Lock and Lube

[Sumboodie]

Anyone have luck with their customer support?

Their setup exploded on me over a week ago. I've tried calling and emailing 6-7+ times and still crickets.
Was enough force it bruised my leg and the gun was probably a foot from me.
Was up on a the back of a bucket truck greasing the boom luckily didn't lose my balance!

Just trying to get replacement parts, paid good money for this ****, I expect support within a couple days at most. Next business day would be reasonable.

Was a decent pair of pants too. Moly grease may as well be antiseize for coming off.

 

[PCustoms]

I think they're a long way from AK, maybe they haven't got the email yet?

P.S. maybe if you don't request refund/parts for "this ****" you're more likely to get a result.

Something will blow when you pump the bejesus out of a grease gun and the zero isn't taking grease...

 

[danielbuck]

it's also the weekend, I don't know how big of a company they are, but they might not work on the weekends. I'd prefer that over some foreign support person I can hardly understand.

That said, I've never had to deal with their customer support, hopefully they can make it right. great product, well maybe not in this particular instance, when it explodes

 

[danielbuck]

I was right, they don't work weekends, here on there "About" page.

Our team is available 9–5 Mon–Fri to answer any questions you might have. Give us a call at 603-795-2298 or email us at [email protected]

 

[four.cycle]

Anyone have luck with their customer support?

Thus far - as far as I know - they've been stellar. Particularly here with GJ members.
Maybe they closed for a week for Fourth of July.

 

[danielbuck]

Thus far - as far as I know - they've been stellar. Particularly here with GJ members.
Maybe they closed for a week for Fourth of July.

that could be too. the local metal supply shop the next town over was closed all week last week.

 

[danielbuck]

I suppose one last thing worth noting. I've always found that if you are nice and polite when contacting support, you're more likely to get a more generous response in return. Sometimes small companies are harder to get ahold of, just keep your cool when you finally get ahold of someone, and I'm sure they will help you out.

 

[Sumboodie]

it's also the weekend, I don't know how big of a company they are, but they might not work on the weekends. I'd prefer that over some foreign support person I can hardly understand.

That said, I've never had to deal with their customer support, hopefully they can make it right. great product, well maybe not in this particular instance, when it explodes

Been trying since 02 July. Figured maybe they closed early for the holiday, but that was a week ago.

 

[Sumboodie]

I suppose one last thing worth noting. I've always found that if you are nice and polite when contacting support, you're more likely to get a more generous response in return. Sometimes small companies are harder to get ahold of, just keep your cool when you finally get ahold of someone, and I'm sure they will help you out.

Email just explained it blew apart and I need replacement parts.
Phone... it just rings and hangs up.

 

[four.cycle]

Maybe they took two weeks off! Who knows?
I wouldn't expect them to respond on a weekend for sure.
But the Fourth is a big deal for a lot of people, and summer is generally when people go on vacation.

 

[CGarage]

Anyone have luck with their customer support?

Their setup exploded on me over a week ago. I've tried calling and emailing 6-7+ times and still crickets.
Was enough force it bruised my leg and the gun was probably a foot from me.
Was up on a the back of a bucket truck greasing the boom luckily didn't lose my balance!

Just trying to get replacement parts, paid good money for this ****, I expect support within a couple days at most. Next business day would be reasonable.

Was a decent pair of pants too. Moly grease may as well be antiseize for coming off.

1) What Lock n Lube setup failed?
2) What grease were you using?
3) What grade grease?
4) And in what temperature environment?

 

[Sumboodie]

1) What Lock n Lube setup failed?
2) What grease were you using?
3) What grade grease?
4) And in what temperature environment?

Pressure return valve
5% moly Chevron NGLI 2
65*

M18 grease gun bought from Lock and Lube with their coupler. Just had the #1.5 battery too, so not like it had the 10lb #12 Forge giving it all the beans haha

 

[Sumboodie]

I was right, they don't work weekends, here on there "About" page.

Never said they did. Been trying since the 3rd. Figured maybe they took that day and the next few off, but expected a reply this past week at least.

I'd be fired if I didn't take care of customers quick... I get some irritated I didn't reply to an email within a couple hours even!... and I don't even work at a desk. I'm primarily a warehouse and delivery guy. Do office work in between. We run 365 days a year, 0600-1800

 

[four.cycle]

It is not reasonable to expect every business on the planet to run the same hours as you.

 

[Junkman]

I had a defective unit, called, and they requested that the old unit be returned, and they sent me a replacement for free. I think that I had to pay the shipping, and they sent a UPS pickup label for the defective unit. They are a small company, and they usually offer excellent customer service. Most likely, they are on vacation, and they shut down for a week or two. In New Hampshire, where they are located, I think that they only get 2 or 3 months of good weather, and the rest of the year is cold and snowy.

 

[whateg01]

Admittedly, if they are closed for an extended holiday, it would be nice if their outgoing message said so as well as an auto response for email. Maybe there was an auto response in your spam folder?

 

[Buckgnarly]

I had a defective unit, called, and they requested that the old unit be returned, and they sent me a replacement for free. I think that I had to pay the shipping, and they sent a UPS pickup label for the defective unit. They are a small company, and they usually offer excellent customer service. Most likely, they are on vacation, and they shut down for a week or two. In New Hampshire, where they are located, I think that they only get 2 or 3 months of good weather, and the rest of the year is cold and snowy.

They are about 45 min from me, and that is 100% true.

IF we are lucky, summer falls on a weekend!

 

[Beerhippie]

IF we are lucky, summer falls on a weekend!

If you're even luckier, the two days are consecutive!