I wanted to share a truly positive experience I recently had with Schlage and their customer service team. A few weeks ago, I encountered an issue with my Schlage Connect keypad. It started acting sporadically, with no lights or indication of key presses, and eventually stopped working altogether. The ST app indicated the battery was at 98%, and I could still lock/unlock through the app, but the keypad itself was unresponsive.
I decided to replace the batteries, only to find the internals soaked in water. It turned out that the vent beside my front door was causing condensation to build up inside the keypad. When I took it apart, water literally poured out onto the floor. I called Schlage, explained the situation, and to my surprise, they immediately told me they would send out a replacement keypad without asking for the return of the faulty one.
During the call, I mentioned that I had another Schlage keypad in the basement that wasn’t experiencing this issue and that I was planning to add another one to my garage door since we really like their product. Last night, a package arrived at my door just before 8pm. Inside, instead of just a keypad, there were two complete locks brand new in the box!
I can only speculate why they sent two locks. Maybe it was a proactive move because I mentioned having another keypad in the basement that might experience the same issue. Or perhaps it was because I expressed interest in adding another lock to the garage door. Either way, Schlage has gained a customer for life with their exceptional service and generosity.
This experience has been quite the opposite of my past dealings with other companies. The level of customer care and proactive thinking is truly commendable. I just wanted to take a moment to share this story and express my gratitude to Schlage for their outstanding service. It’s rare to encounter such kindness and professionalism in today’s world, and it’s something worth celebrating.