Dillon support

Discussion in 'Handloading and Reloading' started by packetloss, Jun 5, 2020.

  1. packetloss

    packetloss Member

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    Just wanted to toss this out there and see what folks think. I've heard really good things about Dillon support and their lifetime no BS warranty and all that so perhaps my expectations were too high.

    I recently picked up a caliber conversion kit from a reseller (i.e. not directly from Dillon) mostly to save on shipping and I needed other stuff as well, but they were also listed as backorder on their site anyway so ordering from them directly wasn't an option.

    Anyway, it turns out one of the plastic adapters was missing so I called them up thinking they would just send me it. Nope. Since I didn't buy it directly from them they said I would have to pay for it (or send it back to where I bought it).

    Now I could see if it was missing an expensive piece that would be a big deal (and I'd send it back anyway because who knows what else happened if something like that was missing. But for one plastic piece, I now have to send it back and probably wait a few months till they are back in stock?

    I've dealt with many manufacturers where if a small part was missing they send it no questions or hassles. Hell I had a small issue with a Pizza oven (bought from a reseller) and they sent me a whole new oven (I didn't even ask).

    Am I expecting too much for Dillon to send me a 5 cent piece of plastic rather than have to send the entire thing back?

    I'm starting to think these mythical stories of folks having bought used presses and sent them in to be looked at and got a practically new press back are complete fabrications. I bought all my stuff new but now starting to worry that their no BS warranty is all BS.
     
  2. rabid wombat

    rabid wombat Member

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    I am a Dillon fanboy....(also RCBS, Lee, and someday Forster and Redding). I have bought a ton from them directly (two 650’s, bells, whistles, and a lot of other stuff). I have always been well served.

    That said, they may keep track of who bought directly (their prerogative, and I support it). Give them time, they build good stuff.

    EDIT: having sold through distribution, Dillon is giving you the right answer. The distributor may give you the part or swap the kit and resolve the difference with Dillon. Your choice, wait or go back to the reseller.
     
    Last edited: Jun 5, 2020
  3. packetloss

    packetloss Member

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    They ultimately support the product. Seems a bit extra to make me have to return it for a cheap plastic piece. I already sent it back, but this left a bad taste in my mouth. Most manufacturers send out missing parts rather than make you return it to the place of purchase. Ultimately it will probably get sent back to them anyway. Obviously no one other than Dillon will have the missing piece. It just doesn't seem like good customer support.
     
  4. Stockwes

    Stockwes Member

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    I have always had good experiences with them. I have never actually purchased directly from them. That said, I have purchased through graf who is a large approved reseller.

    Not sure if that makes a difference but if your having issues, I would be persistent and try again.
     
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  5. rfwobbly

    rfwobbly Member

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    I had previously gotten repair parts for items purchased on Ebay and other places, but that service has recently slowed. It was about the time Mike Dillon died, so there must have been a change in management and a change in CS outlook. They still have the "No BS Policy", but obviously they are not as free with their give-aways as before. There are numerous reasons for this, and I don't blame them one bit. The annual hit to the bottom line must have been horrendous.

    However, they still bend over backwards for their customers. I recently purchased a Cal Conversion Kit for 32ACP and matching dies. They sent me the dies for 32 H&R which won't work on 32ACP. When contacted, they sent me the higher priced 32ACP dies at no extra charge and paid shipping both ways. They volunteered that. I did not ask, or need to "guilt them into it".

    So I think we're seeing a little internal "belt tightening", probably considered long overdue by some.
     
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  6. packetloss

    packetloss Member

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    Was your conversion kit and dies purchased directly through them? I agree, I wouldn't have expected them to send me anything more than what I paid for (I paid full MSRP). Not sure how their distributors work (if they send returned items back to Dillon or they call for the missing part), but I would think they will eventually have to cough up the 1 cent plastic part. If they are starting some belt tightening and have changed management, then it sounds like they are going down the tubes. Happened with the Litespeed bike company. Their titanium bikes were great and came with a lifetime guarantee. Once they sold the company, it was almost impossible to get them to make good on any warranty replacements.
     
