Interesting Customer Service from RCBS

[Sgt_Jamez]

I post this story to arm RCBS users with knowledge of what you are up against should you have an issue with your press. I have a Rock Chucker Supreme that's about a year and a half old. I've been chasing runout issues down and I have arrived at the determination that excessive slop between the ram and the press body is causing my runout as measured on a 21st Century concentricty gauge. On 6/10 I contacted RCBS Customer Service to discuss the issue. The gentleman I spoke with said they'd be sending a complement of new parts out including a new ram. Since then, I've been peeking in the mailbox waiting for the parts to arrive. Today marks 15 calendar days with no parts in hand. So I place another call to RCBS. I was told that no replacement parts are available and there is no eta on when they may be available. I was also told that the factory is running 24/7. Presumably all parts are earmarked for new presses and none for repairs. I was also told that I could send in my whole press to be "looked at" by their tech. But with no parts available, they would then have my press and no eta on anything at all.

I do understand the times we are living in are crazy. Shortages on everything. But I find it disconcerting that with all the ballywhoo about RCBSs outstanding CS, that they are hanging customers out to dry with no real means of supporting the presses they are manufacturing around the clock.

So the bottom line is buyer beware. Do not expect much in the way of support from RCBS if your press goes down.

Good luck to us all when you find yourself in the situation I am in. Dead press. No parts. No support. That is all.

 

[JoeBUtah]

Sorry to hear of your problem; I'm one of those guys that has always posted highly of RCBS customer service...

 

[propeine]

For what its worth approximately six weeks ago I purchased a primer tool. It did not come with the two pins that actually seat the primers and the gun store didn't have another to trade it in on so I called RCBS. Ten days later (which I thought was a LITTLE long but not ridiculous) they showed up in my mailbox. No mention of parts not being available. The guy on the other line asked if there were any other parts missing and didn't question me missing the pins. Just throwing it out there because my recent experience was quite different.

Sent from my ADR6425LVW using Tapatalk 2

 

[mtrmn]

Couple months ago I knocked my 30 yr old 1010 scale off a shelf and it was FUBAR. I contacted them to see what to do about getting it looked at and an estimate of repair costs. They told me where to ship it and it would be "evaluated." I sent it in and left for work for 3 weeks. When I got home I found a brand new 1010 scale waiting on me. With it was a note that the replacement was "warranty-no charge" even after I plainly TOLD them it was my fault. But I cannot complain about sending them an item to be "looked at." I will continue to trumpet their customer service and continue buying their products.

For what it's worth they can't make any big promises about what they'll do or not do in these trying times. I figure they will send you a new press as soon as they get one available. I've heard too many other good stories about their CS to believe otherwise. JMO

 

[Sgt_Jamez]

I too have had good service for small parts from them. I'm just putting out there what this experience was and where the service seems to be headed. It is frustrating that either I live with .012" runout or mail off my press for an indeterminate period. More likely ill buy a new press and hope one of these days RCBS makes good on a repair/replace action. Zero estimate of a timeline is not so great. How many people would accept that answer from a mechanic or other repair service?

 

[redhooker]

I lost all the parts for one of my tricklers, tried to order the parts and for the third time in a row they just sent them to me for free just this week.

Don't take this as "calling you out", but if they asked you to send it in I think you are bitching a bit premature. If past experience is any indication you will most likely have a brand new press at your door in short order, yes-they are usually that good.

 

[lawman29]

Same great experiences with customer service and gee you get to talk to someone on the phone who speaks English!

 

[propeine]

No I agree I would have been frustrated as well. Just shared my experience because it was also recent and very different. You might try calling back and talking to them again too or send off your press and pray.

I can't imagine running customer service with a basically no questions asked policy for a company that has been in business for decades. That part alone makes me not surprised that they may not have a perfect timeline and it may take a little longer than we've come to expect these days.

Sent from my ADR6425LVW using Tapatalk 2

 

[Name Enough]

I can only say good things about RCBS. I have broken parts and told them "My Bad". No problem they have always sent me replacements with no charge. I lost the pin on my hand primer and told them I wanted to get a replacement and a spare and I would pay for it. Not needed they sent it off gratis. I broke my deprimer - stem - bulb and pin - trying to deprime 308 crimpted miltary brass. My fault - told them so they send me a replacement and spares no charge.

 

[thrusty]

Sorry to hear about your bad experience. When I first got my Rock Chucker supreme it was missing the priming arm and springs. One call to RCBS customer support cleared it all up - no questions asked and free shipping to boot. This was about 2 years ago too.

I'm sure they are running 24/7 and parts are needed for new presses. Least they are attempting to help though....they could just give you the run around and say they don't have you in the system and haven't heard of your request.

 

[shoot4fun]

RCBS has always been the at the top of the list on customer service. They have gone far above and beyond for me more than once. I bought a press at a yard sale that was missing the primer cup. Tried to buy one but they wouldn't let me. Screwed up the decapping stem on a 308 die once. They would not let me pay for the parts. My RCBS RC press yields less run out than my expensive custom built one.

