susan L.
title:Defective out of the box and…
title:Defective out of the box and customer service refuses to replace it! I ordered a lockset from Swisco and it was Defective out of the box. Customer service refuses to replace it. It arrived with one of the manufacturing rivets “popped out” of the plate. Despite this being an obvious factory defect with pictures to support our claim - customer service has refused to replace the part and it is incredibly disappointing To receive broken hardware and no support. The installer said if we don’t get a new faceplate with rivet the lockset will fail rapidly with use because of the stress on the one existing upper rivet. It’s bad enough we have to pay him to come back but I can’t even get them to send me the replacement part. Today I was told that the lock set isn’t appropriate for our door but when I went to the website, it clearly said that it was OK for doors up to 1 3/8 inch thick and ours is only one and 1/8 thick. Additionally, the locket was installed and works beautifully, but without the rivet, the vibration is going to loosen the plate. We just want the correct hardware sent out. The response I got was inaccurate. The website specifically says lockset will work in doors up to 1 3/8” I forwarded that to the company. The lockset works beautifully in the door. It arrived with one of the faceplate rivets out. We have been asking for a new faceplate with the divers in tact since August 10. We have provided photos for documentation. The replies never change no matter what proof we send. We didn’t break anything. It was a manufactures defect I need the part with both rivets
Response from SWISCO,INCAug 19, 2026
Hello Susan, Thank you for sharing your feedback. We always strive to ensure our customers find the right fit for their project. As discussed in our communications, because this specific handle set model is not compatible with your door setup—which contributed to the installation stress and damage—we issued a full refund for your order. Because a full refund has already been provided, we are unable to send replacement hardware or cover third-party installer fees. If you would like assistance identifying the exact compatible hardware model for your specific door specifications so you can place a new order, our technical support team is always happy to help. EDIT: It looks like Keon was able to get this fixed for you! Glad you were able to make a new purchase with us. Glad everything worked out.