Hornady's Lack of Customer Service ---

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GoldenRoyBoy

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I've been reloading for years; primarily using Hornady equipment. I own two of the LNL presses; acquiring a new one several months ago; enticed by the free bullets offer. Anyway, my second LNL press loves to chew the brass retaining spring. And, the large primer assembly, for whatever reason warps easily. I've had to call Hornady several times for replacement parts; something I always have dreaded. From the get-go, Hornady's Customer Service has always been hard to deal with. Yesterday, I just couldn't take their condescending attitude and told them to keep their parts; I did not need them. It's like they always want more money for everything; even when covered by warranty. Dillon's looking much more attractive now. I'm thinking of cleaning my house of Hornady.

Just curious, has anyone else had similiar problems; or, is it I with a problem?

GRB
 
My experience has been the same as rocket12's, or maybe better. I have always found Hornady's customer service to be courteous and helpful, but then, I have not had to exercise them but a couple of times, since I do not have many problems with my Hornady progressive presses.
 
I quit using Hornady reloading tools about 10 years ago for the same reason but lately all I have heard has been good was thinking about trying them again don't know now
 
Funny, but the very few times I've had to call CS at Hornady the people I've spoken with from the woman who answered the phone on up the line have been cheerful, knowledgeable, and enthusiastic about their job. If it's just been for parts the call has seldom gone past the receptionist with her saying it'll be in the mail today and giving pointers on how to avoid repeating the problem. It's been the same on up the line. Heck I even find their answering machine amusing.
 
+2 what Rocket12 said. I've always called, always talked to the tech support guys and always gotten parts for free the few times I've needed them. Not sure who you talked to, but it doesn't sound like the Hornady outfit I've come to know.

My experience years ago with Dillon was about as bad as you're describing, but I'm told for most folks it's not. That said, Dillon never did get my 550's primer system straightened out, so I sold it to a buddy and bought a LnL. They finally gave him a new press to correct the problem. I have never had occasion to regret my purchase, as Hornady always came through for me.

Regards,

Dave
 
I don't use a lot of Hornady brand anything, but I have had contact with them on a semi regular basis for several years. I've never had a bad experience dealing with them. IMHO, all US firearms and related manufacturers normally bend over backward to keep their customers happy. Still, people are only human and you do get one or two who are having a bad day--or maybe life -- once in a while. I won't go so far as to say the policies of certain Belgian or Brazilian companies keep up with the US standards we have come to appreciate and expect.......
 
I'm actually glad ---

Okay Guys!
I'm actually glad to read both the positive and negative responses; regarding Hornady. :)

In my case, was someone just having a bad day? I don't know. All I do know is I've called Hornady a lot over the years. And, if memory serves me correctly they have po'ed me more than 50% of the time! I like stress free, no hassle communications; not fighting, or haggling.

I must say, it is not my intent to slam anyone. Hornady is a great company, with great products. There's really only two people with Hornady I am unhappy with. I won't mention names; but one's male (tech), the other, female (CS). Almost every time I call Hornady, it seems I get connected to one; or, the other.

It did bother me a lot when I found out Hornady was releasing a newly designed LNP press. One with a better ejection system. I felt I'd been had; being I ordered what I thought was their latest/greatest in Sept. 2008. To upgrade, either my newest machine or my oldest will cost me $100 each. And, I must send in the complete unit at my expense! Granted, the first two shell plates are thrown in for (get this) free. Any additional shellplate needing modification will cost $10 each. No, this is not a bad deal; just timely for Hornady. It only means I have a dozen, or so more shell plates needing modification.

A word of caution to anyone buying a progressive press under Hornady's Free Bullets" deal. You more than likely will get the 2008 model LNL. Be sure to ask. To my knowledge, the "2009" model has not been released for retail sales yet. I know Midway doesn't have any of either right now.

All news is not bad:
Yesterday, after speaking to Hornady I called RCBS. Earlier in the week, I took possession of my 2nd ChargeMaster 1500. The same day, my first one konked out! This machine was over 3 years old; and had served me well. I knew my one year warranty was expired; and said so. The Rep threw me for a loop when I asked about cost of repair. He told me, "There is none! Send in your unit, explain you have spoken to CS, and my name and you will receive a brand new unit! No questions asked!" Now, that is what I call "CUSTOMER SERVICE!!! I liked the news so much, I've gone to Midway; ordering me yet another RCBS ChargeMaster 1500!

