Smart lock warranty

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chevrolux

4962 posts

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#288437 29-Jun-2021 10:44

Just looking for opinions on whether I am being unreasonable or not.

Have a Schlage Encode. It's showing "no battery" and won't lock electronically, even with brand new batteries in them. Well with in warranty period, no issues there.

Shop who it was purchased from has accepted the RMA without issue, but wants me to return the lock before they supply a replacement. My issue is that it's the lock to my house! If it's removed, there is no lock on that door. I don't think it's unreasonable to request the replacement first before sending the old one back.

They then told me to contact Schlage (or Allegion or something) directly. However, I have no interest in doing so as I didn't purchase it from Schlage. The shop should deal with the replacement full stop.

Is that unreasonable?

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richms

25168 posts

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#2736231 29-Jun-2021 10:51

Not at all, Under CGA they are liable for consequential losses which surely would cover keeping the house secure as a result of their product failing. Perhaps they should cover an armed guard to look over the place while the door doesnt lock ;)

Richard rich.ms

scuwp

3569 posts

Uber Geek

#2736257 29-Jun-2021 11:55

NTA. There are several options including:

They could provide a replacement on the agreement that they will deduct the cost on a CC if the faulty unit is not returned in XX days or,
They could provide a security guard while the lock is removed or,
They could engage a locksmith to do the swap

Of course there is also an option for you...to organise someone to be home while you remove the lock and pick up the replacement. Sometimes the simplest solutions are best.

Always be yourself, unless you can be Batman, then always be the Batman

chevrolux

4962 posts

Uber Geek
Inactive user

#2736277 29-Jun-2021 12:55

They could provide a replacement on the agreement that they will deduct the cost on a CC if the faulty unit is not returned in XX days

That's what I said!! But no, "that's not possible"... like hell it isn't.

Of course there is also an option for you...to organise someone to be home while you remove the lock and pick up the replacement. Sometimes the simplest solutions are best.

Not in the same city unfortunately, otherwise yea, that would be good.