Home Forums Hunting & Shooting Hunter's Campfire Dillon seems to have taken a nose dive in customer service

Look at this correspondence between me and Dillon Reloading.
#1.
I need a new primer system for my 550B. I have been fussing with now for near a year and no matter how many times I try to get it working it still refuses to stop sticking and twisting. I have called customer support and followed along with the verbal instructions but to no avail. In fairness I have used my 550B to load many many 5 gallon buckets clear full of 45 ACP, 9MM and 223, and also many thousands of rounds for 14 other calibers in the last 18 years or so, and until about 16 months ago it worked quite well, but now there is so much slop----not just side to side but also with a twisting motion that the slide arms simply stick and no amount of cleaning or lube helps at all. The arms now not only twists on the angle of a clock hand (when viewed from the top,) but also like a rolling log if viewed from the rear. The whole unit is simply worn out.

So, can I get a new primer system?

Please e-mail me back and let me know because at the same time I'd love to purchase a few extra things to be shipped at the same time. I'd love to get the upgraded pin for the spent primer chute.
Also a set of Pyramex Safety glasses and a set of Amber Bomber glasses.
And also, can I buy some of the "pick-up-tips" (or what ever they are called) that go on the ends of the primer pickup tubes? I have 6 large and 6 small size tubes and today of the 12 tubes I have only 3 will pick up and hold the weights of more than about 15 -30 primers. They have become worn out too.
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#2
On 4/19/2024 11:59 AM, Dillon Precision wrote:

Hi S,
I would suggest sending the machine in for a clean and lube service for $85.00.
The service dept. will strip, vat, inspect for broken and worn parts, clean, lube and reassemble.

If you need a box and a pre paid shipping label that will be an additional $50.00

Any upgrades are charged parts.

This can be done online or over the phone.
Thank you.
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#3
On Fri, 19 Apr at 11:29 AM , S.zihn.muzzleloaders

Well the machine is very clean I do a cleaning on it about every month including disassembly and detailed cleaning so I assure you it's not because the machine is dirty. That would be a waist of time and money.
The slot through the lower housing of the priming system is worn and the 'humps" and been smoothed out 4 times in the many years I have owned it. The steel shim under that body is silver worn and a bit rough from use. The primer arms are worn to a point I can see wallows from wear when a machinist rule is placed against them. It's simply worn out!
So please, either replace the whole thing (if your warranty is still valid) or sell me what I need.
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#4
On 4/19/2024 1:06 PM, Dillon Precision wrote:

Hi S,
We will rebuild the machine, you will need to send it in.
Thank you

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#5
On Fri, 19 Apr at 1:25 PM , S.zihn.muzzleloaders
Why are you insisting on me sending in the whole 550B press? The ONLY thing I am having any trouble with is the Priming unit.
Or are you speaking of the priming unit only?

Why would I spend $85 and an additional $50 when all I need is the reciprocating arms for small and large primers and the the lower aluminum housing for the primer system?
Is that what you folks are trying to force on your loyal customers now that Mr Dillon has passed on?
A 100% warranted purchase seems a bit less then 100% if I am required to spend $135 to get any service on it.
What are you trying to do here ---- and why?
If I need to spend that much money to get your "100% warranty" I want to know what the lower housing and the primer arms would cost. It seems you are trying very hard to not warrant this issue or even sell me what I need. Why?
If your "100%" warranty actually" costs $135 to use I think I would spend less to simply buy parts. And if you notice I am not even demanding you have any integrity on that so-called "100% Warranty"
I am just trying to get parts. I would even pay for them ---- as I have said several times now. So what's the problem here??? !!! ???
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#6
Hi S,
The machine has a lifetime warranty, for some work the machine has to be sent in, you will need to pay for the shipping to us.
Please send the machine and we can insure it is working properly.
Thank you.
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What say ye all?

My best advice is "Buy from Hornady"

You’re not a normal customer, you are mechanically inclined, unlike most customers. They don’t know your skills.

They are honoring the warranty by offering to inspect and rebuild the machine. Take them up on it. Or not. It’s your choice.

