ComplaintsforSchlage Lock Company

• Initial Complaint

  08/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a Schlage Encode Plus Wifi Smart Lock in January 2023. In July 2023, my husband attempted to install the lock at our new house. During this process, a set of electrical wires in the lock slipped in front of a hole where the lock is supposed to be drilled into place on the door. This severed the wires. The product is designed such that there is no way to see this happening during installation and no design features to keep the wires out of the way. I contacted Schlage customer service to ask about repair or replacement of this part. Their eventual response was "Unfortunately, the wire harness that was damaged is not a part we have available to replace or repair at this time. ...given the damage to the wire the lock itself would need to be replaced." I then responded on July 25, 2023 to ask how to file a claim against the 3-year limited electronics warranty, given that the design of the product made this issue impossible to avoid and repair is not an option. Schlage never responded to this message and has offered no other resolution.

  Business response

  08/24/2023

  We were able to make contact with the customer and have set them up with a replacement. 

  Customer response

  08/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because: It says the company "was able to contact" me, but I have not spoken with anybody since late July and do not have any record of such a contact. Can you please clarify how contact was thought to have been established? If you mean that you have already set up a replacement in response to the original customer service thread, can you please provide any tracking or processing details for that package? Thank you.
  
  Regards,
  
  ******* *****

  Business response

  09/11/2023

  Hello, we have reached out to the customer and have confirmed that she has received her lock. Customer is good to go. 

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My lock that is not working. It is a warranty claim. I have tried to contact the business by email and phone. I have been on hold for 2 hours with no-one servicing the call. i have sent pictures by email and a phone link. This is ongoing they just don't pick up. This is ridiculous there at least should be an option to call back someone without taking up 2 hours of their time. I will try to contact them once again tomorrow and hopefully I will get through, but I can't wait any longer. I am hoping that BBB can get someone to contact me.

  Business response

  07/12/2023

  We have spoken to the customer and processed her replacements on 7/10/23 under case *********** 

  Customer response

  07/12/2023

  [* ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** ******* * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ********

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted the warranty department about a defective lock. I put in a request to get a new lock shipped. It has been two months and Schlage will not give me an update, stating they are still waiting for the lock to be manufactured from the factory. This is not a special lock, my home has been unsecured for two months due to this. The hold time is at least 51 minutes before anyone will answer.

  Business response

  08/17/2022

  Customer, Ms.****** was contacted today by a supervisor and was informed that they will be receiving their lock by 7pm this evening. The following is her case number and tracking number. 

  **********       ******************

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A couple of weeks ago my lock (Schlage Encode) stopped working (wifi locking/unlocking stopped working). Troubleshooting I did a factory reset by mistake. Contacting Schlage they tell me that they have lost their servers due to an accident and wifi functions and adding new codes function has been lost to all customers like myself. Schlage said I need to wait for them to fix the issue. A couple of weeks have gone by which I find more than sufficient for them to fix the issue. Somebody should verify what is going on and if they would not be able to fix their internal issues soon I should get my money returned. That will be $211.79 + 11.5% sales tax paid.

  Business response

  01/11/2022

  Customer Service representative reached out to ******* and was able to resolve his issues.

  Case **********:

  Customer was getting a Payload Data error when trying to pair to the wifi. We Deleted the lock and FDR the unit. We tried pairing to app and wifi but unit would fail to connect.

  Customer had a 3rd party Orbi repeater and the RSSI was saturated at -23 and he could not split the network.

  I had him disconnect the Orbi repeater then pair to the direct router at RSS -59. We connected without issue and had him reconnect the Orbi repeater.

  Lock is online and working as normal.

   

  Please let me know if I can be of further assistance.

   

  Thank you

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