customer service
Quote from Reloader on January 16, 2009, 5:19 pmWhat is happening? Last year I attempted to buy a 9mm case cage and a brass primer flipper try, placed an order, confirmed by email and then..............heard absolutely nothing. I was prompted to post this after I read on this forum a post by another unhappy customer. Twenty years ago, when I started reloading, the customer service was always exemplary but, alas, it seems no more. Yesterday, after experiencing problems with my SDB whilst reloading 9 mm, I wrote an email to the address of gary, whom I noticed had dealt quickly with the complaint of the unhappy customer referred to above. I then called, from Spain, the helpline and explained my problem (cases were getting stuck in the resizing die at stage 1). The person with whom I spoke, apparently, had never encountered a similar problem and the upshot was that he would send me a new # 5 shellplate. Since then I have discovered that the shellplate is indeed the problem. I found a burr on one of the four stations which prevents the case rim entering fully and thus there is nothing to prevent a case at this particular station on the shellplate from being yanked therefrom and getting stuck in the resizing die.
I wrote another email yesterday after speaking with customer service, confirming my conversation (at this time I still had not isolated the problem) and I also mentioned my ignored purchase request. I am surprised that I have still received no answer to this or the earler email.
What is happening? Last year I attempted to buy a 9mm case cage and a brass primer flipper try, placed an order, confirmed by email and then..............heard absolutely nothing. I was prompted to post this after I read on this forum a post by another unhappy customer. Twenty years ago, when I started reloading, the customer service was always exemplary but, alas, it seems no more. Yesterday, after experiencing problems with my SDB whilst reloading 9 mm, I wrote an email to the address of gary, whom I noticed had dealt quickly with the complaint of the unhappy customer referred to above. I then called, from Spain, the helpline and explained my problem (cases were getting stuck in the resizing die at stage 1). The person with whom I spoke, apparently, had never encountered a similar problem and the upshot was that he would send me a new # 5 shellplate. Since then I have discovered that the shellplate is indeed the problem. I found a burr on one of the four stations which prevents the case rim entering fully and thus there is nothing to prevent a case at this particular station on the shellplate from being yanked therefrom and getting stuck in the resizing die.
I wrote another email yesterday after speaking with customer service, confirming my conversation (at this time I still had not isolated the problem) and I also mentioned my ignored purchase request. I am surprised that I have still received no answer to this or the earler email.
Quote from Reloader on January 20, 2009, 4:55 pmKeith,
As per our previous e-mail, we are confident a replacement shellplate will correct your issue. It is on the way. I found the quote for your previous inquiry, we never received a response from you. We initially make a quote for International orders so we can figure the shipping and have you review it first, as shipping can be a high percentage of the order total at times. If you still wish to complete that order, I will honor the prices and shipping quoted at the time. If you nneed it, I can resend the quote to you.
Keith,
As per our previous e-mail, we are confident a replacement shellplate will correct your issue. It is on the way. I found the quote for your previous inquiry, we never received a response from you. We initially make a quote for International orders so we can figure the shipping and have you review it first, as shipping can be a high percentage of the order total at times. If you still wish to complete that order, I will honor the prices and shipping quoted at the time. If you nneed it, I can resend the quote to you.
Quote from Reloader on January 22, 2009, 8:25 amGary,
Thanks for your help and, as I have said in correspondence, I think you are right about the (worn) shellplate.
As regards my previous order, which you quickly located, for some reason I never did receive the "quote" or indeed any other correspondence but guess we'll just have to write that one off as a "one off". Things happen and sometimes something gets overlooked. I was just surprised given, as I indicated, the previous exemplary customer service.
Keith.
Gary,
Thanks for your help and, as I have said in correspondence, I think you are right about the (worn) shellplate.
As regards my previous order, which you quickly located, for some reason I never did receive the "quote" or indeed any other correspondence but guess we'll just have to write that one off as a "one off". Things happen and sometimes something gets overlooked. I was just surprised given, as I indicated, the previous exemplary customer service.
Keith.