# Laughably poor customer service - defective lock

**URL:** <https://community.ultraloq.com/t/laughably-poor-customer-service-defective-lock/11591>\
**Category:** ULTRALOQ Smart Lock\
**Created:** [October 19, 2026, 1:14pm UTC](https://community.ultraloq.com/t/laughably-poor-customer-service-defective-lock/11591 "2026-10-19T13:14:44Z")\
**Posts on this page:** 1\
**Page:** 1

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**Author:** ![Karl2](https://avatars.discourse-cdn.com/v4/letter/k/9de0a6/32.png) [@Karl2](https://community.ultraloq.com/u/Karl2)\
**Post date:** [October 19, 2026, 1:14pm UTC](https://community.ultraloq.com/t/laughably-poor-customer-service-defective-lock/11591/1 "2026-10-19T13:14:44Z")

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I am HORRIFIED at how ridiculously terrible my experience has been! Bought a new ultralock pro, fingerprint reader keeps failing and I need to re-add fingerprints several times a day. Put in an initial ticket over 2 months ago!! Got an AI generated stock response several days later saying our team is on it. Back and forth with 2 different types of responses, days in between responses… one is broken English, the other is AI generated slop that puts me to a FAQ page. Finally after a ofher **month** a human responds and I demand a new lock (I will ship back the defective one). Got the new PART… Not lock, that requires some major technical work to swap. No instructions, nothing… just a sketchy “re-conditioned” inner part of the lock. I am not a locksmith, just a customer, so I reached out again for instructions/clarity and AGAIN ask for my defective part that hasn’t worked since day one to be replaced! Fast forward and after SEVERAL months, I get a other response today linking me to the general help page.

This is ridiculous… I will be filing a consumer complaint with our State Attorney General’s office, but wanted to post this to (hopefully) warn others to STAY AWAY from ULTRALOQ. Hopefully someone that sits at a desk and actually gives a crap a out their company reads this… I’m not holding my breath…