RCBS SCALE rant!

I recently sent a 30-yr-old 1010 scale in "for evaluation" to see if it was repairable. I told them that I had caused the damage by knocking it off a shelf onto a concrete floor. I also told them it had earned it's cost 10 times over and was willing to buy another if that's what I needed to do. (I communicated with them via email)

I went on to work for 3 weeks and returned home to find a brand new 1010 waiting on me. No cost. The invoice simply stated that the new scale was handled as a warranty replacement. There have been other much smaller but equally satisfying "transactions" with them in the past.

I have not heard of a single bad customer service experience with RCBS from other people that I know. Some of my friends have broken things, lost parts etc and RCBS has put those parts etc in the mail-no cost whatsoever.

I HAVE read of bad experiences on forums, but I have to wonder if these are just imagined injustices due to impatience or possibly "self-inflicted" problems possibly caused by going off on whoever answered the phone.

I know you need your scale up and running again, but give them a chance and I bet they'll come through. Personally, I'll continue to buy RCBS due to the excellent results I've had with their products/service over the last 30+ yrs.

i must add that i have had GREAT service from RCBS, i just got a new part for my powder thrower today FREE of charge. they sent me 5 (only needed 1) new decappng pins i told them i bought the equipment used and they said it didnt matter,,, free free free got to love a company who stands behind there products like that.... everything new i have bought comes from them now...

Sorry your experience is not going as expected, but like the other two I have had nothing but exceptional customer service from them. I sell car parts for a living and I know what its like to be on hold and to have to put someone on hold for long periods of time. It kinda sucks, but when you are trying to get people the best service you can, it can sometimes take a little time.

"...free free free got to love a company who stands behind there products like that.... "

"Free" nothing. It was all part of the original price, someone paid for it if it was ever needed not.

" "Free" nothing. It was all part of the original price, someone paid for it if it was ever needed not."

yes it is in the "original" price BUT how many other companies do that?

I've had excellent service from RCBS also. I know holding for a long time is difficult but that sometimes happens with any company. The day of week and time you called can also be a factor.

With RCBS you get Quality , your free to buy any thing you want.

Wow, that is surprising. RCBS has taken care of all my issues over the years without even asking how it happened. They have taken care of stuff I've had for 30 some years without even a charge for return shipping.

GS

I know it is frustrating to get hung on the line like that but in all honesty it can happen with any company. It could have been the first day on the job for the person answering the phone or putting your info into the computer.
RCBS has one of, if not the best reputations for customer service in the business. I know they have given me stuff that I tried to pay for before.
For what it is worth try to chill a little and it will all work out in the end.

I never had a proplem with them replacing any part that needed replaced, They sent me a new scale. Mine wouldn't zero..

I bought an auto prime (the big boy that mounts on your bench) at the Lackland AFB BX 15 or 20 years ago or so that was priced @ 50% off because one or two of the pieces were missing (paid ~$36). A few months later I called RCBS & told them I had bought it with pieces missing and wanted to buy them. Very straight forward. The very polite lady took all the information and said I would receive them in "x" days. I said, do you want my credit card info, and she said no - no charge. I said that really isn't necessary and I fully expect to pay, but no dice. I screwed up a primer swager by misunderstanding the instructions (and they were not clear) and called to order another swager rod. After talking with the rep for at least 30 minutes, while he walked me through the whole process, same deal: do you want my credit card info? Nope, no charge... I will always buy from RCBS simply because they have been so nice to me (I also buy from all the other makers - they are all straight-up though Lee has quibbled a little). I can't speak to a negative experience with RCBS, and don't suggest it couldn't happen, but it had to be a once in a million-transaction occurrence...
My two and two-thirds cents...

I have never had to use RCBS' customer service, but Hornady's CS is first rate all the way.

This thread is a joke, right? I've even had RCBS send me a new Rockchucker for free when I wore out my original. They've sent me parts that were missing from a bench primer that I bought on ebay for free, even when I explained that I was probably the 3rd or 4th owner.

My most recent experience with them was I called on a Friday, when they're supposed to be closed, and one of the techs answered the phone. I had mashed the shell holder slot on my Rockchucker ram while swaging bullets and wanted to buy a new ram. He asked me to mic the old ram for the proper size and he'd have a new one sent out on Monday. I also needed the plastic inserts for the APS system, since I'd mashed the one that came with the tool. He not only replaced the one I had mashed, but also included 6 of both sizes for large and small primers.

RCBS has never allowed me to pay for an item, and the techs will talk you through any problems you have. If you have to wait on hold for awhile, it's because they're taking such good care of the people who called in before you, like in "first come, first serve". It's also because their customer service is so good, people aren't afraid to call them and ask a question.

As for not being in "the computer", most people worry about being "in the computer"....... It only takes a minute for them to enter your mailing address, since they're not going to charge you anyway.

Hope this helps.

Fred

This doesn't sound like a SCALE rant at all.

I have nothing but good things to say about RCBS and their customer service. I accidentally stripped out the set screw for the micrometer dial on my RCBS Trimmer. I called them up to order a new one (fully expecting to pay for it since it was my fault) The lady told me she would send me one free of charge. A week later i didn't receive just the screw, but the entire micrometer knob assembly for free! (including shipping)

I think your experience is just a freak thing. Any company dealing with firearms or ammo related merchandise is experiencing insane volumes or orders so customer service might be strained beyond it's normal routine.

I bought 30 year old RCBS Sidewinder tumbler with a cracked drum for cheap at a garage sale. I then sent the drum to RCBS and I recieved a new drum in the mail at no cost whatsoever. A $100 dollar part.

RCBS is top notch.

This has to be a joke, really.

I made a post a little over a moth ago telling everyone how I sent back a 5-0-5 scale "base" because all the other parts were lost when my Granddaughter "helped Grandpa" clean up the bench and threw all the other parts away. They fitted all the parts and even replaces the adjuster screw and balance point and sent it back to me in a new box on their dime. They didn't charge me a penny. About a year ago they sent me some parts for my Rockchucker that were lost in a move including a new handle completely free of charge.

I would believe this about almost any other company but RCBS. If I were the OP I would call them back, I'm sure if they lost his scale they will send him a new one free of charge.

jack44 said:

I was on hold for 1 hour Firday and the guy I was talking to found me in the system and told me they sent the scale out that day

Click to expand...

Did they ask for payment?

I gotta give RCBS a ++1 as well. Last month I purchased a new Rangemaster 750 electronic scale. When I opened it and began calibration I soon discovered it had two 20 gram check weights instead of a 20g and a 30g wt. I called and the lady on the other end said, "Oh no, that won't work will it? What's your address? Ok got it, have a nice day!" I think it was four days later, I received a new set of cal wts. The nice lady didn't even ask for an order number nor any proof I even had the scale, just got my addy and sent me a new set. Now, tell me about customer service!

Unlike most places with a long phone wait time, RCBS keeps you informed of your place in line, which is nice. I call them, get in line, push the speaker button on my phone, and then go back to work. I lose zero time waiting to talk to a RCBS CS rep.

I haven't had to call them that often, and when I did, it was usually because I had done something stupid, not because they built a bad product. I would rather wait on the phone longer to talk to a very knowledgeable CS rep, than have my call answered right away by one of many, less-knowledgeable, script-reading call center employees two continents away.

20/80

An old business saying is that 20% of your customers will take up 80% of your time....

I have a 5-0-5 beam scale
I bent the beam when I moved---used a hammer wrapped in heavy rag to set the beam straight
It is 30 some years old---I polished the stones & It works like new--great scale