disapointed in Customer Service
Quote from Reloader on March 25, 2013, 8:35 pmLook we all understand the problem. Everyone wants a press and most are willing to wait for a Dillon, but I'll tell you I've sent three emails in the last six weeks trying to get the proper info to order a press so I can get everything I need at one time and on one order. I haven't received one reply yet. That's poor by any standard, especially when they say you'll get a reply oin 24-48 hrs.
Bob
Look we all understand the problem. Everyone wants a press and most are willing to wait for a Dillon, but I'll tell you I've sent three emails in the last six weeks trying to get the proper info to order a press so I can get everything I need at one time and on one order. I haven't received one reply yet. That's poor by any standard, especially when they say you'll get a reply oin 24-48 hrs.
Bob
Quote from Reloader on March 26, 2013, 3:04 pmOK Bob, here's how email works: Almost any time you submit an email to a business through a website you get an AUTOMATED RESPONSE with a typical response time. The automated response is obviously and understandably out of date - if you read through the forums you'd find that they're so buried in emails that they're about a week or two behind. Email is probably not the best way to accomplish what you're trying to do. Their call queue holds 30 people (again, you'd know that by reading through the forum) and you can imagine how long it takes them to handle each customer... If you get past the busy signal and get in the queue, expect to hold for a while - my hold times during 3 calls over the past 4 months has been anywhere from 45 min to an hour and 15 min.Those who lack the patience and understanding necessary to obtain a Dillon in this unusual environment of unprecedented demand will pout and complain, and most likely be kicking themselves down the line for acting like that when they realize they bought an inferior product.
There are a bunch of people in this forum and others who have been dealing with Dillon for DECADES, who have a wealth of knowledge, and who are polite enough to help you get the info you need if you'd just ask...
Those who lack the patience and understanding necessary to obtain a Dillon in this unusual environment of unprecedented demand will pout and complain, and most likely be kicking themselves down the line for acting like that when they realize they bought an inferior product.
There are a bunch of people in this forum and others who have been dealing with Dillon for DECADES, who have a wealth of knowledge, and who are polite enough to help you get the info you need if you'd just ask...
Quote from Reloader on March 26, 2013, 6:00 pmHey , a couple of things airlar73, I never even received an automated response. I do know how e-mail works since I'm self employed and have been for the last 20 years and have communicated hundreds of times with vendors and others in my field.
Your response is a little condescending . I'm not so foolish that I don't take advantage of sage advice. I was responding to someone else who seemed to be having a similar problem.
I've not disparaged Dillon's equipment in any way, but any company or product that doesn't fulfill it's own mission statement needs to sometimes be reminded of that fact and except some constructive criticism when it's do.
If you have a problem with that,t so be it, but don't attack the messenger!
Hey , a couple of things airlar73, I never even received an automated response. I do know how e-mail works since I'm self employed and have been for the last 20 years and have communicated hundreds of times with vendors and others in my field.
Your response is a little condescending . I'm not so foolish that I don't take advantage of sage advice. I was responding to someone else who seemed to be having a similar problem.
I've not disparaged Dillon's equipment in any way, but any company or product that doesn't fulfill it's own mission statement needs to sometimes be reminded of that fact and except some constructive criticism when it's do.
If you have a problem with that,t so be it, but don't attack the messenger!
Quote from Reloader on March 26, 2013, 8:33 pmBob, I'm not trying to attack anyone, nor did I mean to be condescending. I'm just staunchly defending a company that has been very good to me in the past. The current state of affairs in the firearms industry SHOULD give one pause to consider negative feedback before posting, but it seems that for too many customers it does not.
If we were in a status quo environment and Dillon was "failing to fulfill its mission statement", as you say they are, I would have to agree with you. I can't, however, for the life of me figure out why people lack the patience and/or understanding to realize that extenuating circumstances sometimes prohibit that. I've experienced Dillon's "no BS warranty" and an incredible level of service from them for DECADES. All the noobs who just decided to hop on the reloading bandwagon when the ammo supply dried up are creating a bottleneck with massive amounts of calls, emails, etc...
You're better off calling - the queue holds 30 callers, so wait (for me at least) was anywhere between 45 min to an hour and 15 min. That eliminates a few days of wait, as emails take longer to process and enter while phone orders are entered live. I've waited longer than that to renew a drivers license, to pay a parking ticket, to ride a roller coaster, etc... it ain't that bad of a wait to get the best. Good luck.
Bob, I'm not trying to attack anyone, nor did I mean to be condescending. I'm just staunchly defending a company that has been very good to me in the past. The current state of affairs in the firearms industry SHOULD give one pause to consider negative feedback before posting, but it seems that for too many customers it does not.
If we were in a status quo environment and Dillon was "failing to fulfill its mission statement", as you say they are, I would have to agree with you. I can't, however, for the life of me figure out why people lack the patience and/or understanding to realize that extenuating circumstances sometimes prohibit that. I've experienced Dillon's "no BS warranty" and an incredible level of service from them for DECADES. All the noobs who just decided to hop on the reloading bandwagon when the ammo supply dried up are creating a bottleneck with massive amounts of calls, emails, etc...
You're better off calling - the queue holds 30 callers, so wait (for me at least) was anywhere between 45 min to an hour and 15 min. That eliminates a few days of wait, as emails take longer to process and enter while phone orders are entered live. I've waited longer than that to renew a drivers license, to pay a parking ticket, to ride a roller coaster, etc... it ain't that bad of a wait to get the best. Good luck.