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  7. Texas10mm

    Texas10mm member

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    A lot of those parts on eBay come from that no BS policy. That's one reason Dillon is tightening up on some parts.

    I broke a part on a powder measure last year. They wanted the broken part sent to them before they would send out a replacement. I understand why they wanted that.

    On a side note. I've purchased two 223 conversion kits in the past six months. One from Dillon and one from an authorized retailer. Neither one had the correct powder funnel in it. When I contacted Dillon about this I was promptly sent out two of the correct powder funnels. I made sure to note whom I had purchased the one kit from.

    Whom exactly did you buy the conversion kit from? Have you contacted them? Filed a complaint with eBay?
     
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  8. packetloss

    packetloss Member

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    Did they make you pay for shipping them back the broken part?

    Your second experience is what I would have expected. The kit came sealed so I'm pretty sure the error was on Dillon's side and not that someone popped it open and took a part out.

    I'm not going to name the reseller, but it's a real store (and authorized reseller). I already am doing a return with them. I'm not out any money or anything, just an unnecessary hassle and I'm more concerned about what will happen down the road if something breaks on my press. Once they start cracking down on what perhaps they think is abuse, the legitimate customers suffer and their no B.S. becomes a lot of B.S.
     
  9. Texas10mm

    Texas10mm member

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    I had to pay to ship. IMHO it was worth it for a part that rarely breaks and sells for $$.
     
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  10. packetloss

    packetloss Member

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    I started doing some digging and apparently folks have been getting a lot of BS with Dillon's no BS warranty. To me, no BS means if something isn't working, they will fix or replace it and if they want the old part back, they would pay to have it shipped back. Other manufacturers that offer limited warranties will create a ticket, email you a code and you have to take a picture of the part and the code. Making folks spend extra money to ship back a broken part that is going in the garbage is not no BS. That's about as much BS as you can get. I've also founds posts from folks that sent back presses for repairs and were slapped with a $180 bill. This stuff has been going on since 2010 (at least from what I've been able to dig up so far).

    Would I still get a Dillon press? Yes. I did buy mine new and I am happy with my press. Would I buy (or recommend someone buy) a used one at the prices they are selling for? No way in the world. I almost did based on all the positive stories I had read, but just couldn't get past the lack of savings over new. I'm astonished that anyone would pay close to the price of a new press (about $100 less than new) for a used press. IF Dillon's no BS warranty were true and you really can send it in and they fix things under the warranty at no cost, then sure it would be worth it. If it's going to cost over $100 for a repair bill + shipping, I just don't see the logic in buying a used press for barely any savings.

    I think too many folks are still spreading the mythical stories of used presses coming back practically new at no charge just so they can resell their old stuff at close to new cost.

    I can't blame Dillon for all this, it seems to good to be true to offer a legitimate no BS (no jumping through hoops) lifetime warranty, but the community should be more accurate in pointing out that yes you can get things fixed and replaced, but it's far from free and there are reported instances where they will NOT replace parts that they deem worn out. Now I haven't read their warranty, I guess I will, but once you start excluding worn out parts, then you pretty much don't have a no BS warranty. Wear can be caused by a defect in the part or fit just as much as it could be normal wear and tear or abuse. Once you start denying claims stating wear, you just gave up your credibility to use the word no BS.

    Are they better than their competitors? Probably. But you are still much better off buying new and keeping your expectations to a minimum.
     
    Last edited: Jun 6, 2020
  11. PWGUNNY

    PWGUNNY Member

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    I contacted Dillon support through their website about my press not aligned on Station 2 die. They said I might need to realign the press, they said they have an alignment tool for this and I would be receiving one from them in the mail, free of charge. I told them I bought my press through Scheels, this did not matter to them. This was December 2019.
    I bought a caliber conversion kit from Scheels in January and the powder funnel was tarnished and pitted. This was replaced by Scheels.
    I've had my Dillon press for 8 years and I'm still loving them.
     
