A few years ago I bought a Hornady Pro-Jector progressive press from a fellow CGN'er. I've used this press quite a lot and loaded a few thousand rounds with no problems. Recently I was making up a small batch of .45 ACP and started having problems with the press indexing correctly. Turns out it was not the press but the shellplate - the detent ball had come out of the fitting on the plate. I looked up Hornadys warranty info and saw that they offer a lifetime warranty on their products with the exception of small items like pins and springs that are subjected to regular wear. "Oh well", I say to myself, "Still, it won't hurt to try" so I pack up the plate with a note explaining what happened and sent it off to Hornady to see if they would cover it but, really, expecting that they wouldn't. I also sent it an order for a few parts and my credit card info to cover the order and likely a new shellplate. Less than two weeks later I receive my shellplate back from Hornady - they repaired the detent ball and also installed a second one for good measure and didn't charge me for the work. Also, the order for the spare parts was in the box with a note saying they were also "No Charge". 
So, hats off to Hornady - great customer service! Anyone that has dealt with warranty issues knows how frustrating it can sometimes be to get something fixed. When that something is second hand, well, the usual answer is "Warranty? What warranty?! You don't got no stinkin' warranty!" I'm quite impressed with the response from Hornady - I know it didn't cost them much for a few little parts but the return from their investment will be manyfold. I will continue to use their products, think of them first when it's time to purchase other items and recommend them to other people. I only wish other companies could interpret "Customer Service" in a similar fashion.
So, hats off to Hornady - great customer service! Anyone that has dealt with warranty issues knows how frustrating it can sometimes be to get something fixed. When that something is second hand, well, the usual answer is "Warranty? What warranty?! You don't got no stinkin' warranty!" I'm quite impressed with the response from Hornady - I know it didn't cost them much for a few little parts but the return from their investment will be manyfold. I will continue to use their products, think of them first when it's time to purchase other items and recommend them to other people. I only wish other companies could interpret "Customer Service" in a similar fashion.
