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Lyman Customer Service, or lack of!

Discussion in 'Handloading and Reloading' started by ArchAngelCD, Dec 2, 2012.

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  1. ArchAngelCD

    ArchAngelCD Member

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    Nov 25, 2006
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    I have owned a Lyman #55 powder measure for a long time. I had it put away for a while and when I brought it back out the fine adjustment of the 3 was not working. The pin inside seemed to be jumping over the base of the brass adjuster. I sent Lyamn an email and they said to send it to them because there have been several changes over the years to to be sure they wanted to see it and "the would take care of it"...

    Well, a few weeks later I get a letter from Lyman telling me they repaired my measure and I should send them $50 so they can send it back to me!!!!!

    I called them and asked why they are charging me for repairs when they powder measure has a life time warrant? The girl on the phone tells me it's a limited lifetime warrant and that parts not covered! I then asked her why they repaired the measure without my OK. She said it wasn't fixed, the letter was looking for the OK. I said no, the letter says it's fixed. She puts me on hold and comes back and tells me it was fixed just to save time when they took it apart they repaired it. When I asked he what if I didn't want to spend the money she tells me WELL, WE CAN TAKE THE NEW PARTS OUT, PUT THE OLD ONES BACK IN AND SEND IT BACK TO YOU! I need my powder measure but for $50 I might have decided to replace it with a new Lyman #55 I found on an online store for only $78. She tells me they cost $102 so $50 is a bargain but I tell he she's wrong, I can buy a new one for only $78.

    I told her talking to me like that was just not right and then told her about RCBS replacing the parts for my scale I lost with no charge. She asks me if the scale was 20 years old like the measure and I told her I wasn't sure but they were both bought within 2 weeks of each other. Her answer was, we are not that company! I told here that was quite evident and that I would never buy another Lyman product as long as I live.

    I also told here I was going to report this to the forums and she said they didn't deserve to be bashed. I told her I agree they shouldn't be bashed and I wasn't going to do that, I was only going to tell the truth on what happened...

    So, like I told here, from now on I will never spend a penny on Lyman products and anything I need will be bought from RCBS.
     
  2. Ken70

    Ken70 Member

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    You can buy from Lee, RCBS, Dillon, and not be jerked around.
     
  3. Otto

    Otto Member

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    1,394
    Location:
    Lone Star State
    I bought a Lyman digital trigger pull gage that wasn't accurate.
    It was past the 1 year warranty but I sent it to them anyway.
    A couple of weeks later they mailed me a brand new gage free of charge.
     
  4. engineermike

    engineermike Member

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    Arkansas
    $50 would be a bargain? That sounds more like a used care salesman... The only thing I have from Lyman is three sets of their pistol dies and a case trimmer. I have only used their customer serve to ask questions about how to use their product (Email only) they have always responded but I too have wondered about the limited life time warranty and have always said if they do not want to replace parts then I will move on to the other brands that do. The Lyman prices are not that much, if any, cheaper than the others so I won't have a problem changing. I am no more satisfied with the Lyman brand than I am with the other brands and I can tell you that the other brands have always been there for me either with free replacement parts of advice on how to fix a problem.
     
  5. loadedround

    loadedround Member

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    I'm surprised the way Lyman treated you. In the 40 some years I've been reloading I've had two occasions to contact them regarding defective parts and both times they replaced the parts N/C.
     
  6. floydster

    floydster Member

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    From my experience with Lyman, I will never buy another product from them.
     
  7. Bush Pilot

    Bush Pilot Member

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    I called Lyman a few months ago and was treated very rudely and got a complete runaround from their people. I will never buy another Lyman product based on my experience.
     
  8. Maj Dad

    Maj Dad Member

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    I have used Lyman's customer service to take care of an issue, and it was not a pleasant experience. They were curt and "take it or leave it" was their framework. I have a 55 that was probably made around '55 and is still going strong, but I care for it & clean it every so often. If it goes belly up, I will consider other measures because I don't want to have to deal with Lyman. Too bad. They used to be a good company, but things have sure changed.
     
  9. ArchAngelCD

    ArchAngelCD Member

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    It looks like I'm not alone. It is a consolation it's not personal but it's a shame it happened at all...
     
  10. 1SOW

    1SOW Member

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    My only experience with Lyman was ordering an old turret press universal deprimer with a press-specific shell holder (extra thick). The "new" deprimer came with badly stripped and missing threads.
    I emailed them with the problem description and they insinuated I had stripped the threads---wrong. They sent "just the threaded rod" which was adequate in this case. The female threads in the die were ok.
    I didn't like the deprimer. It came with six spare depriming tips, which didn't last any time at all for 9mm.
     
  11. mtrmn

    mtrmn Member

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    I've never had to use their customer service, mainly due to never having a problem with their products. I use several of their products all the time, but from what y'all are saying I guess they're falling victim to the overall decline of quality/service plaguing this country.
     
  12. Flatbush Harry

    Flatbush Harry Member

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    Colorado
    When I was upgrading my reloading equipment, I inquired, by e-mail, whether Lyman would be adding accessory base plates to their line similar to those offered by RCBS. I received a three-word response the following day: "No, we won't".

    Needless to say I went with RCBS, from whom I had obtained my initial set-up in 1979. As I noted in another thread, RCBS Customer Service is fantastic, but Lyman, obviously not so much.

    FH
     
  13. ATLDave

    ATLDave Member

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    Did you ask to speak to a supervisor?
     
  14. Rottweiler

    Rottweiler Member

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    Location:
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    I had a very similar experience with them about 10 years ago over a power trimmer that had stripped a couple teeth off one of the gears. I had them send it back to me with the damaged part in it.