 

[jclark]

Up until this past week i would have had nothing but good things to say about RCBS customer service. How ever this past week i ran into a hiccup and am trying to sort it out. I'm gonna call them again because they never gave me a call back. But the gentlemen on the phone was not pleasant and instead of working towards a solution he berated a powder company and put words in my mouth. To say the least I was not pleased. This was not the typical experience I am used to and hope its a one time fluke.

 

[oldfatguy]

I too have had good service for small parts from them. I'm just putting out there what this experience was and where the service seems to be headed. It is frustrating that either I live with .012" runout or mail off my press for an indeterminate period. More likely ill buy a new press and hope one of these days RCBS makes good on a repair/replace action. Zero estimate of a timeline is not so great. How many people would accept that answer from a mechanic or other repair service?

Not trying to piss you off, but maybe the 0.012" runout isn't all due to the ram fit. Are you using an "O" ring to retain your shell holder? And how are you sizing your brass and seating bullets? Lots of seemingly little things can make a big difference. There is a wealth of good information here.

Agreed that zero estimate of a timeline sucks. It also sucks that many vendors won't even take back orders. Not to mention that anything reloading related is almost impossible to get in what used to be a reasonable time frame. RCBS is suffering from the same politically generated crap the rest of the industry is dealing with.

OFG

 

[jclark]

Not trying to piss you off, but maybe the 0.012" runout isn't all due to the ram fit. Are you using an "O" ring to retain your shell holder? And how are you sizing your brass and seating bullets? Lots of seemingly little things can make a big difference. There is a wealth of good information here.

Agreed that zero estimate of a timeline sucks. It also sucks that many vendors won't even take back orders. Not to mention that anything reloading related is almost impossible to get in what used to be a reasonable time frame. RCBS is suffering from the same politically generated crap the rest of the industry is dealing with.

OFG

I had a problem with cases having the necks a bit crooked. Took it to the unfortunately retired but good smith in town and he said mark the die with a sharpie(so you don't rotate the die) and make one or two rounds like that and don't use the locking ring. It worked perfect. He said that means it was a bad ring and to replace it. Followed his directions and no problems since I bought new locking rings. Hope maybe the solution could be that easy for ya.

 

[Sgt_Jamez]

I don take any of the comments personally guys. The runout was tested, same brass same dies (o-rings were used) and the only thing different was my press has massive runout and my buddy's RC. I do appreciate the fact that they are operating under tremendous pressure to produce. My point in this post was more of a benchmark for this point in time for CS. I believe that given a long enough timeline, they will make good. However, in the interim I am stranded with a useless press. And yes, I will most likely send my press and pray.

My feeling is that at this point in time, RCBS prefers to capitalize on demand for new sales at the cost of support for existing customers. Most people have had great experiences with them in the past. Will that continue? That remains to be seen. Am I bitching prematurely because I haven't mailed off my press in the hopes that a new one appears? Perhaps. I am however a customer who has paid good money for a product with a good reputation that now sits in a box collecting dust while the factory churns out more and more new presses with little to no regard for what's already been sold. What happens tomorrow when something breaks on your press? What recourse do you have? Sure I can stop using my press. Or go buy a... Gasp... Redding, Forster, Dillon etc.

All I know is that the supervisors at RCBS would be pissed if their golf clubs or whatever were messed up and were given no real option for service beyond unlimited faith and patience. Maybe I am wrong. Have been before. Just saying that this was my experience with their CS as it stands today.

 

[sierracharlie338]

That sucks man. I've had nothing but good experiences with them over the years.

I know it doesn't fix your problem but hopefully you can get back up and running soon.







Sierracharlie out....

 

[Sgt_Jamez]

So yesterday I receive a box from RCBS! Whaddaya know... Big Green made good. So I pop open the box and see some pins, a ram, and a handle with a green base on it. Today I go to apply the new parts to my press and much to my chagrin, I find that not only are the parts they sent USED (ie scuffed on bare metal and paint worn off areas of the toggle block) but they aren't even for the right generation of press. Looking at images online, i see a pic here and there of an older rock chucker with a toggle block like they sent me. But mine is clearly a newer model. I told RCBS I bought it new 1.5 years ago. Thanks guys. So Monday I'll be calling them back and starting this process all over. The parts were just chucked in a box with some of those air bags. The ram was free to bang around against all the other parts. Not great for something you want to have a smooth fit inside the press. Considering that I am now two months in, to get the wrong parts, in USED condition, in shabby packaging... I must ask... Where the hell is this badass RCBS customer service?? Yes they sent me something... Am I supposed to be grateful for the opportunity to mail them back parts? I think at this point they need to do something next-level to keep me as a customer.

Ok folks. Burn me down if you wish. But there's my update.

 

[milo 2.0]

Your complaint is legit, WOW.

