Hornaday Customer Service!!

Discussion in 'Handloading and Reloading' started by 74man, Jun 17, 2022.

  1. 74man

    74man Member

    Joined:
    Sep 1, 2021
    Messages:
    200
    Location:
    Nor. Cal.
    About six months ago I ordered a kit of 6 Hornaday Sur-Loc die rings and put them away after getting them without opening them. Yesterday I got them out to put one on my RCBS Bullet Puller and I noticed that three of the rings didn't have a tightening screw. I sent Hornaday an email about them this morning and told them what I found. Their Customer Service is sending me some new screws and an 3/32 Allen wrench. I just wanted them to know that at least one of the ring kits passed quality control with half of the rings missing the screw. I could have went to my local hardware store and bought some screws but their Customer Service shines. I know that RCBS has a great CS and now I know that Hornaday also has a great CS. Just thought I would let other reloaders know about Hornaday's CS.
     
  2. Mark_Mark
    • Contributing Member

    Mark_Mark Contributing Member

    Joined:
    Jan 9, 2021
    Messages:
    8,599
    they all have great customer service…. except the Red Head! lol
     
  3. derek45

    derek45 Member

    Joined:
    Jun 21, 2007
    Messages:
    427
    I called Hornady last year about a bent de-capper on my 6.5Grendel die.

    The lady I spoke with was really crabby, was able get a replacement, but I'm pretty sure it was this lady . . . .

     
    dh1633pm, tightgroup tiger and AJC1 like this.
  4. lightman

    lightman Member

    Joined:
    Feb 7, 2011
    Messages:
    3,363
    Location:
    Sherwood AR
    Its always good to hear about another "stand-up" company in the firearms industry!
     
  5. Skgreen

    Skgreen Member

    Joined:
    Apr 25, 2018
    Messages:
    1,319
    Location:
    Houston
    Sounds familiar. I've found that talking to Tech Service instead of Customer Service is my best bet.
     
  6. BC17A

    BC17A Member

    Joined:
    Oct 5, 2018
    Messages:
    362
    Yep, it's all about which employee you talk to. I only called Hornady twice and am batting 500 with them. First time was to get some shims for my AP powder measure and had them in three days. Next time was to get a new o-ring for the small shell holder in a new bullet puller kit. The o-ring was split and wouldn't keep the 3-piece holder tight on the cartridge so it always fell inside the puller before the cap would get tight. The grumpy woman I spoke to told me the o-rings were supposed to be split and only got grumpier when I asked her to explain why the other two weren't split, and that regardless of her explanation I'd like a replacement. She never would agree to send a replacement so I just picked one up at a hardware store. When my 9mm sizing die's insert started pulling from the die body I didn't bother calling them and just replaced it with an RCBS die which is a much better die.
     
    stillquietvoice and Skgreen like this.
  7. Skgreen

    Skgreen Member

    Joined:
    Apr 25, 2018
    Messages:
    1,319
    Location:
    Houston
    Tech Service has always been good to work with. :thumbup: I typically wait and call Hornady after I have more than (1) item I need/want.

    Last time, I was 'overhauling' my LNL AP, had 4-5 different part numbers I needed, and somehow ended up speaking with Customer Service.

    Everything was ok for the first couple items, then she got her knickers in a twist. I "want more spring-washers than the press was originally sent with, I was asking for 10 shims for LNL bushings, and all these other items,,,,,, It was then implied that I could be "repairing other peoples presses and expecting Hornady to provide free parts." (WTH!?!)

    As calmly as I could, I assured her that spring washers and bushings couldn't be THAT expensive, and I'd be happy to pay for whatever she wanted me to pay for. :D

    I still haven't quite figured out how we went from "I need 10 shims" to 'you're fixing other peoples presses!' in 2.6 seconds, but,,,,, I'll be sure to ask for TECH Service next time! :)
     
    Last edited: Jun 19, 2022
  8. Mike44

    Mike44 Member

    Joined:
    Mar 14, 2014
    Messages:
    125
    A week or two ago I called Hornady tech support because one of the indexing balls in my #45 shell plate would not stay in place. Hornady paid shipping both ways and I had the shell plate back in a little over a week. Hard to beat that for good service.
     
    Skgreen likes this.
  9. Reeferman

    Reeferman Member

    Joined:
    Jan 9, 2013
    Messages:
    1,184
    Always talk to tech service.
     
