BUYER BEWARE product only expected to last 3 years, per Omar at UTEC support. Bought mine in Nov 2021 now July 2024 and lock has a motor that has failed. Did not quite get 3 years but close enough. Called tech support and was told the motor has failed and was informed they only last about 3 years. Still operates with key but all automatic/connected features are gone. All I was offered was 30% off a new purchase. Even with there discount I can get now on amazon for less.
I believe I have the same issue - faulty motor. Have to remove the battery from time to time to reset and I’m ok with that. But today, after a little over 2 years, the mechanism does not even engage. It thinks that it opens by looking at the direction of the lights on the numeric keypad LEDs. Also, when I try to lock by pressing the enter button, it thinks it locks by looking at the direction of the numeric keypad LEDs. Motor was not engaging because I can’t hear it rotating. Try to remove the batteries and install it again to no avail. I even replaced the batteries but still no luck there. Status said it was jammed but it was not. I can manually lock and unlock with ease.
Left it alone during the morning. Got back in the afternoon and try it again and now it was working. This was the first time it happened to me, then after a week, it happened again. I need to use the key to unlock and enter the house.
YES SO FRUSTRATING!! I have the same issue as well. I tried to control the lock on the app screen and it doesn’t even engage. I have to remove the battery from time to time(every 2 weeks or so) to reset the lock, but the door lock mechanism stopped engage 2-3 days a week after about 19 months of use. I talked to support and all I got was there is something wrong with the mechanism which they do not offer to fix and device is out of warranty and all they can offer is 30% off on a new device. For a product that I spent $200 on and not lasting over 2 years is crazy to spend money for another one.
We are having the same problem with ours. It is less than three years old Bought on 6/22/24) and the motor does not work when using numerical pad on lock or using app on phone. What do I need to do to request replacement as noted above? THANK YOU
So frustrating - I have spent $1,000’s on these locks since moving in 5 years ago. Put them on 6 doors - every one has failed multiple times - multiple warranty claims - many out of warranty - bought more just to try to not have multiple brands. I don’t understand why ultraloqs keep showing up as top ranked options - the equipment and app are junk. When there is a problem it’s multiple days of back and forth with overseas support for simple cases.
I don’t think they are honoring the lifetime guarantee any more.
Spent and hour+ disassembling and troubleshooting following the guides CS agent sent, to prove the mechanicals have failed. They sent a replacement cylinder that didn’t fit b/c i have “the old model.” I’d sent the original proof and date of purchase at the beginning of the conversation.
a couple of years ago. they replaced a different lock for me after the mechanicals jammed. Same problem, and they sent a new unit. it works great and we’ve not had a problem since. however, customer service apparently now will only offer a 40% discount for me to purchase a new lock. wholescale.
This seems like a “lifetime gaurantee” loophole to me. beware!
what changed? website still says they will replace defective parts at their discretion. i guess the discernment here is that they won’t.
