Quote from Reloader on June 21, 2012, 7:11 am

I can completely see where your coming from on this, being new to reloading it can be a bit of a mine field and I can see how you missed the part on the dies, I'm relatively new to it myself and have found the guide to be very good.
I can't comment on the customer service at the moment as I'm still waiting for them to come back with an overall price on my selection (I'm an overseas customer you see).
However, in fairness to Dillon, it is indeed stated on the interactive guide that no dies come with either the RL 550B or the XL 650, the only one that comes with them is the Square Deal 'B', when you first fire up the guide you see the three pictures of the machines, below them is the "Facts and Figures", if you take a look at the "Features" it's stated there in bold, I admit it could be made clearer if your new to it all and not entirely sure about what you need but it is there.
When your actually selecting bits and pieces it's a bit more vague but as you go down there's a section in blue stateing "Additional Equipment Needed To Begin Reloading", the key word there being "needed" that's where the dies are but again, I can quite see how it could be missed.
I still maintain the guide is a great way to select what your after and as for the phone call, well, it's easy to stain a company having had an experience such as yours and it's entirely up to you if you spend your hard earned cash with them again but personally I'd give them one more shot to redeem themselves, they have a great reputation for their customer service (at least over here) from people I've spoken to that have bought machines from them and I wouldn't be buying anything from them if it wasn't for these recommendations.

Quote from Reloader on June 21, 2012, 2:59 pm

Although there is nothing that says dies are not included like the specific item page.

 

There is however a blue header about half way down the interactive buying guide.  It is labeled - ADDITIONAL EQUIPMENT NEEDED TO BEGIN RELOADING.

And the first item under that heading is choices for die sets.

Like you I was new to reloading and used the interactive guide to make my purchase of my 650.  But I chose my die set(s) from that interactive menu.  You must have missed that header.

 

As for possible rude customer service.  I am sure that will be talked about by Dillon management outside of this forum.

Quote from Reloader on June 21, 2012, 4:42 pm

I do apologise for any rudeness shown on behalf of our staff. This will be addressed quite firmly. It is stated on the first page of the interactive guide that dies aren't included, but nothing draws special attention to that line. This is before you select a specific machine guide.  I did change the color of "Dies Included?" on the beginning page of the interactive guide, as well as the responses where the answer is 'no' in order to draw more attention to them. I also added additional verbage to the fact that dies are not included with the RL550B and XL650 loaders under the reloading dies headings in the actual machine-specific guide. As far as I am concerned, anything we can do to the website to make it clearer and easier to understand is a good thing. I appreciate the time you took to relay this to us, as customer feedback is vital to us. Please take a look at the changes i had made, let me know if they clarify things for you.

Quote from Reloader on June 22, 2012, 2:00 am

It is nice to hear someone from Dillon actually DOES care. And kudos to you for making those changes to the website without delay. I'm sure the guys I spoke with the other day were just having an 'off' day when I called. I will accept it and leave it at that 🙂

Anyhow, regarding the Dillon website I clearly misread/misunderstood the section "Additional Items Needed to Begin Reloading" I take full responsibility for that. However, in my defense why would these required items be listed 3/4 of the way down the page just below Options and Accessories? I would think you would want to list the dies in the Options section if they aren't included with the press. I'm pretty certain that when I came across this section, I'm thinking these are just additional items I may need to begin reloading and probably just read the heading incorrectly.

As for the front page of the Interactive Purchasing Guide listing the features of what is included (or not) for each press, that is all well and good but honestly I didn't even know that section was even there until it was mentioned by Shalershasker in his reply to my original post (because it was hidden due to the scrolling frames). But that is really a moot point because if I am going to use the Interactive Purchasing Guide I am going to presume that I will be building a press specifically for my needs with the ability to add accessories and options I need for that press i.e. Dies and other accessories -so even if I would have read that dies weren't included on the home page I would have still thought I would have been able to add them at some point in the ordering process. I guess for me it all boils down to the first selection on the Interactive Purchasing Guide where I assumed I was selecting the dies I needed for the press...that’s all.

Honestly I'm over being angry at these guys I spoke with in customer service, we've all had bad days. I even placed the order for the dies I needed and some other accessories I really don't 🙂 But my whole point to Dillon is this, when a customer is trying to give you a little constructive feedback, don't bite the hand that is really feeding YOU...and for heaven sakes...take your staff out to play some paintball or something, let off a little steam!

Quote from Reloader on July 11, 2012, 6:07 pm

I just ordered a new 650, and I did not know dies were not included either. I have been reloading for almost 10 years now, and have enough experience to know they usually aren't, so I asked. I can understand how you would be confused. I am looking forward to getting my new 650. I have just had my fill of the other progressive presses out there, and can't wait to start using my 650.

Quote from Reloader on August 15, 2012, 11:49 am

Dear Dillon,

Keep doing what you do.  I have never had anyone in my experience ever be rude or arrogant in any way shape or form.  I was new to reloading when I purchased my XL650 a little over a year ago.  I read everything thoroughly and you clearly had outlined what I needed in totality as to what is and what is not needed.  I too had lots of questions and anxiety about getting started and making sure I had everything needed.  I ended up calling and talking to someone at length and he led me through the process.  I have ordered other items and called for varies inquiries and have recieved nothing but the top notch customer service I had read and heard so much about.  I have found your staff to be nothing but courteous,helpful and professional.  I too am in a role where customer service is vital to success and as we all know, not everyone can be pleased. Keep doing what it is you do!! 

Capsix

Quote from Reloader on November 26, 2012, 3:46 pm

Customer Service at Dillon has always been top notch.  I've used their products for over 20 years and broken a few parts to a point that my 650 actually locked up completely!  Dillon sent me the RMA (Return material Authorization) code and I shipped the press to them.  They rebuilt it and resolved the problem.

The powder check die stopped "chirping" and after replacing the battery, it still didn't work.  One call to Customer Service and they are sending out replacement parts, free of charge.

That is what I call "No BS" service. 

Quote from Reloader on April 5, 2019, 3:36 am

Well, my experience with them has been nothing but positive. They have twice now sent me replacement part that I fully expected to repurchase. Just a stand up company.

Quote from Reloader on June 17, 2019, 12:43 pm

I'm thinking that I must have encountered the single rude & lazy Dillon employee. He was pertly fine with letting me wait weeks needlessly for the press to ship. Has zero solutions and simply either wasn't wanting to do anything to help. This was on two separate calls to them. Had the luck of getting him both calls.

I was able to speak to his manager and everything was handled right away with straightforward efficient and was a reassuring encounter.

I've also had the pleasure of speaking to two of their tech service folks and was very impressed with their friendly nature and desire to get things working out for me.

My takeaway is to avoid the lazy guy if I ever get him on future calls and just deal with someone else.

Dillon has a stellar reputation for product quality and customer service. That reputation was built on decades of great customer experiences.

I have confidence that I will be well served with the current gear I bought as well as future gear I'll likely buy. Sure, the press I bought can easily handle all my needs.....but where's the fun in that ? Gotta have more blue stuff. 🙂