I want to preface this by saying that my experience with Schlage Customer Service has been truly outstanding, exceeding all expectations.
A few weeks ago, I encountered an issue with my Schlage Connect smart lock, specifically the keypad. It began to malfunction intermittently – sometimes unresponsive with no lights or feedback when pressing keys, and then eventually, it stopped working altogether. The SmartThings app indicated a healthy 98% battery level, and I could still lock and unlock the door remotely via the app. Despite the battery reading, I decided to replace them as a troubleshooting step. That’s when I discovered the problem was much more significant: the internal components were soaked with water. It turns out the vent near my front door was directing cold air onto the interior side of the lock, causing substantial condensation to build up inside. As I disassembled the unit, water literally poured out.
Frustrated but hopeful, I contacted Schlage customer service. To my surprise, the representative asked very few questions, quickly understanding the situation. I mentioned during the call that I had another Schlage lock in my basement that was not experiencing this issue. I also shared my positive experience with their products and my plans to install another Schlage lock on my garage door soon. The representative informed me that they would send out a replacement keypad.
Then, last night, a package arrived just before 8 pm. Instead of just a keypad, I was astonished to find not one, but two complete, brand-new Schlage lock sets in the box! I can only speculate that perhaps the representative considered my mention of the basement lock and proactively sent an extra unit, anticipating potential future issues. Or, maybe it was simply a gesture of goodwill based on my expressed satisfaction with their products and my intention to purchase more. Regardless of the exact reason, Schlage has solidified my loyalty. Their proactive approach and generosity have truly made me a customer for life.
I felt compelled to share this experience because I have rarely encountered such exceptional treatment from any company in the past. Schlage customer service has set a new standard in my book. For anyone considering smart home security, and especially Schlage products, know that their customer support is as reliable and top-notch as their devices. If you’re looking for peace of mind with your smart lock, Schlage and their customer service are definitely worth considering.