Well AB2506, I don't believe this is a matter of anyone being mechanically inclined. On the 550B what is needed to replace the worn out part is to remove 2 screws and take off the worn part then put the good one on and replace the 2 screws.

Not only that, but this part is made to be taken off and put back every time you switch from large to small primer size.

So NO mechanically inclination is needed AT ALL.

szihn, that does seem like a change for the worst. I'm sorry to hear about this. If this turns into a 10+ page thread someone might send a link to Dillion.

Good luck

I think Dillon has replaced two, maybe three 550b primer feeders for me with no questions asked.

Kinda sucks to read this. I think I'd be on the phone Monday or I'd be looking at aftermarket with the rollers.

Very few companies have customer service worth a squat these days.

I would also get a roller aftermarket from ebay or amazon.
I have two 550s so I don't have to change primer feed. Mine were pretty touchy getting lined up, that is why I bought a second unit.
If they puke again, I'm trying out the roller upgrade on amazon. 30 bucks and hopefully more robust.

https://www.amazon.com/JW-Systems-Dillon-Primer-Bearing/dp/B01L9Q2TX4/ref=sr_1_2?crid=2J2DRECSVTM1U&dib=eyJ2IjoiMSJ9.rYFk46tuxMQfgXtlaq_6MljI6cH3pArCEflVAU_EOg5_24YpG9wxZK-3YA735pVXHeKOHU1iUELth3Nf2pYxdTPLnhKxeoCfGzZpFJmOKfOmnyBASw5BhMkYJRmunmyNAf5OBuJIk7Ap1HZmvr2TFMq79YCHcBGcFsvHzwMdAhsO-E1I-4HABkGohF3TaNNk_4YShEvWHHvRpEyjkkxRnQVs-j_7DNHitjBXlAMBxrOp_YE4SqMtLeGWHqMsS6Oq6FnRtDxyhXP2XoL8ZU4RP8uTfNHClEvHolXiKGdza5s.3gLh94NjnLBfWFzcLo4s5ctR7XMondLZd9IgB96GtHE&dib_tag=se&keywords=roller+upgrade+dillon+550&qid=1713571650&sprefix=roller+upgrade+dillon+550%2Caps%2C126&sr=8-2

I also need 2 new primer arms but as you can see above they refuse to sell me any unless I sent the whole press back.

That sounds crazy to me but go read it all for yourself.

They probably know how stupid you are

Dillon 550B Primer Track Bearing Plate w/Ball Bearing
Brand: JW Systems

The link that Terry posted helped with my primer feed issues. About a year ago I shipped my 550 back to Dillion. They upgraded it to the newer version that is easier to keep lubed and shipped it back with no charge.

The "No BS warranty" has helped grow the company over the years... Mike would be turning over in his grave over this.

I’ve never owned or used a Dillon. Having said that, the labor force is crumbling. Service companies (I’m in one) have more work than workers. A company in that position is much more likely to tell you to pound sand than they were 4 years ago.

In times like these, I’d echo the old adage, “you catch more flies with honey” (which isn’t true but nevermind that)

Everything is expensive now. Companies are in a balancing act of rising costs and rising prices while not scaring away their customers.

I think paying shipping for the warranty service is perfectly fair. If you have worn parts due to normal use, that should be on them, which is how I read their reply.

People can’t get to all the work they have. If you’re an ass, be ready to be ghosted by companies who have more work and less time to deal with a-holes.

I would call them, rather than correspond via email. They have always been helpful over the phone, and they have replaced a whole primer assembly for me, in the past.

Had a minor issue with my 750 case feeder last month. Shell plate kept jumping off the roller pin drive motor. The feeder plate just wouldn’t sit down all the way. They hadn’t had an issue with that before - lucky me - so I shot a quick video and they promptly sent me out a replacement hub. Not familiar with the 550 but guessing they’ve had enough problems with this issue that this is the best path forward for them?

I try to have a conversation with someone when these things happen. It’s much faster than dozens of back and forth emails. Give them a call instead of playing tag and let us know how it goes.

