UPDATED REVIEW: So after slightly over a year, the support team finally reached out to me about the RMA request and promptly sent me a replacement part without much hassle, which was rather surprising when I saw it considering the warranty period was long over by that point and I had given up on it. Fortunately, I still had the lock, so at least I have something to make of this now. However, I cannot give this more than three stars because while the product itself works fine as mentioned below in the previous review, the customer support does not inspire confidence, and a quality customer support is a deal breaker in this day and age where you can find a dozen different companies selling the same or similar products (for similar pricing too). Kudos to them for finally getting around to fulfilling their duty as support, amazingly, but taking a year to do so is still ridiculously bad. To give the benefit of the doubt, though, maybe they got better support staff in between then, so I will stay neutral on this overall. =========================================================================================================== PREVIOUS REVIEW: First to start with a few good things about this lock. It is very easy to set up and install. It comes with two keys and one small remote control with a lock and an unlock button. The remote works from over 50 feet away, is easy to set up, and and is very responsive for the most part. The remote locking is powered by 4x AA batteries, which will keeping it going for several months.The locking mechanism is a bit noisier than others locks that I have used with a second unlocking mechanism, but noisiness can be relative. The product also looks nice and solid on the outside, and worked great... until the problems started. This lock has a motor which responds to the remote control to lock and unlock the thumb turn, but only after a few cycles of locking/unlocking, the mechanism started to get stuck. I can see and hear the motor running, but it will fail to lock or unlock most of the time, causing the lock to jam to where I have to use the key to force unlock. It can get so bad to where even the door knob itself will not turn unless forced. I have to do everything manually, and even then, I can only turn the knob clockwise to open and close the door or it will get stuck. It can work fine as a normal keyed lock if I ignore the remote function, but that completely defeats the purpose of buy this over a cheaper keyed entry. Unfortunately, I waited too long to thoroughly test this lock because I was in the process of moving, so I could not simply return it. Instead, I tried to request an RMA since it still has manufacturer warranty. However, the support for this product is clearly handled by one guy who is too busy to respond to his emails (and it seems to always be full). It took a few days and tries before I got a response. At first, it seemed like the guy was helpful and understanding of the issue--since it sounded like a commonly known issue with these locks--, and he was going to ship me the replacement part. I got a confirmation number notifying me of a pre-shipment on June 6, but that was where it ends. Fast forward five weeks and several attempts at trying to communicate later, the confirmation number still says "pre-shipment info sent to USPS," and I still have not received a response from their support. I originally wanted to wait for the issue to be resolved before reviewing this product since I understand that defective products happen, but since I still have a defective lock that works little better than a passage lock, I decided it was time to give my judgment and make myself feel a little bit better about the money that I wasted on this lock. Certainly, I may have just been extra unlucky with this product, but with a mechanism that easily fails and a sketchy and unresponsive support, I would not recommend this product at all because if/when yours fail, you too will be out of luck.