Quote from Reloader on March 27, 2013, 1:03 pm><xml> <w:WordDocument> <w:View>Normal</w:View> <w:Zoom>0</w:Zoom> <w:Compatibility> <w:BreakWrappedTables/> <w:SnapToGridInCell/> <w:WrapTextWithPunct/> <w:UseAsianBreakRules/> </w:Compatibility> <w:BrowserLevel>MicrosoftInternetExplorer4</w:BrowserLevel> </w:WordDocument> </xml><!
I’ve never been on hold for more than 20 minutes, ever during this panic buying period. Here are some hints.
If you don’t have a Gmail Email account get one.
Install the Google Voice Plug-in. You can make FREE phone calls with this plug-in.
Connect a cheapo mic to your mic input on your PC sound card. Maybe your notebook has a built-in mic?
Forget about the 800 number. Call the 480 number.
Call right when they open the customer service lines.
Once your in the call pool, read your email, read the news, surf the net, and sit tight, while waiting your turn.
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I’ve never been on hold for more than 20 minutes, ever during this panic buying period. Here are some hints.
If you don’t have a Gmail Email account get one.
Install the Google Voice Plug-in. You can make FREE phone calls with this plug-in.
Connect a cheapo mic to your mic input on your PC sound card. Maybe your notebook has a built-in mic?
Forget about the 800 number. Call the 480 number.
Call right when they open the customer service lines.
Once your in the call pool, read your email, read the news, surf the net, and sit tight, while waiting your turn.
><object classid="clsid:38481807-CA0E-42D2-BF39-B33AF135CC4D" id=ieooui></object> <style> st1:*{behavior:url(#ieooui) } </style> <!> <style> /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; idow-orphan; font-size:10.0pt; font-family:"Times New Roman";} </style> <!
Quote from Reloader on March 27, 2013, 4:52 pmI myself just spent 30 minutes waiting on a real live person, ending with me hanging up.
Even giving them a little leeway because of volume, management dropped the ball. They could hire any reloading enthusiast to answer non-technical questions, like "I have had an order in since January, when will my back-order ship?"
Even my interns after a week can do simple navigation within my software system to answer simple questions.
I myself just spent 30 minutes waiting on a real live person, ending with me hanging up.
Even giving them a little leeway because of volume, management dropped the ball. They could hire any reloading enthusiast to answer non-technical questions, like "I have had an order in since January, when will my back-order ship?"
Even my interns after a week can do simple navigation within my software system to answer simple questions.
Quote from Reloader on March 27, 2013, 6:39 pmI am understanding of the current political climate, and as such I drove to Phoenix and went to Dillon in person. I was ignored by their showroom staff for 45 minutes. I don't believe their issues are JUST due to the current situation.
I am understanding of the current political climate, and as such I drove to Phoenix and went to Dillon in person. I was ignored by their showroom staff for 45 minutes. I don't believe their issues are JUST due to the current situation.
Quote from Reloader on March 29, 2013, 2:37 pmWell today I recieved my powder set up back and I could not be more pleased....Dillon fixed all the issues.
Thanks Guys!
Well today I recieved my powder set up back and I could not be more pleased....Dillon fixed all the issues.
Thanks Guys!
Quote from Reloader on March 30, 2013, 2:48 amThier lines are all busy because someone that ordered a press yesterday is calling every five minutes and holding for three hours to ask did my order ship yet just like every other company in the industry. I just ordered my xl 650 but I have seen what dillon produces and I know that after I wait (probably longer than I want to) that when it shows up at my door that it wont be a turd that was grunted out quicker than iit should have been because people want what they want when they want it or they throw a tantrum on a forum, but rather a good high quality machine that will last many years beyond its warranty. and honestly folks if you are ordering your first press and wondering where it is it's not like you are going to find any components to use in your new press even if it showed up tomorrow take a look around the sites are all out of stock and the shelves are empty. the more often we form lines in front of stores on truck delivery dates and pay crazy prices for this stuff at gun shows and auctions, the longer people will hoard everything they can get thier hands on and the longer this shortage will last. here ends my rant
Aaron
Thier lines are all busy because someone that ordered a press yesterday is calling every five minutes and holding for three hours to ask did my order ship yet just like every other company in the industry. I just ordered my xl 650 but I have seen what dillon produces and I know that after I wait (probably longer than I want to) that when it shows up at my door that it wont be a turd that was grunted out quicker than iit should have been because people want what they want when they want it or they throw a tantrum on a forum, but rather a good high quality machine that will last many years beyond its warranty. and honestly folks if you are ordering your first press and wondering where it is it's not like you are going to find any components to use in your new press even if it showed up tomorrow take a look around the sites are all out of stock and the shelves are empty. the more often we form lines in front of stores on truck delivery dates and pay crazy prices for this stuff at gun shows and auctions, the longer people will hoard everything they can get thier hands on and the longer this shortage will last. here ends my rant
Aaron
Quote from Reloader on April 24, 2013, 4:48 amI am just putting together an order on here and to me, customer service is a big deal. I need to start reloading and to spend $700 and not get service will not make me happy. If they are busy, as in selling a lot more, then some of those profits should go into more people to answer questions and help customers! I'd rather get a slower production product with help when I need it. I sent them an e-mail, I'll wait to see if they actually want my business.
I am just putting together an order on here and to me, customer service is a big deal. I need to start reloading and to spend $700 and not get service will not make me happy. If they are busy, as in selling a lot more, then some of those profits should go into more people to answer questions and help customers! I'd rather get a slower production product with help when I need it. I sent them an e-mail, I'll wait to see if they actually want my business.