I have a problem with the u200 lock I bought a year ago. I have a problem known probably to all of us with its noise and operation problems. Through email and the aqara app I made a ticket. Support got back to me at first, asked for a video, order number, asked to recalibrate the lock,update FW, etc. I did all these things (they did not help) and provided the required evidence and documents.
At this point contact with support ended. It’s been a week now and I haven’t heard from support. I tried to write to them several times, I also created em a new ticket, but still silence. I’m left with a broken, non-working lock, with no help from the manufacturer, and I don’t know what to do next. Do I disassemble it and with the help of youtube tips lubricate it myself or wait because they will kindly get back to me and replace it under warranty.
Have any of you had a similar problem with support not responding? Is this normal behavior on the part of aqar?
@gonzolex Thank you for sharing your experience—I’m really sorry to hear about the trouble you’re having with your U200 lock and the lack of response from support. That’s understandably frustrating, especially after you’ve gone through all the recommended troubleshooting steps like recalibration and firmware updates, and provided everything support requested.
While some technical issues with the U200 (such as noise or operational problems) can sometimes be addressed by updating firmware, calibrating, or checking the physical installation (as referenced in the official troubleshooting guides), you’ve already covered those bases. When the usual steps don’t help and support becomes unresponsive, it’s definitely not the experience anyone should have.
As for your question about whether this is normal—most users report timely responses, but occasional delays can unfortunately happen. Community members here have sometimes also experienced longer wait times, especially during busy support periods, but a full week of silence after providing all requested information is not standard or acceptable.
Given your situation, I strongly recommend the following actions:
- Please contact Customer Service Team by Aqara Home App (Profile > Help & Feedback > Customer Service) or scanning the QR code below, which will be efficient:
- If you do not have an Aqara Home account, please click here to create a ticket.
If you’re still not getting a response after these steps, I’d encourage you to continue sharing your case here—sometimes public visibility helps escalate the issue. Also, please avoid disassembling or lubricating the lock yourself if it’s still under warranty, as this could void any potential replacement or repair from Aqara.
Has anyone else in the community dealt with similar support delays? Please feel free to share your experiences or tips—your input can really help others in the same boat! And let’s keep each other updated if you hear back from support or find another solution.
Sorry to hear that you don’t have a good user experience with the Aqara U200 door lock. We are working on solving the issue with you, please check your email and follow the instruction