I’d send it in. I bet they do a whole lot more to your machine … stuff that might go screwy sooner rather than later with all the use you’ve gotten out of it.

But your position is fair, no question.

I'd be standing across a desk or counter from someone at the company headquarters who can give me an answer, with the machine in question in my hands- - - -not emailing or making phone calls. It's hard to ignore or BS someone who is at handshake distance.

Reminds me of the factory warranty on washers and dryers, nowadays. Basically, it's meaningless. If something doesn't work while under warranty, you will have to pay the same for the repair as you would if you hired the local, one man operation, washer/dryer repairman.

I would send it in to let them fix what needs to be fixed. They will replace all part that need replacing. They are not running their business on your qualifications. Let them rebuild and replace all worn parts and have a like new press again. They know their presses inside out and can not rely on customers diagnosis.

It's a reasonable policy. They can't tell what else might be worn out or upgradable without having the machine in shop. You yourself say it's a very VERY used machine. If you had one that was a year old and needed a primer assembly, they'd probably just send it. But that's not the case.

In all likelihood, they'll take one look at your old clunker and just ship you a brand new one. Then, you'd be singing their praises here instead of gritching.

That would be over a 900 mile trip for the man.

No, it's a 1920 mile trip It's over 960 ONE WAY.

I'd still need to come home once I took it to them.

For the total sum of $135 you'd have either a completely rebuilt machine or a brand new one back to you in about two weeks. What does a new 550 cost these days?

I'd rate that as superlative customer service.

^^^^^

Well I called them instead of using e-mail.

Got some flack but when I told them point by point that I'd done all they recommend in the past and the primer system was simply not working they relented and sent me a new one.

Odd thing is that I fought with them for quite some time to tell them I needed a new one and they should sell it to me. Once the man relented and agreed I could have a new one, he would not let me pay for it. I even argued that he should let me pay for a new one because the old one gave me a long life of service and I simply wore it out, ---but no. ---- No charge.

I never did a round count, but I am set up for 17 different calibers and in 45ACP, 9MM, 223, and 308 (the other 13 calibers not counted) I loaded enough ammo to fill 47 five gallon food buckets. I kept track of the buckets I loaded only in those 4 calibers but it's done 47 buckets in the last 18 years of just those 4 calibers so I don't feel the tool owes me anything. I think it should be my responsibility to replace it.
NOPE

He would not budge.

It's odd that they would try so hard to not allow me to buy one and not do a thing for me unless I spent a lot of money shipping the whole press back to them so they could screw on a new one (about 45 seconds to replace) , and then at the end they would give it to me for free. Free---- even over my objections.

Does that seem a bit odd to anyone else but me?


I am not complaining now, but I am bewildered a bit.

It seems odd you filled up buckets quite honestly.

Who does that?

That's also my suggestion. Talking to a live person has always gotten me much further.

And now that I saw this part, it's strange for sure. OTOH I suspect if you sent it in, they may well tweak and tune the whole press. I suppose or not. If you have worn out the primer part and as much as you load there may be other issues I'd hope they are thinking that may need some help.

None of this makes any sense.

Dillon has always had great customer service. Seems like some odd correspondence there.

Good luck with your machine.

A year and you’re still having problems? I would question you too. Regardless of the issues and your ability to solve them, it sounds like you can’t. Send it in.

I have 2 650’s and have sent them in for tune ups. They came back with no charge and worked like new. I would rate Dillon at the top of the scale for quality and customer service…

As others have said, just replacing the primer assembly is being penny wise but dollar dumb. It is impossible for a machine that's been used so much to have only one part worn out and out of tolerance. The techs there know that, and that's why they took the line that you should send the machine in.

Take them up on the offer.

Not really.


It's indicative of a company who honors their warranty,
but has had problems with owners fixing their own equipment.

Also clean fingernail customer service people who are taught their job (the manual)
not dirty hand guys with common sense.


Mike Dillon passing was almost certainly not going to result in an improvement in
quality of product or service.

I see this differently, obviously. I see a company bending over backwards to do the right thing, not just take the easy route and send the customer something that might not cure all his problems.

