Business ProfileforBaldwin Hardware Corporation

Reference Case # ************ I am contacting you directly with regards to the above reference matter. I contacted Baldwin customer service to discuss an issue with Baldwin Prestige Spyglass Satin Nickel Smartkey which I purchased sometime during the period of May June 2016 @ ***** in Staten Island NY. I purchased a Baldwin Entry Door lock because of its quality and reputation. Since 2016 I have had two issues with the Baldwin Entry Door lock/handle. The first issue was the handle/lever fell right off the door. I contacted Baldwin and explained the situation and sent pictures which can be verified by your company. The issue was resolved by Baldwin sending me the part I needed for the handle/lever. It was an easy fix and I guess these things do happen. However, today at 7:37am I was shocked when trying to open the entry door and was unable to open it. I removed the key only to find the cylinder was attached to the key. The entire cylinder had dislodged. I had to call a locksmith to gain entry. The cost for that was $136. I immediately contacted Baldwin to advise them of same. Baldwins resolve is outrageous. Baldwins resolve is to send me a cylinder with video instructions on how to correct and replace the cylinder. I am not a locksmith. I am disappointed that Baldwin has not taken into consideration the fact that the entry door handle is around 6 years old and that this is the second issue with this set. There is something wrong with the quality of this set; as this should never have happened. This is a single-family home and there is no abuse to the door lock or handle, and I do not believe its due to wear and tear. In closing since Baldwin Hardware prides, itself as a leading provider of high-quality, stylish and durable door and cabinet hardware for both residential and commercial applications I think a closer look should be taken into consideration of my plight. I believe that a new entry door lock/handle set is in order this time around.