Two companies .. Two different experiences -- Update

These are obviously strange times for the shooting community across the board.

Company A: Midway USA: (hot Link)  VERY Satisfied with my experience 

Online site is very customer friendly,  easy to navigate, order placement/checkout works good.  Customer Service: Acknowledgement e-mail is well constructed with clear presentation of relevant information. Order Shipment notice was received at light speed.  Package tracking instructions were clear and worked well.

Company B: Dillon Precision: (hot Link)  Disillusioned / Concerned. 

I am a very big fan of Dillon reloading presses and associated accessories.  I’ve used a Dillon XL 650 for 17 years of great service. 10 out of 10 for their engineering and hardware.  Over the years I’ve had occasion to order various bits and bobs .. the catalogue / web site / customer help line, have always needed some improvement.  Their product; NO BS warranty is first rate.

This latest industry demand for shooting supplies has only exacerbated Dillon’s poor Customer Service process.

Short version of three current incidents.

1)  My XL 650 is some 17/18 years old and the Instruction manual parts listing is out of date. Dillon changed their entire part numbering system.  Ok .. BUT !!! you have to provide a cross-reference for customers.  So I call the “Help Desk” a short 52 min wait while Other Customers were being helped !!!!  A slightly agitated associate helped me get the part ( a Powder Charge assembly)  Part Shipped .. I received it only to find it incompatible. Another call, only 17 min on hold, the associate admitted he should have sent an additional two parts that I would need. NO Problem we’ll ship them free of charge !!!! … NOT Impressed

2) Again on my XL650 I had to order a spare part, my manual and the online manual have major differences for the particular part I needed.  Call the help desk .. another long wait .. but this time 100% satisfactory result. Part was in stock and it shipped right away .. Also they included a new hard copy manual.

3) This latest incident is a classic business issue of inadequate staffing poor processes and Piss Poor Management in Customer Service.

I get an order acknowledgement .. order is in the system and correct, so far so good.  I let 10 days go by ( I have a few other fish to fry) and there is NO follow-up on my order.  This time I’m on hold for just over an hour .. I get the response-paraphrased as: We’re just too busy with Web Orders, we just have a couple of Gals and are taking two weeks to respond”  Well isn't that just Peachy !!!!

My advise is: If Midway carry it, buy it from them. …  Dillon, but for your engineering and presses your in a bovine quagmire.