Customer Service
Quote from Reloader on May 16, 2013, 7:40 pmI have been a Dillon customer for over 30 years. I bought one of the first Dillon machines long ago when Mike Dillon was building them out of his garage.
He has always made customer service his number one priority.
Of late I wonder if that is still the case or has Dillon grown to big.
On 5/16 I called customer service. I was on hold for over 35 minutes and hung up because I used up most of my minutes on my cell phone.
I called from a "land line" when I got home and was on hold for another 46 minutes.
In all my years ( yes I am an old guy and old school ) under even the worst customer service I was never put on hold for that length of time... Dillon now has that infamous record. I am sure I may not be the only one who feels this way.
Your business model needs updating. How about a message that says your wait time is xx amount of minutes or leave a message and someone will call you.
I am well aware these are "unusual times" but come on guys. I know you can do better.
I have been a Dillon customer for over 30 years. I bought one of the first Dillon machines long ago when Mike Dillon was building them out of his garage.
He has always made customer service his number one priority.
Of late I wonder if that is still the case or has Dillon grown to big.
On 5/16 I called customer service. I was on hold for over 35 minutes and hung up because I used up most of my minutes on my cell phone.
I called from a "land line" when I got home and was on hold for another 46 minutes.
In all my years ( yes I am an old guy and old school ) under even the worst customer service I was never put on hold for that length of time... Dillon now has that infamous record. I am sure I may not be the only one who feels this way.
Your business model needs updating. How about a message that says your wait time is xx amount of minutes or leave a message and someone will call you.
I am well aware these are "unusual times" but come on guys. I know you can do better.
Quote from Reloader on May 16, 2013, 8:49 pmWe ordered a new phone system last November. The hardware is being installed this week ( gives you an idea of how "really big" companies work)
Our 800 system will be ported over in 60 or so days, according to AT&T.
No one in the industry anticipated the results of the horrible tragedy of the Connecticut shooting. With the vast empiness that ammunition shelves represent, folks who never before had any interest in reloading are realizing that this is the best way to supply their needs in uncertain times. Previously, a long wait time on the phones was 2 minutes; now 20 is a short wait. For our CSRs, training takes about 6 months before they are ready to answer a phone unassisted. We have people in training, and have brought in temporary help to free CSRs from other work so they can answer the phones. We appreciate your patience.
We ordered a new phone system last November. The hardware is being installed this week ( gives you an idea of how "really big" companies work)
Our 800 system will be ported over in 60 or so days, according to AT&T.
No one in the industry anticipated the results of the horrible tragedy of the Connecticut shooting. With the vast empiness that ammunition shelves represent, folks who never before had any interest in reloading are realizing that this is the best way to supply their needs in uncertain times. Previously, a long wait time on the phones was 2 minutes; now 20 is a short wait. For our CSRs, training takes about 6 months before they are ready to answer a phone unassisted. We have people in training, and have brought in temporary help to free CSRs from other work so they can answer the phones. We appreciate your patience.
Quote from Reloader on May 16, 2013, 9:04 pmHmmm, For someone who is "well aware" of these unusual times and former law enforcement doesn't seem to have much for patience.
Hmmm, For someone who is "well aware" of these unusual times and former law enforcement doesn't seem to have much for patience.
Quote from Reloader on May 22, 2013, 6:41 pmHowdy all,
I too called and was on an extended delay but know what? I got great service from Peter when he did get to the phone. Your suggestions are good but they can't always say how long the wait will be. I'm sure Peter wanted to get to other calls but he treated me like an old friend. I'm nursing along a 550 i bought in 1980 or so. He is sending primer parts at no charge even though i ordered replacements.That is all part of the great service. I'm sure with the run on guns, ammo and now a whole new class of reloaders entering the picture they get questions that most of us solved years ago through trial and error or with the help of mentors.
I for one am now reconsidering my thoughts on buying the 660. I really don't need it as the 550 is and has been a workhorse. I'd buy it just to show my support. DILLON has and will continue to get atta boys from me. Well done
Howdy all,
I too called and was on an extended delay but know what? I got great service from Peter when he did get to the phone. Your suggestions are good but they can't always say how long the wait will be. I'm sure Peter wanted to get to other calls but he treated me like an old friend. I'm nursing along a 550 i bought in 1980 or so. He is sending primer parts at no charge even though i ordered replacements.
That is all part of the great service. I'm sure with the run on guns, ammo and now a whole new class of reloaders entering the picture they get questions that most of us solved years ago through trial and error or with the help of mentors.
I for one am now reconsidering my thoughts on buying the 660. I really don't need it as the 550 is and has been a workhorse. I'd buy it just to show my support. DILLON has and will continue to get atta boys from me. Well done
Quote from Reloader on May 22, 2013, 7:46 pmI too talked to Dillon today concerning some of my orders. My rep was very professional and explained everything I needed to know in detail. He even checked on the status of all of my orders even though I did not ask. I am new to reloading and a friend of mine got me onto Dillon. I have been very happy with them and under these strange times where our 2nd Amendment rights are being infringed upon, especially here in California, I truly believe they are doing the best they can. My rep also said that they have more shifts working so you know they are busy. Cut them some slack and hopefully the issues we are having will blow over soon. Dillon will continue to get my business.
I too talked to Dillon today concerning some of my orders. My rep was very professional and explained everything I needed to know in detail. He even checked on the status of all of my orders even though I did not ask. I am new to reloading and a friend of mine got me onto Dillon. I have been very happy with them and under these strange times where our 2nd Amendment rights are being infringed upon, especially here in California, I truly believe they are doing the best they can. My rep also said that they have more shifts working so you know they are busy. Cut them some slack and hopefully the issues we are having will blow over soon. Dillon will continue to get my business.
