

During this time span, I seldom had the need to use customer support for warranty service. When I did, the responds was prompt and effective. The "No BS policy" was truly no BS. I had worn or broken parts replaced at no cost and quickly. This was mostly back when we had no internet and was done by mail or phone calls.

What changed?

This: Earlier this year (2021) I noticed my latest batch of 223 brass had what appears to be off centered flash holes and the "feel" was just not right when running the machine. I checked the die and noticed the decapping pin was slightly bent and the tip had peened distortion.

I used the warranty link to ask for a new pin. They acknowledged with an email informing me it is being looked at. After about 3 months, I was informed the pin is not a warranty part and I need to buy it.

So...my concern is this:

1. what happened to the "No BS policy" warranty service
2. why did it took 3 months to inform the customer

Other then venting to this group, I truly hope someone in a leadership position is monitoring and is willing to do things to get it back to how the founder Pete Dillon had wanted his shop to be run.