Tom F.
Poor manufacturing and customer service.
Originally we ordered (2) Commercial Grade Privacy Vizilok Indicator Lock and Lever in 646 Satin Nickel (C3FN). Both locks failed in the first 30 days of installation. We reported the failures and were informed that the P/N C3FN was no longer available and we needed to purchase another model of which we did, for an additional $60.00. We received (2) C5FN-R ADA Compliant Left/Right reversible handles of which were facing the wrong direction and are not reversible. Upon contacting Vizilok, were told we ordered the wrong product and there was nothing they could do. We could however, receive 50% credit if we bought two additional locks. And then hung up.
Response from VizilokMar 14, 2019
Dear Tom, I understand your frustration. The ADA locks, that you received as a replacement and paid the difference are listed as sided. "ADA Compliant Commercial Grade Privacy Vizilok-Indicator Lock and Lever in SATIN NICKEL- Right Sided. ". We never marketed them as reversible. By trying to reverse the right-sided lock to work on the left-sided door, you brake both locks. All you needed to do was to call us for exchange. We would love to cover this situation with warranty, but our 12 months replacement warranty covers only manufacturer defects. After you refused our attempts to mitigate this issue by providing you the 50% credit, we asked you to write us the email and proceed the negotiation by the email. We have a lot of calls from customers and cannot spend on the phone for longer than 20 min. We never received the email, though.