jaymanges
jaymanges
8 posts
Joined January 2013

When the "No BS Warranty" Becomes a bunch of BS.

Been dyed in the wool Dillon blue since I first laid hands on a RL550B some 20 years ago. Over the years, I've added two more Dillon presses to my bench including the XL650 and BFR. Phenomenal machines which have produced 100's of thousands of quality rounds over the years.

As with anything mechanical, things do break from time to time. So far it has always been something small. A spring, a pawl, or some plastic doo-dad that had just plain had enough. Used to be no problem. Just call up Dillon and get the replacement part in the mail within a couple days.

However, these days, there seems to be more BS to their "No-BS Warranty" than I should have to put up with.

Keep in mind, I am in no way an abuser of their warranty or my equipment. I call Dillon maybe once a year for what doesn't amount to more than a couple dollars in small parts. However, these days when I call, I am more than likely to get someone who is having a bad day on the phone, questions me as to how the parts broke, promises me the parts will be mailed, then fails to do so.

Three times I called Dillon for a primer indexing arm and spring for my XL650. The first time, I waited a month, nothing arrived. Called again, waited another month, nothing arrived. Called again about a week and a half ago and still nothing. Meanwhile, my press just sits there waiting for parts.

Sorry to be posting dirty laundry about a company I cared about and referred to others hundreds of times. I don't need anymore BS. I just need my parts. Like I told the guy on the phone the last time, I'll pay for the darn parts. I don't care. I just don't want anymore BS.
dillon
Administrator
dillon
3,222 posts
Joined July 2007

RE: When the "No BS Warranty" Becomes a bunch of BS.

Small parts like these we don't invoice and track. We drop them into a padded envelope and mail them out via First Class mail. It typically takes about a week for delivery. rare instances can take up to two weeks.
If you want expedited delivery, the parts are still under warranty, you just pay the expedited shipping costs.
We ask how parts break so we can inform the R&D dept. If a part breaks frequently, or a specific action repeatedly causes a failure, we want to address the problem.
Please email your name, address, and replacement parts needed and we will send them out again.
jaymanges
jaymanges
8 posts
Joined January 2013

RE: When the "No BS Warranty" Becomes a bunch of BS.

Hasn't been a week or two. Been more like two and a half months. Nevertheless, I will email you the parts I need and see where it goes. Thanks.
hogheadv2@gmail.com
hogheadv2@gmail.c...
1 post
Joined January 2020

RE: When the "No BS Warranty" Becomes a bunch of BS.

Did the part arrive as promised? Asking because I bought one of the last 650s. Hearing about the cautions. Tom
pacman59
pacman59
2 posts
Joined May 2013

RE: When the "No BS Warranty" Becomes a bunch of BS.

Jay, I'm with you on the "No BS" has become some BS. More often than not, I'm getting someone that is either extremely grumpy or is acting condescending towards me when I call tech support. Yesterday I posted about it on an FB group and the post got yanked as I was getting lynched for saying something negative. Sorry, but it happens.

I was telling this person about the issues I've been having and, besides not listening to the issue all the way through, they informed me of a "program" for rebuilding my press. I asked if there was a cost associated with it. Yes, $120, for a machine with a lifetime warranty. I told him just to send me the parts.

Sorry, Blue isn't all that and a bag of chips. It's good, but so is Hornady. Just my .02 worth.
pacman59
pacman59
2 posts
Joined May 2013

RE: When the "No BS Warranty" Becomes a bunch of BS.

Oh, and I forgot to mention, I'm in the market to possibly upgrade. Was thinking about an 1100.....now I'm not so sure about which way to go.... :-(
Bazzer
Bazzer
5 posts
Joined September 2018

RE: When the "No BS Warranty" Becomes a bunch of BS.

I can’t name name names because I didn’t make a note of who I’ve spoken to a couple of times in the last month. The wait times for customer service were extremely long and the persons spoken to were very kurt in their answers to my questions. It’s not what I expected at all. On the last call, when I had primers explode in the tube, I was promptly sent replacement parts but with no explanation in why it occurred. They are obviously overworked. But that’s no reason to be short with their customers.
BadMojo
BadMojo
32 posts
Joined May 2017

RE: When the "No BS Warranty" Becomes a bunch of BS.

I feel your pain... I am on my third call to dillon today 4/27/2020.
Twice was 22 in que and and got to #1 in que only to have them drop my call.
I am waiting in que again for the third time and a total of 3 hours wait time.
It's getting ridiculous.

They shipped a brand new press to me a little over a year ago and had bend and beat the bullet chute to make it work. Had to file out the fail safe bracket to get the shoulder washer to fit... had to file out the chute that the spent primers fall through due to a metal lip in the bottom of the chute that caused spent primers to not go into the spent primer cup.
When I called them about it... they stated they new about the problems but shipped defective parts with the press.
I think Dillon needs to really rethink the QC and how they handle customers calls
robertpo
robertpo
23 posts
Joined March 2018

RE: When the "No BS Warranty" Becomes a bunch of BS.

@jaymanges Thanks for the tip on the spent primer shoot.
I had the same thing happen to me when calling. Things are a little crazy 😝 with Covid-19.
Aidennaughton@gmail.com
Aidennaughton@gma...
1 post
Joined July 2020

RE: When the "No BS Warranty" Becomes a bunch of BS.

I’ve been using Dillon since the late 90’s, and own multiple machines. I’ve owned the others, and given up in frustration. Dillon is by far the best I’ve found. Customer service and warranty are second to none. I wish more companies would take note!
munson
munson
6 posts
Joined November 2011

RE: When the "No BS Warranty" Becomes a bunch of BS.

I just received in the mail today some parts I called to get replaced about 2 weeks ago. Things are obviously slower now, but they non the less still sent the parts. I didn't even think it was a part covered under the warranty. I called to buy a replacement and that's when they told me it was covered under warranty. I have a square deal B that was given to me by a friend. It had been in storage for about 10 years and cats had got in and peed all over it. It was a bucket of rust. I sent it to Dillon along with $40 and got a brand new press back. When I got it back in the mail and saw it was a new press, I called them and told them I didn't even pay for the press, that it was given to me. They replied that it doesn't matter to them, that they have a "No BS warranty". Dillon leads all other progressive machines in quality and customer service, no doubt.

The problem with boards like this is you only tend to hear the negative. He was quick to get on here and complain (rightly so if he was not getting the service that he needed), but didn't take the time to get back on and say what the resolution was.