For years I have raved about the Customer Service at Dillon. Could not imagine a company doing any better. Until now. Been trying to get some parts. Since it is parts they have replaced before under warranty, I started with technical support. Waited 1st time over an hour on hold. Never got below 20 in the que. tried sales. Basically the same thing. Tried ordering online and couldn't get order to place. Next day tried sales again. This time recording said wait time app 15 minutes but suggested they call me back and not lose place in line. They called me 3 hours later. Bad connection so got cut off. Nest day finally reached a person. Said their que is at least 50 deep 15 minutes after opening. Took my order. Promised it would ship in 48 hours. 3+weeks ago and still no parts. No way to check on orders. Sent email a week ago. No response yet. Now I'm aware everyone is swamped but if you are that backed up why not get some more people? I've got 4-5 buddies here in SC that have stuff on order and seen nothing in a month. Anyone hear having problems. I'd feel better knowing they did ship and it was lost in shipping. Quickly losing faith in my favorite company
Anyone else having problems with Dillon CS?
- Thread starter Eddietruett
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muddocktor
Member
I haven't had to deal with them lately, myself. Please keep us updated on your progress with receiving your order. I hate to hear that a company I have used and trusted over the years giving poor customer service now.
Scharfschuetzer
Member
I've always been treated well by the CS at Dillon since buying my first press in 1982 or so. I'll bet that reloading this year is hitting an all time hi and producing a massive call on products and customer service.
I understand Dillon is having enormous problems with orders and shortages and such.
Surprisingly, I ordered some stuff off their website on 1/18. Got an e-mail from Dillon that it was shipped on 1/22 via Fed Ex with a tracking number which indicates it will be delivered on 1/27!
Granted, no Dillon customer service or other personal contact was involved – I just created an account on their website and ordered from there. Also, I was looking for .41 Magnum related parts, which is a fairly unpopular caliber. This might explain the quick service.
Does seem like they could get some extra help, but maybe the issue is getting new people who know what they're talking about?
In fairness, everything is messed up right now. We are going through a perfect storm of disasters. I doubt this is simply an issue of poor customer service.
Still, it's certainly frustrating not being able to get your press up and running in the middle of a severe ammunition shortage!!
Surprisingly, I ordered some stuff off their website on 1/18. Got an e-mail from Dillon that it was shipped on 1/22 via Fed Ex with a tracking number which indicates it will be delivered on 1/27!
Granted, no Dillon customer service or other personal contact was involved – I just created an account on their website and ordered from there. Also, I was looking for .41 Magnum related parts, which is a fairly unpopular caliber. This might explain the quick service.
Does seem like they could get some extra help, but maybe the issue is getting new people who know what they're talking about?
In fairness, everything is messed up right now. We are going through a perfect storm of disasters. I doubt this is simply an issue of poor customer service.
Still, it's certainly frustrating not being able to get your press up and running in the middle of a severe ammunition shortage!!
OP
I agree that there is a problem with all of the "shortages" but I can't understand a company not having or getting enough people to handle calls and emails. It is absolutely ridiculous not to return an email for over a week and on top of that if shipping is going to be delayed, the customer should be told the truth not its shipping tomorrow if it is actually not. Of course my credit card was charged the same day.
Geronimo Jim
Member
When you hire new people who is going to take time to train them?
And how long will it take? As far as shipping I know of at least
7 or 8 items taking one month to go from point a to point b on the
east coast. Maybe not all dillon?
And how long will it take? As far as shipping I know of at least
7 or 8 items taking one month to go from point a to point b on the
east coast. Maybe not all dillon?
I highly doubt that Dillon is making a deliberate decision to reduce the quality of customer service.
Lots of different places have been hit hard this last year and if they were one of thousands who closed down for a period of time and then have been short staffed since, there is a very high likelihood that previous orders are massively back logged.
I also doubt they would even consider using temporary staff since you don't just walk in to a place like that and instantly become a knowledgeable tech, sales, or service representative when they have loyal, faithful employees waiting to come back to work. So the people who are there are stuck 'supervising' and not able to get their own jobs done.
I could keep going ...
Lots of different places have been hit hard this last year and if they were one of thousands who closed down for a period of time and then have been short staffed since, there is a very high likelihood that previous orders are massively back logged.
I also doubt they would even consider using temporary staff since you don't just walk in to a place like that and instantly become a knowledgeable tech, sales, or service representative when they have loyal, faithful employees waiting to come back to work. So the people who are there are stuck 'supervising' and not able to get their own jobs done.
I could keep going ...
Keep an eye on the big picture!
I hope the situation improves.
Personally, I hate ordering by phone if I even suspect I'll have to listen to automated messages or horrible muzak (Yecch!). I want a live human to pick up.
But, I digress....
There's a lot of factors at play.
