Lorenzo Stanton
United States- 1 Reviews
Review of Vizilok
"I always have to contact customer…"
I always have to contact customer service to complete an order since I order amounts that do not correspond to the quantity free shipping and discounts. So I have to have them make the order free shipping. They are almost impossible to get on the phone. They do not reply to messages left. The product itself is of poor quality and my client is constantly having to replace these. They manage to survive just past the 6 month warranty. I wish there was another company that made these better. Maybe there is a reason no one does. Until then this is my only option for my client.
Date of experience: Jul 27, 2022
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Dear Sir, Thank you for your review! Customer satisfaction is our first priority. This was the reason: 1. We waived the shipping cost from your yesterday's order even though the quantity was not corresponding to our shipping policy (we offer free shipping on Package with 6 locks only). 2. Our customer support works Mon-Fri 9am -6 pm EST. If you get the voicemail within our business hours it means that our customer support is busy with other customers. You received the email answer on your voicemail within 30 min after you left a message. Our customer support SLA is less then 60 min. 3. Regarding the quality concern: According to our Warranty we replace any product with factory defect within 6 months of purchase completely free of charge (including S&H). After that, we are offering 50% off the new purchase, given that the locks are not vandalized. You bought 2 ADA compliant locks in March 2021. We did not receive any complaints from you, but rather you ordered 8 heavy duty indicator locks yesterday, negotiated free S&H (which is contradicts our policy), received the invoice within 30 min of your inquiry. 4. We are always working to improve our customer support, as well as the product offering. We are planning to release, the heavy-duty ADA compliant collection by the end of 2022. You may want to consider the indicator deadbolt from Schlage, or indicator lock from Cal-Royal. We have more than 10,000 happy customers, who stays loyal to our brand. FYI, ADA compliant Vizilok is protected by pending patent.