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  12. Texas10mm

    Texas10mm member

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    AFAIK there has always been a charge to refurbish a press. You pay shipping to them, and I believe the current cost to refurbish a 650 is $85. That includes shipping back.

    Dillon has replaced every part that has worn out on my 650. The part I had to send back is one they see 1-2 breakages a year on.
     
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  13. RodII

    RodII Member

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    My 20 year old 550B, after several tens of thousands of rounds, had developed a lot of slop in the lower link arms, crank area. I called Dillon around the first of January this year and they sent me a return number. I had to pay shipping, I believe it was $40 something, and they said turn around would be about 3 weeks. About 10 days later my press was returned, the complete lower crank assembly was replaced , and the press was cleaned. The invoice showed the replaced parts with a charge of $0.
     
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  14. Nature Boy
    • Contributing Member

    Nature Boy Contributing Member

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    I wish every company’s warranty was as bad as Dillion’s
     
    Last edited: Jun 6, 2020
  15. roc1

    roc1 Member

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    Amen nature boy. My 650 I bought for next to nothing off my cousin who getting out of business was wore out. Dillon rebuilt it with new frame, linkages,priming system,platform . You name it brand new machine except for ram and handle. Even sent me a cover and switch for casefeeder I offered to buy cover. I didn’t ask for new style switch but sent me one anyway. Over three pages of parts bottom line cost $0.00
    I love my 650 and my 550. My wife told me when I bought it it was wore out I said I know but I also know Dillon from past service. I was right
    Thanks
    Roc1
     
  16. packetloss

    packetloss Member

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    Well those are the stories that I had heard. They must happen sometimes, but after doing some digging on brianenos forum i've seen numerous accounts of folks getting slapped with bills for repairs, getting turned down for repairs of worn out parts, etc. My one encounter with their support so far wasn't all that great. The guy was very grumpy from the start and basically told me I can't use their powder check with CFE Pistol. It crunches the powder to the side of the case and pulls it right up. Losing .3-.5 grains per round. Wish I knew that before I bought it..... Then they refused to supply a cheap missing plastic part (I offered to send them the receipt and show it was purchased a less than a week ago). I could have 3d printed up one but it's a matter of principle at this point. These parts are literally pennies. We aren't talking about a spring or something metal which might be expensive. Sent it back where I bought it and will wait till they get a new one with all the parts. Could have been a simple thing to keep the customer happy.
     
  17. Nature Boy
    • Contributing Member

    Nature Boy Contributing Member

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    So you start this thread over a missing “cheap plastic part” In a caliber conversion kit from a “reseller”, not Dillon, and you’re pissing and moaning because Dillon won’t make it right? Let’s be straight, that’s not a warranty issue for Dillion. That’s an issue you should take up with the “reseller”.

    Next, you start researching for other people who have complained about Dillon service and post their anecdotes to support your premise that Dillion’s no BS warranty is BS (even though there’s nothing wrong with your press). I think you’re looking for reasons to be unhappy

    And now you’ve got new complaints about it not metering CFE pistol power and a grumpy Dillon CS rep. Now I think you’re just being a troll
     
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  18. buddyd157

    buddyd157 Member

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    i am not sure what a "re-seller" is, so this concerns me, and here is why...

    in the fall, i plan on buying reloading equipment, most likely the Lee classic turret kit. then the dies as well for 9 MM and .45.

    so if i buy from any online retailer, (too many places i order ammo and parts from to list here), does this mean that my Lee press warranty will ne be covered when i buy from any of those online stores THAT SELL THEM..???
     
  19. Texas10mm

    Texas10mm member

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    A lot of those guys at BE are running 1050 presses. They only have a year warranty. Many of the others have automated a 650. Dillon knows what that does to the press and what breaks because of it. Same as using that bolt on swaging unit. That breaks certain parts, parts that normally never break. Dillon knows this. That's why in some cases they make ya pay.