They are more than willing to examine, refurbish, or replace the entire machine. And they are well-trained enough to not tell the customer he is a doofus. Not that our OP is a doofus, but the rep at the Dillon end can't know that. What the rep can know is that here's a customer who has loaded thousands upon thousands of rounds on a machine - enough to completely wear out at least one major assembly on it. And based on their "no questions asked" policy, they won't and can't speculate on what else might be wrong with it.

I knew Mike Dillon. I even interviewed for a job with him (I turned it down) and I'm positive he would have been in complete agreement with how his rep handled this.

I can’t understand why the OP didn’t just send it in. They are offering to rebuild the machine that he’s managed to wear out by using the hell out of it.

This is like BMW offering to rebuild or replace your 1986 sedan with 375,000 miles if you just drive it over to the dealership and you are complaining about the gas money.

OP goin’ on IGNORE !!🤓

I've always had good customer service from Dillon. A couple of weeks ago they sent me a free Failsafe Return Rod for my XL750 because I was having some issues with the one I had.

Pretty much nailed it.

OP obviously knows his machine inside and out to have used it that much. The customer service person has data on hundreds, maybe thousands of heavy-use machines and a broader base of understanding what can and does happen with that much use. While the customer service person may not "know more than you", they have access to mountains more data than any single user.

Not to me. You’ve already been difficult with them when they offered to repair your machine. Last thing they want is to sell you a part and have that not fix the issue, so you can turn around and come back to the fire and complain about how they ripped you off and didn’t honor their warranty.

Well perhaps some of you are right, but at no point was I told in e-mail or on the phone they were going to trade me a new 550C for my old 550B. They would only say they wanted to "service" it. What that meant when Mr Dillon was living was always said out front and in plane language. Now it seemed very cryptic and non-comitial.

So I started getting red-flags when the e-mail correspondence went back and forth. I have a friend who owned a 550 about 12 years before I got mine I have a few other friends who have 550s and one had a 650 along with 2 that have Square Deals and all have been treated the way we always hear about from Dillon. Meaning the best service you could ever ask for.

Their policy was "Problem? No problem, Here's new parts.

I have replaced the steel shim under the primer unit one time before, and they just sent me a new one. I have worn out the pick-up tips on the primer tubes and also they just sent me new ones. I have worn out 3 of the small square nylon bushings on the powder measure bars. Again "Here's some new ones"

But when the lower parts of the priming unit simply got worn out (through no fault of Dillon at all, which is way I asked to buy them and in no way required any warrantee on those parts ) they wanted the whole press back and as you can see, they were quite insistent on my shipping it back but with no one-on-one explanations and no discussion. Just a set of "commands". Far from the kind of interaction I've know about when Mr Dillon was still living.
So that shot up red flags to me.

I may be wrong. I admit it's possible. But when a company seems to get very far from it's legendary reputation for service, and give an outward impression they are not even willing to have a civil conversation........I see that as a warning. Again, maybe I am wrong.

But I have new parts now and I am happy with the working of the press again.

As far as those that seem to think I was unreasonable I'd suggest you go back and try reading the correspondence and SEE with your own eyes I never got upset at a lack of honoring the warrantee. I was upset they would not acknowledge my problem was not (and is not) with any part of the press or powder system, and only with the bottom parts of the primer system.... so I see NO reason to require me to send them the whole thing at a cost of between $85 and $135 for what they have always said (in writing) was free.

And again I point out I didn't require them to send me ANYTING for free and wanted to pay for it.

I just didn't want to pay $135 for a few small parts and to have them "look over" my press.

Had they said out-front "hey with a press that's loaded that much ammo we'd like to have it back so we can look it over and if you'll agree to sent it to use we'll trade you a new press straight over", I'd have likley agreed.
But that was not said. It was not written. It was not even hinted at.

So I was left to make decisions only based on what was written and the manor it was written Again it's cut and pasted with NO editing at all so all can read every word.
If you folks read it and think there was something I missed I am happy to hear it.

I am only commenting on my understanding and my interactions with them.