    Skgreen likes this.
  10. Dogleg7

    Dogleg7 Member

    Joined:
    Jun 13, 2022
    Messages:
    36
    Location:
    Eastern North Carolina
    The company needs to be told about their employees being rude to customers. It would not take many bad contacts to drive paying customers to other brands of equipment.
     
    Poper and Mark_Mark like this.
  11. Mark_Mark
    • Contributing Member

    Mark_Mark Contributing Member

    Joined:
    Jan 9, 2021
    Messages:
    8,599
    I bought from a un-named company, mags, I ask for a refund because the mag was not functional. They wanted me to do a 10% restock, pay for shipping, and lost shipping from the order. So I nicely called and asked about the refund issue… CS guy was not happy. quote, “I’m not even going to argue with you, here’s a shipping label” phone clicked.

    they had free shipping last weekend for $100 orders. I was like, naw! I won’t be buying from them. PM if you want to know the company
     
  12. Dogleg7

    Dogleg7 Member

    Joined:
    Jun 13, 2022
    Messages:
    36
    Location:
    Eastern North Carolina
    Not buying from the company you speak of is good, but you should let them know that you are no longer dealing with them for a reason. If they don't know they have a problem, they can't fix the problem.
     
  13. Dogleg7

    Dogleg7 Member

    Joined:
    Jun 13, 2022
    Messages:
    36
    Location:
    Eastern North Carolina
    I had a problem with a pair of my personal 10 x 50 binoculars many years ago. They were "B" with the "Forever Warranty". Sent them to their repair center. They contacted me and said the binoculars were out of focus and it would cost $29.95 to be repaired. Asked about the "Forever Warranty" and was told that didn't apply to binoculars. Paid the fee and got my binoculars back, still using them. What they didn't know was that I owned a sporting goods store (had an FFL for 35 years). I never sold another set of "B" binoculars to any customers. When someone asked about which binoculars to buy, I always told them anything but "B" because they would not honor their warranty for me.
     
  14. 74man

    74man Member

    Joined:
    Sep 1, 2021
    Messages:
    200
    Location:
    Nor. Cal.
    I have one of the Hornaday kinetic bullet pullers and the "O" ring that holds all the jaws together was broke and the lady at Hornaday's CS told me that they were made that way, I didn't know better so I took her word for it. I was at a friends house who has the exact same one and his O ring did not have a break in it. I measured his and went to the local hardware store and bought one which is still working today, about 5 years ago. I notified Hornaday about the service I got but didn't hear back, so I don't know what happened. So now I am 500 with their customer service!! The new "O" ring was 21 cents.
     
  15. SingleActionAndrew

    SingleActionAndrew Member

    Joined:
    May 28, 2021
    Messages:
    110
    Ya know, the Redding dies come with an Allen wrench included right from the factory ;) . Though the 10+ Allen wrenches I have from them are probably the most expensive (certainly by weight) in the toolbox. And I don't use their rings anyway!
     
  16. JmacD

    JmacD Member

    Joined:
    Sep 9, 2021
    Messages:
    389
    Location:
    Nebraska
    They have great tech service!!! Of course, I’m biased as a NE boy. And I know several of the people from there, and so if there is an issue you can redirect the conversation in friendly Midwestern fashion and drop a couple names… that always seems to work. Haha. Most of the tech desk are fellow gun lovers etc, and man… you can get a good conversation going….
     
    Reeferman and Skgreen like this.
  17. markr6754

    markr6754 Member

    Joined:
    Jul 12, 2018
    Messages:
    738
    Location:
    Centerville, OH
    A few months ago I put in a warranty claim on Hornady's. Reported that one of the C Clips holding my press arms in place flew off in use and I couldn't find it. They sent a "we got your request" email right away. It took 10 days, but my next contact was a "Warranty Order Confirmation" email, followed a day later by Hornady Warranty Order Shipped. They shipped 4 new E clips. Naturally, I took the press apart, cleaned an lubed everything, and put it all back together. Not as much to go wrong with a single stage press.
     
    ballman6711 likes this.
  1. This site uses cookies to help personalise content, tailor your experience and to keep you logged in if you register.
    By continuing to use this site, you are consenting to our use of cookies.
    Dismiss Notice