    You're not using the press as intended.
     
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  20. jmorris

    jmorris Member

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    It would be really cool if they would just send out parts you were shorted from anywhere. I’d call them up and tell them I just bought a press and all that came in the box was the user manual. Then have a new press shipped to my door for free.

    I have been a customer of theirs for over 30 years and I don’t blame them a bit for not sending you parts you were shorted from another vendor. Go take a look on eBay at everyone selling their small parts, that they WILL send to legitimate customers for free.

    Like this but there are hundreds more.

    https://www.ebay.com/itm/Dillon-Primer-Magazine-Flexible-Oriface-Lg-14003-NOS-Red/283831110032?hash=item4215a70990:g:kRUAAOSw3v1Z5L2e

    Every one of the scam artists just make the products we buy cost more and reduces inventory for legitimate customers.

    If it were not for dishonest people in the world you might be a happier customer.

    Do you have a copy of their warranty?

    “Our warranty is simple. If it breaks, we’ll fix it FREE for as long as you own it.”


    Would you expect Ford motor company to send you parts that a dealer omitted from a vehicle they sold you?
     
    Last edited: Jun 7, 2020
  21. packetloss

    packetloss Member

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    I don't think you read my original post, nor my post about CFE pistol because that is not what I said.

    Correct a missing part isn't a warranty issue, but anytime I was ever shorted parts it usually says right in the instruction booklets to call the manufacturer. I've had that done many times. It's not exactly "uncommon" for parts to be wrong or missing in things. Ultimately it is up to the manufacturer to get it right. My kit was sealed so I'm 99.9% certain Dillon was to blame. What is the point of making a customer return an item to a reseller for a 1 cent plastic part. I get if you were missing some expensive parts. But give me a break, there is doing the right thing and then there is being a dick. I spent close to $2000 on their **** and they are going to hassle me over a 1 cent part?

    It's all about attitude. Based on my exchange, I'm not expecting much anymore out of Dillon.
     
  22. packetloss

    packetloss Member

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    First of all there is a HUGE difference in the box missing the entire press or even 1 expensive part, compared to a 1 cent piece of plastic. If I bought it locally, I absolutely would have just brought it back to the store. Considering it took 4 or 5 days to ship to me and I had to ship it back. Yeah I was expecting them to send me the part. What am I doing to do, take them for a few pennies? Not worth my time. The exchange pissed me off enough to create this thread and do some research on others experiences getting or not getting free warranty repairs. It's called good will and you don't get any by treating your customers like they are trying to take you for a few cents.

    That link you posted is a reseller of sorts. Do you honestly think someone is calling them up asking for a few extra plastic parts to sell for a couple of bucks? If you look at their storefront you can see they are selling tons of misc parts.
     
  23. Nature Boy
    • Contributing Member

    Nature Boy Contributing Member

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    Yeah, if you bought it from Dillon, but you didn’t. You bought it from a faceless, nameless entity you refer to as “reseller”.

    Boy you got that right! And all of your angsts over a 1 cent plastic part that you didn’t even buy from Dillon.

    I bet you’re a lot of fun at parties
     
  24. packetloss

    packetloss Member

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    Lee sells the vast majority of their stuff through resellers, so I doubt you would run into any issues.

    In my case, had I bought the item direct from Dillon, they would have sent me out the missing plastic piece. The guy outright said that. Since it was a reseller, they wanted me to send it back.
     
  25. packetloss

    packetloss Member

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    That is not correct. It's a Dillon product, they can choose to only sell them direct, but they don't. I bought the Kit from Dillon, by way of the reseller. It's one of the faceless 3 I listed. Doesn't matter which one specifically, I bet they all would have taken it back without giving me a hard time or I would have just contacted my CC company.

    Btw, perhaps it escaped you but I did mention that Dillon was out of stock and is still out of stock so buying it from them wasn't an option and still isn't.

    Do you think I should be happy with how Dillon handled this?
     
    Last edited: Jun 7, 2020
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