The entire industry is experiencing an unprecedented "feeding frenzy". This is not going to be the nature of the market, long term speaking. Decisions made now are things that will have an impact later when the market cools. There is no winning solution, given the circumstances.
Since Dillon is both a manufacturer and seller the problems are even bigger.
Here's some of the choices for Dillon, and others:
-Invest in tooling, capacity and personnel now, not based on market growth over the long term, but on immediate conditions. This is always a mistake! The result will be loss of capital and eventually lay-offs. Worst case: bankruptcy.
-Outsource customer service and perhaps production (can you say "Made in China"?). This will result in a negative impact on quality.
-Sell out to some horrible conglomerate where Dillon becomes yet another subsidiary holding along with a bunch of other brands.
-Prioritize and streamline sales and services to essential and in-house products. (i.e.: get rid of the "tacticool" nick-nacks, and third market gadgets, and focus strictly on Dillon products and services.)
This hurts their "easy" profit margin areas (much like popcorn at the movies), but is a good "back to basics" approach.
Personally, I think the last choice is the "least bad choice". They obviously need to have a sit-down meeting and deal with the issues. They shouldn't be charging credit cards at least until they're ready to package an order.
Finally, keep in mind that the policies around the China virus
are, at least partially, intended to hurt free market capitalism, and are symptomatic of other long term policies. (Ever wonder what happened to the Mom & Pop LGS?) Is it even possible for Dillon to hire people to answer the phones more efficiently? I mentioned earlier the "feeding frenzy". This is not an accident. This is part of the "chaos" strategy intended to bankrupt certain industries.
One more thought:
Some of us still know how to use a pen and paper. The Dillon Blue Press always has a paper order form. Why not mail it in "old school" style, with a check enclosed? Or, write them a letter to complain about their customer service.
I do this to my elected representatives all the time.
Believe it or not, but it gets results!
I hope the situation improves.
Personally, I hate ordering by phone if I even suspect I'll have to listen to automated messages or horrible muzak (Yecch!). I want a live human to pick up.
But, I digress....
There's a lot of factors at play.
The entire industry is experiencing an unprecedented "feeding frenzy". This is not going to be the nature of the market, long term speaking. Decisions made now are things that will have an impact later when the market cools. There is no winning solution, given the circumstances.
Since Dillon is both a manufacturer and seller the problems are even bigger.
Here's some of the choices for Dillon, and others:
-Invest in tooling, capacity and personnel now, not based on market growth over the long term, but on immediate conditions. This is always a mistake! The result will be loss of capital and eventually lay-offs. Worst case: bankruptcy.
-Outsource customer service and perhaps production (can you say "Made in China"?). This will result in a negative impact on quality.
-Sell out to some horrible conglomerate where Dillon becomes yet another subsidiary holding along with a bunch of other brands.
-Prioritize and streamline sales and services to essential and in-house products. (i.e.: get rid of the "tacticool" nick-nacks, and third market gadgets, and focus strictly on Dillon products and services.)
This hurts their "easy" profit margin areas (much like popcorn at the movies), but is a good "back to basics" approach.
Personally, I think the last choice is the "least bad choice". They obviously need to have a sit-down meeting and deal with the issues. They shouldn't be charging credit cards at least until they're ready to package an order.
Finally, keep in mind that the policies around the China virus
are, at least partially, intended to hurt free market capitalism, and are symptomatic of other long term policies. (Ever wonder what happened to the Mom & Pop LGS?) Is it even possible for Dillon to hire people to answer the phones more efficiently? I mentioned earlier the "feeding frenzy". This is not an accident. This is part of the "chaos" strategy intended to bankrupt certain industries.
One more thought:
Some of us still know how to use a pen and paper. The Dillon Blue Press always has a paper order form. Why not mail it in "old school" style, with a check enclosed? Or, write them a letter to complain about their customer service.
I do this to my elected representatives all the time.
Believe it or not, but it gets results!
cmj8591
Member
Everything is in flux right now. It's easy to say hire more people but the problem is not that simple. Just about every company has the help wanted sign out and there's no one around who wants to work. Add to that the postal and delivery system working on a wing and a prayer and everything moves like mud. I just spent 2 months waiting for $10 worth of chainsaw parts from a place that usually has my order to me within 5 days. They had to wait, I had to wait, we're all waiting right now. Dillon is a top notch company but I'm sure that they're up against it too. Everything I've ever gotten from them has been top quality and whenever I've needed anything they have been more than accommodating. Patience is the order of the day and is going to be for some time.
SLT223
Member
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They have a pop up on their webpage that tells you they are hammered with calls and orders. I take that to mean we should expect delays and in response time and order processing. Parcel delivery service ain't doing to hot either right now. I want a couple conversion kits for me 650, but I plan to save myself the aggravation until thing calm down, or they get caught up. These are unprecedented times for demand of all thing firearms and ammunition.
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