Quote from Reloader on May 24, 2013, 2:10 amI too have had great service with Dillon until a lately. I placed an order on 5/3 and it still has not shipped and no email telling me of any delays. My account says order is finalized but gives nothing else on status. I have called now for over two weeks and each time I was on hold for over 80 minutes and hung up as I had other places and things I needed to get done. Even tried mornings, afternoons and evenings with the same results. I still have not been able to get anyone and its now 5/23.
I know that Dillon can do much better. Even an email that your order is delayed, or something... Not just dead air. If this keeps up much longer, I'm afraid they may lose me as a customer. Not to mention all the others who they must have lost that is not a forgiving as me and others here.
Every longtime customer I spoke with has said Dillon has the best customer service over all the others. That record is changing fast. I know that you can do better, I have seen and experienced it before.
I just want to know the status of my order and when to expect it to ship..
I too have had great service with Dillon until a lately. I placed an order on 5/3 and it still has not shipped and no email telling me of any delays. My account says order is finalized but gives nothing else on status. I have called now for over two weeks and each time I was on hold for over 80 minutes and hung up as I had other places and things I needed to get done. Even tried mornings, afternoons and evenings with the same results. I still have not been able to get anyone and its now 5/23.
I know that Dillon can do much better. Even an email that your order is delayed, or something... Not just dead air. If this keeps up much longer, I'm afraid they may lose me as a customer. Not to mention all the others who they must have lost that is not a forgiving as me and others here.
Every longtime customer I spoke with has said Dillon has the best customer service over all the others. That record is changing fast. I know that you can do better, I have seen and experienced it before.
I just want to know the status of my order and when to expect it to ship..
Quote from Reloader on May 25, 2013, 1:47 amto add on to what Dillon posted. this too will pass the crunch that they are experiencing right now won't last forever. its a boom for the whole industry right now but that will eventually lead to an expected crash. the ammo hoarders will realize they have enough, the resellers won't be able to rip people off anymore because the demand will drop. and the people who make reloading equipment might experience a lag in sales due to those that would have bought presses in a slow steady stream have them already. parts will be in demand but with a no bs. warranty they will probably feel the squeeze worse because they won't charge you if something breaks. I agree systems need to be upgraded into one unit to track things better but to expand everything doesn't make sense. in three years "the dear leader" will be out of office and they will just have to shrink back down to what they are now maybe less. in business you can't just look at what's happening right now you have to plan for the future and adjust accordingly. I looked at other companies before deciding on a Dillon even ordered one from another company before canceling it due to the awful service and even longer wait for an inferior product. they are handling it right not the service they are famous for right now (still better than a lot of places) but not bankrupt in 5 years for over expanding.
to add on to what Dillon posted. this too will pass the crunch that they are experiencing right now won't last forever. its a boom for the whole industry right now but that will eventually lead to an expected crash. the ammo hoarders will realize they have enough, the resellers won't be able to rip people off anymore because the demand will drop. and the people who make reloading equipment might experience a lag in sales due to those that would have bought presses in a slow steady stream have them already. parts will be in demand but with a no bs. warranty they will probably feel the squeeze worse because they won't charge you if something breaks. I agree systems need to be upgraded into one unit to track things better but to expand everything doesn't make sense. in three years "the dear leader" will be out of office and they will just have to shrink back down to what they are now maybe less. in business you can't just look at what's happening right now you have to plan for the future and adjust accordingly. I looked at other companies before deciding on a Dillon even ordered one from another company before canceling it due to the awful service and even longer wait for an inferior product. they are handling it right not the service they are famous for right now (still better than a lot of places) but not bankrupt in 5 years for over expanding.
Quote from Reloader on May 31, 2013, 3:14 pmI've been using a Dillon for a decade or so. While I like their product, not answering the phone and the several week lag in responding to emails is simply unsat. I sent weekly emails that went unanswered until yesterday. I'm seeing calls for patience and snide comments on this board to those who've lost patience.
My biggest complaint is lack of information. Even with their response, I don't know if or when they are going to ship the missing parts to my machine. Clear concise information in a timely manner would go a long way. I really don't mind the wait. What I do mind is not knowing for weeks if Dillon is aware of this deficiency. Yesterday I learned that they know. Maybe in a few weeks they'll tell me what they intend to do and when they intend to do it. So much for the no BS guarantee. If Dillon is this busy then they are making money. Hire someone to answer your phone. You get what you tolerate.
I've been using a Dillon for a decade or so. While I like their product, not answering the phone and the several week lag in responding to emails is simply unsat. I sent weekly emails that went unanswered until yesterday. I'm seeing calls for patience and snide comments on this board to those who've lost patience.
My biggest complaint is lack of information. Even with their response, I don't know if or when they are going to ship the missing parts to my machine. Clear concise information in a timely manner would go a long way. I really don't mind the wait. What I do mind is not knowing for weeks if Dillon is aware of this deficiency. Yesterday I learned that they know. Maybe in a few weeks they'll tell me what they intend to do and when they intend to do it. So much for the no BS guarantee. If Dillon is this busy then they are making money. Hire someone to answer your phone. You get what you tolerate.
Quote from Reloader on June 5, 2013, 7:08 pmI think with the money coming in as it is that Dillon would be way ahead to hire more people to answer the phones. I know that it will cause problems later having to lay people off but for now I think that the extra people to take care of customer service will help their name and us.
I think with the money coming in as it is that Dillon would be way ahead to hire more people to answer the phones. I know that it will cause problems later having to lay people off but for now I think that the extra people to take care of customer service will help their name and us.