Hornady Customer Service

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dh1633pm

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Apr 28, 2009
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Central New York
Like many I have Hornady Products on the reloading bench. Over the winter I had a couple break downs. Not on new stuff, but stuff I have had for a while. The first one was my Auto Charge. Loaded a bunch of ammo with this thing. Some troubleshooting with a amp meter determined that the power supply wasn't putting out any power.

Then when I was processing some new 300 Win Mag Brass, my case prep trio made some noise and then stopped working right. The motor was running but it wasn't spinning. A couple screws later I saw that the gears were broken.

The next day after work I called. "Could I purchase a power supply for my Auto Charge?" I said it is well out of warranty. I was asked for my address that a new one would be shipped. And sure enough a week later a new one arrived.

The second problem was "Could I purchase replacement parts for my Trio?" What parts "The gears". The response we don't sell those because people don't install the correctly. But if you send it to us we will fix it for you for free. I was given an RMA and sure enough a week an a half later it was back all fixed.

Here is a picture of it all fixed with my wooden modification done to the bottom to make it sit higher off the bench and a hole for storing it above when not in use. You don't get service like this everywhere.


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They have pretty good service, I tried to buy things from them and they wouldn't let me pay for them either. So later I bought some spare parts from Midway.
I don't believe in taking advantage of a good thing until I feel it's justified.
Hornady, RCBS, Lee and Dillon all stand behind their products.
Dillon and RCBS set the standard and Hornady and Lee followed suit, it always made me wonder why Lyman never came around.

They all make mistakes, and so do we, but I have found Lyman to be a pain to deal with on a warranty claim compared to the other four.
Lyman makes good products but I would rather spend my money with a company that I know won't give me any grief if something goes or is wrong.

We are all very fortunate to have these excellent companies to choose from.
 
Good experience with RCBS but never called Hornady for assistance. Called Lyman for help a few years ago and still waiting for a call back.
 
That has not been my experience on two autocharge powder dispensers which went bad out of warranty. I bought the first, it made it less than 18mos, bought the second, which failed within the 1yr warranty, so they sent me the 3rd as a replacement, which also failed within 18mos.

I asked if I could send them in for repair, have them refurbished, trade them at component value towards the replacement, or even just get my money back. Out of warranty, was their reply. The one which did fail within warranty had to be mailed to them at my cost before they would send the replacement.

They’re a great company, but I’d say you had a stroke of luck in getting a particular rep who felt generous, because that doesn’t match my own experience with the Autocharge.
 
A couple of weeks ago I dropped the drop tube from my Hornady powder measure on the concrete floor and it was bent. I called Hornady tech support and told them I had dropped the piece and would gladly pay for a replacement. They sent me a new one for free.
 
Hi...
I have had excellent service from RCBS on the VERY few occasions I have needed to call them...never a problem and never needed to pay for anything. I have been using their RockChucker presses, scales, Little Dandy powder measure and dies since I started reloading back in the early '80s. Only thing I have ever needed help with is the APS bench mounted priming tool that I have used for priming tens of thousands of rounds and that was a heads up on using the small plastic bushing inside the large bushing when priming with small pistol primers. They sent me about a dozen bushings gratis.

I have two Hornady LnLs mounted and running on one of my benches and have never needed any help from them. I have consulted several YouTube videos that helped me get them dialed in and they are running great. One has been on my bench for several years and wasn't used for about three years while I recovered from my most recent cancer diagnosis. After I recovered from the radiation and chemo treatments, I compketely disassembled it and cleaned it, regreased and remounted itiand it has workedwperfectly since. The other has been on the bench for a few months and is running fine as well.
Never a need to call Hornady but I like their products.

My experience with both RCBS and Hornady has been extremely gratifying.
 
I use Hornady for most of my reloading equipment and whenever I have called them for a problem they have always sent me a new one for free ,what ever it is regardless of the products age. Plus the recording that you get to direct you to the proper person is entertaining. It's actually fun to give them a call.
 
We are fortunate in the reloading hobby that great customer service is the standard with our suppliers. I think we should be good stewards of this courtesy. Seems most of us here on THR are. :thumbup:
 
What I am hearing is that most of us don't expect something for nothing. Would gladly pay for replacement parts for out of warranty stuff. And lastly are very appreciative of excellent customer service. I hate calling service for anything. When I do, it for something that I really like and want to keep it functioning.
 
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