Too often, we hear blog posts and FB posts about horrific customer service. I need to share this story because I recently experienced some wonderful customer service and folks need to hear about when things go right, not just when they go wrong.
We have a lock on our door manufactured by a company called Schlage. It is a keyless lock that uses a numerical pad instead of a key. We love it and couldn’t imagine going back to the “carrying your house key days” ever again. There was just one problem. One of the number buttons used to enter the access code to unlock the door became loose and fell off. The first time this happened, we found it in our mudroom on the floor and pushed it back into the empty slot. The second time, we weren’t so lucky and we lost the number (we assume) in the newly fallen snow outside of our door. White button, white snow – there was no way despite our best efforts that this was going to be found until at least spring. The loss of the number itself wouldn’t even had been that big of a deal because the lock still worked, except it was one of the numbers in our access code to unlock the door and in the master code to program the door. So, without that number, we couldn’t get into our house and we couldn’t reprogram the lock to change to the access code to another number that didn’t require the missing digit.
I called the customer support number for Schlage and the woman who spoke to me was wonderful. I asked her if there was a way to get a replacement digit. She told me that unfortunately there was not. However, after a few short minutes on the phone with her, I was assured there was another of the exact same lockset on its way with her sincere profound apologies that we were inconvenienced by having to use the actual (gasp) key to access the door in the 7-10 days that it would take for the replacement to arrive.
The replacement lock came exactly one week later and I am happy to report that we are back to using our keyless entry. If anyone is looking for a lock (keyless or not) I highly recommend Schlage. Their customer service and their keyless entry locks are both wonderful.