 

[Sgt_Jamez]

But wouldn't ya know... Sportsmans Warehouse has shelves full of new RCBS presses. All I can do is shake my head and spread the word.

 

[shooter1054]

"I'll send you(RCBS) my shit and you send me a new press and then you can fix my old press when parts become available." That's where I'd start if I were you.

 

[Sgt_Jamez]

Should be an interesting phone call tomorrow. Does anyone know if I can ask to speak with a supervisor? Or are the people answering the phones the end all be all of help?

 

[kyhuntclub]

I can only say good things about RCBS. I have broken parts and told them "My Bad". No problem they have always sent me replacements with no charge. I lost the pin on my hand primer and told them I wanted to get a replacement and a spare and I would pay for it. Not needed they sent it off gratis. I broke my deprimer - stem - bulb and pin - trying to deprime 308 crimpted miltary brass. My fault - told them so they send me a replacement and spares no charge.

x2 for me also

They have been super and sent me/dad probably over $150 worth of MY BADS for free. I like a few things from other companies but 90% of the stuff I buy I try to use RCBS for this reason.

 

[Aimsmall55]

I'm fixing to sell 2 of my 1500 Chargemasters. I called them and asked for 2 brand new hoppers and 2 brand new sets of 50 gram calibration weights.
Asked how much I owed , 0$.

If any one is interested, I am waiting on the hoppers and weights and selling 2 of them for 235$ a piece. They are 5 and 7 months old. Perfect condition. I have four of them. Just got an A&B FX120 I scale so I'll only be needing 2 chargemasters.

Pm me if interested

 

[justinbaker]

I'm fixing to sell 2 of my 1500 Chargemasters. I called them and asked for 2 brand new hoppers and 2 brand new sets of 50 gram calibration weights.
Asked how much I owed , 0$.

If any one is interested, I am waiting on the hoppers and weights and selling 2 of them for 235$ a piece. They are 5 and 7 months old. Perfect condition. I have four of them. Just got an A&B FX120 I scale so I'll only be needing 2 chargemasters.

Pm me if interested

brand new ones after rebate are going for $239

 

[Aimsmall55]

brand new ones after rebate are going for $239

Yeah... For more RCBS stuff

 

[justinbaker]

Yeah... For more RCBS stuff

What do you mean for more rcbs stuff?

It's a $50 cash rebate. Natchez has them for $289

 

[Sgt_Jamez]

I agree that if they have minor bits and pieces laying around they will mail it off no questions asked. But call them with a problem on a major assembly. Of something that's selling like hot cakes. See what happens then. Is my case a fluke? Maybe. But in my opinion, they've fluked me over pretty good.

 

[Victor N TN]

Have you ever thought about changing die sets? That has changed my problems on several occassions.

Good luck.

Victor

 

[Sgt_Jamez]

When this whole thing started, I tested my dies on a friends press and had almost zero runout. So I know my dies are gtg.

 

[segami21]

RCBS Customer service


I just had my own little bout today with RCBS customer service. I am having problems with one of their loading dies. So I called them up and was told go ahead and send us the dies and we will evaluate what the problem is and decide what we will do for you. I asked how long this would take, and was told that it would be about 3 weeks for them to make their decision. So no reloading for 4 weeks by the time I get a die back. I asked the guy what happened to the fantastic customer service they used to have and was told we don't do things like that anymore. Come again! We don't do customer service anymore? I asked to speak with a manager waited 20 minutes and no manager. Now in the past they would just send you a new die not wanting to inconvenience you or they would sometimes upgrade your product. Customer service was the unbeatable. Wow what a disappointment.

I post this story to arm RCBS users with knowledge of what you are up against should you have an issue with your press. I have a Rock Chucker Supreme that's about a year and a half old. I've been chasing runout issues down and I have arrived at the determination that excessive slop between the ram and the press body is causing my runout as measured on a 21st Century concentricty gauge. On 6/10 I contacted RCBS Customer Service to discuss the issue. The gentleman I spoke with said they'd be sending a complement of new parts out including a new ram. Since then, I've been peeking in the mailbox waiting for the parts to arrive. Today marks 15 calendar days with no parts in hand. So I place another call to RCBS. I was told that no replacement parts are available and there is no eta on when they may be available. I was also told that the factory is running 24/7. Presumably all parts are earmarked for new presses and none for repairs. I was also told that I could send in my whole press to be "looked at" by their tech. But with no parts available, they would then have my press and no eta on anything at all.

I do understand the times we are living in are crazy. Shortages on everything. But I find it disconcerting that with all the ballywhoo about RCBSs outstanding CS, that they are hanging customers out to dry with no real means of supporting the presses they are manufacturing around the clock.

So the bottom line is buyer beware. Do not expect much in the way of support from RCBS if your press goes down.

Good luck to us all when you find yourself in the situation I am in. Dead press. No parts. No support. That is all.

 

[CK_32]

First I've ever heard negative of RCBS CS