    My next phone call was to order a RCBS power trimmer that has yet to have a problem
     
  15. joed

    joed Member

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    Location:
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    When I started reloading over 30 years ago I looked at the companies selling the equipment and only one stood out, RCBS. Over the 30 years there were times when I couldn't get something by RCBS and had to settle for the lesser companies product. And I knew some time down the road I'd have trouble and end up replacing it with RCBS.

    Most of what I've bought from other companies works but doesn't last or is not as easy to use as the RCBS products.

    You can learn from this experience or buy another Lyman product.
     
  16. KansasSasquatch

    KansasSasquatch Member

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    Add Hornady to Ken70's list above. I've had to insist to their CS rep that I was responsible for some damage and that I should pay for a part.

    Sounds like Lyman is trying to take themselves out of the business. I don't have many Lyman products but I don't think I'll be buying any more stuff from them. Hell the 6-in-1 case prep tool I have from the isn't worth it's weight in scrap. The chamfer and deburring bits are starting to get dull after only 3000 .223 cases and about 500 .38 cases. You wouldn't think good quality steel would get dull being used on that small amount of brass.
     
  17. thomis

    thomis Member

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    NC for a spell
    I have one of the ancient Lyman Spart-T turret presses. I needed several parts that went with the primer assembly. I called them up and they acted like I was a moron b/c I was still using that old turret press. Almost as if they were ashamed it was made by them, they didn't want to recognize it as one of theirs. I ended up buying a spring and two brass primer holding rods anyways. It was almost $30 for these ancient parts that I'm sure were over 20 years old, just collecting dust on the shelf.
    I've dealt with RCBS and Dillon CS and they bent over backwards to keep me as a customer. Lyman seemed like they could give two *****s.
     
  18. accrhodes

    accrhodes Member

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    Nov 3, 2008
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    Location:
    Ohio
    I purchased a Lyman trimmer on sale at my local Cabelas. When I got it home I noticed that the pilots were missing from the box. The box did not appear to have ever been opened. I called Lyman and told them the situation and stated that I lived a little over an hour from Cabelas and they said just fax them a copy of the receipt. I did so and received a call from a lady that stated since the trimmer was purchased and it listed that it was on sale she could not replace the pilot bits because there was no way of her knowing if the missing pilots was the reason the item was on sale. I told her this item was not on clearance due to missing pieces it was simply a store sale. She again stated that she had no way of knowing that and I would need to return it to the local store. I told her it was an hour trip and it would cost more to drive back and return it then what I could buy the pilot pack for. She apologized but said I needed to return it to the store. I just decided to break down and pay the $19 for the pilot bit set instead of spending 2 hours driving and $30 in gas. Needless to say I will never NEVER buy another Lyman product.
     
  19. jwrowland77

    jwrowland77 Member

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    I'm glad I only deal with Hornady. I've only had to call once on something I broke, asked how much it was, he asked my address and that was pretty much the whole conversation.

    Two minutes later I got a confirmation email, saying he was sending me he piece I broke, PLUS extras for "just in case". I'm a lifer with Hornady. Thanks for the thread though, I'll be sure to stay away from Lyman.
     
  20. JohnM

    JohnM Member

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    Is this some new thing?
    I've got Lyman equipment that's 50 years old. As well as stuff from about every other maker around.
    Never had a problem with any Lyman stuff, so I've never had to use any of their services.
    Just got a couple new Lyman dies a few months ago.
     
  21. mstreddy

    mstreddy Member

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    SE Fla -- land of sunshine, liquid and otherwise.
    I had replied to another thread on RCBS CS and have a thread on an issue with my Hornady LNL female bushings

    So, similar experience to you all. Excellent CS from RCBS and Hornady.
    RCBS has sent me hand primer rods both large and small. Decap expander spindles for 223, 308 and 38/357 with decapping pins. All for free.
    I wish I had known (or thought to call them) when I needed the primer catch tray for my RockChucker years ago.

    Hornady has charged for some parts and covered others for free on my Projector and LNL AP. I just received 2 replacement female bushings for my press (free).

    Lyman -- not so much -- they will sell me a replacement decapper/expander assembly for my 30/40 Krag dies -- for only $24.95 -- And, I have paid for the decap pins for some of their dies in the past.

    So, waiting on my new set of Lee 30/40 Krag dies that cost less than the Lyman expander. Anyone want to buy a used set of Lyman dies?
     
  22. engineermike

    engineermike Member

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    Location:
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    I finally had to deal with Lyman over a decapping rod on my S&W 40 decapping/resizer die. The pin broke and I contacted them on how to get it replaced and all I got was a like to their site and which decapping rod I would need to order. I just replied no thanks and that I would be ordering dies from their competitors. Anyway, just posting what my experience with Lyman customer service was like for me.
     
  23. TheCracker

    TheCracker Member

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    Location:
    East Texas
    That's pretty amazing. When I bought my lee single stage kit a few years ago they had forgot to put the hand primer shel holders in the box. I lived about 5 hours from cabelas and lee sent me the shell holder set in 3 days. No questions asked, no bs of having to send in a receipt either. They were friendly and even apologized!

    The only Lyman product I have is a powder trickler that I really like but after reading others experiences here that's the last Lyman product I will ever buy.

    BTW, cabelas has excellent CS and probably would have handled this for you. They do allow you to mail in products that you bought in a store. Thy probably would have paid the postage as well.
     
  24. JLDickmon

    JLDickmon Member

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    Location:
    Comstock, MI
    I think there's some stuff I need to order from Lyman before they go out of business...
     
  25. Patocazador

    Patocazador Member

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    I have two Lyman presses and they never needed any service but I had bought a die set for .22-250 and it wouldn't resize the cases to spec. and chambered tightly. When I called, they said it was my Rem 700 chamber that was the problem.
    I bought an RCBS die set instead of fooling with cheap stuff and that company.
     
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