# UTec Customer support ignoring me **URL:** \ **Category:** Stories\ **Tags:** smart-lock\ **Created:** [January 24, 2023, 5:03pm UTC](https://community.ultraloq.com/t/utec-customer-support-ignoring-me/5806 "2023-01-24T17:03:52Z")\ **Posts on this page:** 9\ **Page:** 1
**Author:** ![simon3](https://avatars.discourse-cdn.com/v4/letter/s/dec6dc/32.png) [@simon3](https://community.ultraloq.com/u/simon3)\ **Post date:** [January 24, 2023, 5:03pm UTC](https://community.ultraloq.com/t/utec-customer-support-ignoring-me/5806/1 "2023-01-24T17:03:52Z")
I raised a support query regarding a faulty deadbolt. a few months ago. UTec agreed to send me a replacement deadbolt if I paid $40 shipping. I wasn’t too happy but paid it anyway as I have a hole in my door right now and no way to secure it. Over thepast few weeks I’ve asked for the shipping details but not heard anything from support .Yesterday I received a package with no documentation and a deadbolt for a completely different model. I wasn’t even sure if it had come from Utec and emailed support twice and they just won’t reply. I’m not sure what to do. Does anyone have the phone number of the company director so I can call them and get it sorted? ---
**Author:** ![Murphy1](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/murphy1/32/1100_2.png) [@Murphy1](https://community.ultraloq.com/u/Murphy1)\ **Post date:** [January 25, 2023, 11:55pm UTC](https://community.ultraloq.com/t/utec-customer-support-ignoring-me/5806/2 "2023-01-25T23:55:10Z")
Contact the store you purchased it from, let them know the details and see what happens. ---
**Author:** ![simon3](https://avatars.discourse-cdn.com/v4/letter/s/dec6dc/32.png) [@simon3](https://community.ultraloq.com/u/simon3)\ **Post date:** [January 26, 2023, 8:53am UTC](https://community.ultraloq.com/t/utec-customer-support-ignoring-me/5806/3 "2023-01-26T08:53:48Z")
I bought it directly from u-Tec ---
**Author:** ![Christal](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/christal/32/1912_2.png) [@Christal](https://community.ultraloq.com/u/Christal)\ **Post date:** [January 26, 2023, 3:43pm UTC](https://community.ultraloq.com/t/utec-customer-support-ignoring-me/5806/4 "2023-01-26T15:43:42Z")
Hi. This is Christal from U-tec. Could you please provide your ticket number? So we could take a look. Please feel free to contact us at (844) 439-8832. We are open from 7 AM until 6 PM PST Monday through Friday. ---
**Author:** ![Michael13](https://avatars.discourse-cdn.com/v4/letter/m/77aa72/32.png) [@Michael13](https://community.ultraloq.com/u/Michael13)\ **Post date:** [January 27, 2023, 3:31pm UTC](https://community.ultraloq.com/t/utec-customer-support-ignoring-me/5806/5 "2023-01-27T15:31:14Z")
I’m still within the return window with Amazon for my lock. I’m about to pull it off my door and return it because I have also been given the shaft by support. I submitted a ticket and gotten no response. I call and the one time I could get through they said my ticket wasn’t “routed” correctly and that I should get a response in a couple hours. Guess what, I didn’t. Now trying to call back and I’m on hold endlessly until it eventually goes to their voicemail which I have also left with no response back. By Monday if I haven’t heard back, I’m taking the lock off and buying another brand that actually works. ---
**Author:** ![simon3](https://avatars.discourse-cdn.com/v4/letter/s/dec6dc/32.png) [@simon3](https://community.ultraloq.com/u/simon3)\ **Post date:** [January 29, 2023, 5:55pm UTC](https://community.ultraloq.com/t/utec-customer-support-ignoring-me/5806/6 "2023-01-29T17:55:48Z")
122763 - Still waiting for a tracking number for a warranty replacement deadbolt. ---
**Author:** ![simon3](https://avatars.discourse-cdn.com/v4/letter/s/dec6dc/32.png) [@simon3](https://community.ultraloq.com/u/simon3)\ **Post date:** [February 3, 2023, 2:31pm UTC](https://community.ultraloq.com/t/utec-customer-support-ignoring-me/5806/7 "2023-02-03T14:31:22Z")
THANKS FOR CONTINUING TO IGNORE ME. I’LL BE SURE TO LEAVE NEGATIVE REVIEWS EVERYWHERE NOW. Incompetent, rude , unresponsive ---
**Author:** ![Christal](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/christal/32/1912_2.png) [@Christal](https://community.ultraloq.com/u/Christal)\ **Post date:** [February 3, 2023, 3:41pm UTC](https://community.ultraloq.com/t/utec-customer-support-ignoring-me/5806/8 "2023-02-03T15:41:39Z")
Hi Simon, Sorry for the delay. I have already queried the warehouse about the tracking information of your deadbolt. Just as soon as I hear something, I will post it in the ticket. ---
**Author:** ![Logan](https://sea2.discourse-cdn.com/flex020/user_avatar/community.ultraloq.com/logan/32/1911_2.png) [@Logan](https://community.ultraloq.com/u/Logan)\ **Post date:** [February 6, 2023, 5:52am UTC](https://community.ultraloq.com/t/utec-customer-support-ignoring-me/5806/9 "2023-02-06T05:52:33Z")
@simon3 We updated your tracking info. Please check your submitted ticket when you have a chance.