I'll be quiet now. :)

Good shooting!
GRB
 
Add me to the list of those who have experienced only EXCELLENT service from Hornady's. I called them two weeks ago because I had overstretched the return springs on my LNL AP powder measures (two presses). They promptly sent me two new springs free, no questions asked, no hassle. When putting on the new springs, I discovered the thin O-rings around the powder measure drums had hardened and were broken. Called Hornady again and presto, two new O-rings being sent to me, no hassle again. Over the years I have called their Customer Service several times and gotten good advice and assistance from them. I am a happy Hornady customer.
 
My Hornady Customer Service experiences have always been EXCELLENT.

I have brocken stuff (my own fault), called them asking a price for a replacement part, and they have cheefully replaced it NO CHARGE! And that also includes parts for the old Pacific press.
 
Hornady Customer Service is Great

My recent experience with Hornady customer service was great. I was able to order parts for my Panda Bair 400 (pacific 155) that I needed and the customer service rep recommended a couple of other parts that I hadn't thought of. Then when I called to add a couple of additional parts, she threw them in for free since she couldn't get them in the original order! They shipped immediately and I received them in just a few days!
 
"A word of caution to anyone buying a progressive press under Hornady's Free Bullets" deal. You more than likely will get the 2008 model LNL. Be sure to ask. To my knowledge, the "2009" model has not been released for retail sales yet. I know Midway doesn't have any of either right now."

I have not had to deal with customer service as yet, but I did call them before placing an order with Midsouth on the backorder status everywhere and the free bullet offer. They told me the backorder issues were do to the design change (they stopped shiping the other one to suppliers in November so they were trying to catch up), and that the free bullet offer was being extended into 2009 as well. I took them at their word and placed an order with midsouth when they had "low stock" and 3 days later the LNL was at my house, not only is it the new EZ-Ject model but it also comes with the pistol Rotor/metering assy.
 
studerp
People have reported that they had recieved the new EZeject model when they recently ordered the LNL AP.
 
Send your Hornady stuff to me.
I'll "dispose" of it for you.

Every time I've called, they've been more than helpful and anytime a part needed to be replaced, they've done it for free.

The latest time I had a die with a burr inside of it and they said they'd send a new one right out. I asked if I needed to send the old, damaged one back and the lady told me to "place it in my trash can" and not to worry about it.
 
Hornady has been great for me also.They fixed my old model Lock and Load press and even put on the new hub for the casefeeder on it.I will have to buy the latest upgrade fo the EZ eject I am sure.My press has close to 30,000 rounds throuh it.I load pistol only.I load rifle on the Hornady single stage which works great.I even use there rifle bullets which have taken everything from prairie dogs to deer including wild hogs.I even got me a deer on Christmas talking about you might be a redneck.I have the Dillon press also it is a great machine and there CS is great.I had an old model 450 years ago.I had to buy every upgrade it took to make it a 550 which took some doing and was with a lot of problems which took time to sort out.I guess any company will charge you when you upgrade not just Hornady
roc1
 
I too, have to go +1 on Hornady's CS.
Bought a LnL Progressive aver 2 years ago and managed to break a few things due to my ham handed attempts to "fix" things that did not need fixing.
Their CS replaced everything at N/C and even threw in a 9 mm crimp die at no charge to help me out with the dreaded ejector wire problem in small pistol cases.
Found their service to be on par with RCBS which is to say beyond super.

Gary
 
I have the 366 or 336 progressive shotshell loader, ive loaded over 10k 12,20 & 28 gauge shells on it in the past 20 years..it has to be the most aggravating thing I have ever owned:mad: if everything is perfect its fine, let one little foul up occur and its hell to pay..i'll never own another hornady tool..
 
I have the 366 or 336 progressive shotshell loader, ive loaded over 10k 12,20 & 28 gauge shells on it in the past 20 years..it has to be the most aggravating thing I have ever owned if everything is perfect its fine, let one little foul up occur and its hell to pay..i'll never own another hornady tool..
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Did you contact Hornady with your problem? Are you saying that you dealt with the press' issue for 20 YEARS? I would have thought that if you had this issue for this long Hornady would have done something for you. :confused:
 
When I first got my LNL AP I ruined my retainer spring through my own stupidity. I called Hornady and told them it was my fault. They sent me 2 free ones anyway. Can't beat that.
 
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