Schlage Lock Customer Service

[brycez28]

I bought a Schlage electronic keypad lock for my garage and installed on 8-24-13. This past Saturday I noticed that it wouldn't lock anymore. I could hear the electric motor turning, but it wouldn't lock. I've used the lock, probably on average about 35-40 times a week since I purchased it. So I found my receipt and looked up Schlage's warranty, 1 year for the electronics and lifetime mechanical/finish warranty.

This morning I gave their customer service a call. I thought I was off to a rough start with the automated menu monotonously repeating how to text and email for keypad programming instructions. I got through the menu's and connected with a representative (who spoke fluent English with no foreign accent!). I explained to her what the lock was doing, gave her the model number and serial number. Then she says that I should expect a replacement lock in 7-10 business days and asks for my mailing address.

What awesome customer service! I love my keypad lock and with my customer service experience, I would highly recommend Schlage keypad locks to everyone!

 

[Vette10R]

Good to know! I purchased one for work on the backdoor where all the employees go in and out. I would guess mine gets used at least 100 times per day! Its been installed and working great for about 9 months now. I'm going to grab one for the service door on my garage at home since that's basically our front door to the house anyways.

 

[moss9994]

I had an issue a while back with one of their locks. I had the same experience. They stand behind their products.

 

[nickelTwin]

I've used their electronic lock for about 5 years with no troubles. I haven't carried a house key since. Its been great.

 

[cowboyjosh]

I put Scalage on almost every home I build, unless the homeowner wants Emtek or something else fancy and overpriced.

 

[ShadowRuleZ]

Same thing here, I expected to have to send my old one in and they told me to keep it for parts.

 

[03fan]

I'd still go through with the warranty replacement, but see the top review on amazon for a fix to yours. Might be able to fix the old one and receive a new one from Schlage

http://www.amazon.com/Schlage-FE595-CAM-619-ACC/dp/B001CO9RJS/ref=sr_1_3?ie=UTF8&qid=1459871620&sr=8-3&keywords=schlage+locks

 

[Charles (in GA)]

I have two of the electronic locks, one on the house back door, and one on the shop door. I generally don't use, and don't even have a key to the front door, so I have considered installing one of these on the front, as Home Depot has some of them on clearance $113 down from $129, not great, but better.

Mine have been in use for several years now, good to know they will take care of problems.

Charles

 

[brycez28]

I'd still go through with the warranty replacement, but see the top review on amazon for a fix to yours. Might be able to fix the old one and receive a new one from Schlage

http://www.amazon.com/Schlage-FE595-CAM-619-ACC/dp/B001CO9RJS/ref=sr_1_3?ie=UTF8&qid=1459871620&sr=8-3&keywords=schlage+locks

I'll have to take a look at that sometime. I would definitely consider that being mechanical failure, not electronic failure, on the lock and am surprised that Schage didn't warranty the lock for the reviewer.

 

[brycez28]

Same thing here, I expected to have to send my old one in and they told me to keep it for parts.

I anticipated having to send my lock in for repair as well.

 

[burtonry]

I purchased a Kwikset exterior door handle around the same time as you for the door between the garage and the house. A few weeks ago I started noticing that the handle was turning but the internal parts were not turning.
I reached out to them last Saturday and put my phone number into their automated call back. With 10 minutes I was on the phone with a person (same experience as you, very friendly and somewhere in the US). She sent me a link where I uploaded a picture of the door handle where she would match the handle to the right product. The rep said to expect a new handle in 7-10 days. Zero proof of purchase or hassle.

It's very refreshing to be treated like an honest person from someone on the other end of the phone from a large company.


Ryan
Sent from my iPhone using Tapatalk