Discussion
i bought some Yale euro 3 lock cylinders for my house on Amazon, and these come with keys which you can only get from Yale themselves. There is no way to have them cut anywhere else. You provide a 12-digit code to the Yale doors and windows website (which I believe is a service outsourced to Assa Abloy) and then they supposedly have everything they need to reproduce perfect key copies. Except when they arrived, they didn't work in the lock. I looked and they were slightly different in appearance to the originals. So, i complained and they sent me a second set. They still didn't work!
The only way they could get it right was to send me an entirely new lock cylinder with the number of keys that I wanted in total. They literally had to replace everything.
Now, they are saying I have to send the original cylinder back to them, even though I bought it from Amazon. I don't think I am obligated to send it to them, am i?
The only way they could get it right was to send me an entirely new lock cylinder with the number of keys that I wanted in total. They literally had to replace everything.
Now, they are saying I have to send the original cylinder back to them, even though I bought it from Amazon. I don't think I am obligated to send it to them, am i?
I'd have thought that was reasonable - they send you a new cylinder and keys to match, and they get the old cylinder back, presumably so they can find out why the code didn't match the lock. Unless they want you to send it before, or a re demanding you send it via rickshaw, at your own cost, I genuinely can't see an issue.
Well in theory yes sending it to them would seem fair but the context is that this is weeks of inconvenience (it takes 5-10 working days to turn around each key order) and they've been real nobs about it every time i've spoken to them. If it wasn't for their incompetence they wouldn't have needed to send me a new cylinder at all! They've never offered any compensation or a refund, or anything like that. Never even apologised. If I didn't have to send it back to them then I think I'd keep it and return to amazon for a refund.
Blown2CV said:
Well in theory yes sending it to them would seem fair but the context is that this is weeks of inconvenience (it takes 5-10 working days to turn around each key order) and they've been real nobs about it every time i've spoken to them. If it wasn't for their incompetence they wouldn't have needed to send me a new cylinder at all! They've never offered any compensation or a refund, or anything like that. Never even apologised. If I didn't have to send it back to them then I think I'd keep it and return to amazon for a refund.
I think you might be getting close to working something out here, you know.
dhutch said:
Mr Pointy said:
Right, so you'd like to announce to the world you're thinking of commiting fraud. Now who's the idiot?
Presumably the same guy who bought a front door lock mail order?Not sure that's something I would do, even from a large retailer.
Daniel
the point is that i didn't buy the cylinder from them directly, so I don't think I am obliged to send it to them as if it were a faulty return. It isn't fraud. The only reason they sent me an alternative cylinder is because they are f
king idiots who were incapable of cutting the keys properly. I didn't ask them for a replacement cylinder, and I didn't particularly want one either. They offered because they were out of options with their stupid way of working. There is absolutely no insinuation that the original cylinder i bought is faulty, nor that they need the cylinder back to do any kind of fault finding. When I asked the customer service woman why I should send it to them, she effectively said "because it's ours" - which it isn't.
king idiots who were incapable of cutting the keys properly. I didn't ask them for a replacement cylinder, and I didn't particularly want one either. They offered because they were out of options with their stupid way of working. There is absolutely no insinuation that the original cylinder i bought is faulty, nor that they need the cylinder back to do any kind of fault finding. When I asked the customer service woman why I should send it to them, she effectively said "because it's ours" - which it isn't. Blown2CV said:
the point is that i didn't buy the cylinder from them directly, so I don't think I am obliged to send it to them as if it were a faulty return. It isn't fraud. The only reason they sent me an alternative cylinder is because they are fking idiots who were incapable of cutting the keys properly. I didn't ask them for a replacement cylinder, and I didn't particularly want one either. They offered because they were out of options with their stupid way of working. There is absolutely no insinuation that the original cylinder i bought is faulty, nor that they need the cylinder back to do any kind of fault finding. When I asked the customer service woman why I should send it to them, she effectively said "because it's ours" - which it isn't.
Stop being a collosal sausage and just send em the old one back. I think they have provided good service in your circumstances and are far from “idiots”.king idiots who were incapable of cutting the keys properly. I didn't ask them for a replacement cylinder, and I didn't particularly want one either. They offered because they were out of options with their stupid way of working. There is absolutely no insinuation that the original cylinder i bought is faulty, nor that they need the cylinder back to do any kind of fault finding. When I asked the customer service woman why I should send it to them, she effectively said "because it's ours" - which it isn't. I have a total of 52 yale locks fitted to my btls that ive had to order replacement keys online for here and there. Not one has ever been wrong.
I presume you have the code on a little plastic card that was attached to the original set of keys?
Maybe it was something as simple as the wrong card getting mixed up with the wrong keys? I’m not sure why you are blowing your top at Yale themselves when you didn’t even buy the keys from them in the first place?
Like someone has already said, why don’t you just do the right thing and send them back so they can investigate, without getting all indignant about it?
Maybe it was something as simple as the wrong card getting mixed up with the wrong keys? I’m not sure why you are blowing your top at Yale themselves when you didn’t even buy the keys from them in the first place?
Like someone has already said, why don’t you just do the right thing and send them back so they can investigate, without getting all indignant about it?
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