I started reloading ammo about 13 years ago. I was looking for a cheap way to shoot a lot of pistol ammo. I had two guns that I shot a lot and I wanted to shoot them a lot more. I talked to a few guys and they said “buy a RCBS Rock Chucker kit”. So I did.
This winter I decided that I was gong to get back into reloading in a big way. I dusted off the boxes that my gear had been setting in and set up my reloading bench after not having one for 6 years.
I had never used my RCBS Manual Trim Pro Case Trimmer. Having lost the manual for it years ago, I guessed my way through setting it up. After not getting things to work out, I had to look on the internet for instructions. What I discovered was that I didn’t have all the parts for it, including a handle that was necessary for holding the case being trimmed in place.
I called RCBS to order the parts to replace what I was missing.
The customer service rep was an honest to goodness, English as a first language, American female with a pleasant phone voice and helpful attitude (apparently the last one, working in customer service, any ware). I explained the situation to her, how I bought the kit years ago, had moved, probably lost the part at some point, etc.
The conversation went something like this:
Her: Do you still have the original box?
Me: Yes mam.
Her: Did you ever set up the trimmer before?
Me: No Mam.
Her: Did you keep the trimmer in the box all these years.
Me: Yes mam.
Her: We’ll send you a new hand lever, disc springs, and pivot pin, just reassemble it like the diagram.
Me: Thank you, how much do I owe you.
Her: Nothing, it sounds like we didn’t ship you all the parts when you bought the kit.
Me: It’s been 13 or 14 years, I might have lost them.
Her: Not if you’ve been keeping it in the original box, you wouldn’t have just stored the unit and thrown out a big bag of parts like that.
Me: I don’t mind paying for it.
Her: I can’t charge you for it, if it’s wrong we fix it, life time guarantee means, life time. I hope you enjoy our products, call back if you need help setting it up.
That’s how it went. As of yesterday the trimmer is up and working and RCBS wouldn’t let me pay them for it twice. Plus they actually hire Americans to work their phones and train them to understand what the heck the product is that you’re calling in about. Simply amazing.