8/23/2018 UPDATE: We just updated the video above to a better video from our colleague Terry Whin-Yates.
Came across an interesting blogpost today that has several comments by product users, all complaining about similar problems shortly after installing Kwikset Smartkey locks.
One such comment by a poster....
"Our smartkey failed this evening. We locked both deadbolt and door as we left, came home to locked out. I called kwikset and after working with them on the phone trying to wiggle the key to the 1/4 turn position to try and get it to the learn position – nothing worked. The customer support person said since we had keys duplicated using the grinding method instead of having a locksmith stamp them out the keys had made the cams in the lock out of alignment. I asked CS how we will get in if we are on the OUTSIDE wanting in and he said we would have to either find another way in or drill out the cylinder. They are sending a replacement cylinder. No thanks – I don’t want to take the chance."
Another...
"My husband just bought this and installed it yesterday. While “rekeying” to our key, it stopped working! Now both the key that came with it doesn’t open the door nor the new key. I was looking for the company’s website for troubleshooting the problem and found this! Glad we kept the receipt as this installation is not continuing! Thank you all for commenting! You are saving more people from getting ripped off with this lock!"
Another...
"What a nightmare.My baby boy moves out to his first house and buys the kwikset smartkey to assure his security.comes home one night,pouring down rain and 28 degrees outside cant get in the house the key doesnt fit the lock .He has to sleep out in the car all night long.what a nightmare.never again will a smartkey be bought especially $80.00.there needs to be a recall on the kwikset smartkey.what a let down."
Another...
"What a joke, installed YESTERDAY, worked perfectly fine until coming home today with groceries and a 6 month old, to find out our key no longer worked. Was told by customer service that this is NOT an issue and people do not have this problem (Obviously I told him to check this website, because he was wrong)
Option one, I can take the deadbolt off my front door to bring to Home Depot and have them fix the lock, which would leave my house unsecure as there would be NO lock on my door. The other option is to wait 5-7 days for a new lock from them. He said the new lock they will send me is more efficient then the one month old lock already installed and he guarantees it will not have this problem.
In the meantime, how the heck am I supposed to get in and out of my house if my lock doesn’t work?
WHAT A JOKE! Take these stupid things offffff the market"
Another...
" I received the new smart key cylinder from
Kwieset and installed it on the front door. From the get-go I had problems, only some of the existing keys worked. Bought new keys and they seemed to work better for a short time. Now they are giving me problems. I have to jiggle them inside the lock to unlock the door and even now they are giving me problems. Finally I had enough: no trust in the lock and never knew when I would be locked out again. I took the smart key cylinder out and installed the old lock, which is a non smart key. At least now I have peace of mind that it will always work. I am keeping the old smart key locks, because I know with all the problems that everybody is having, there has to be a recall and maybe I can get my money back, but I will not hold my breath. Keep complaining to Kwikset about the so called smart key. I wasn’t very smart to buy it in the first place."
Many people seem to think that locksmith services are too expensive. In fact locksmith services are often cheaper than purchasing the DIY products from the big box hardware stores, because locksmiths have taken the time and training to master their product lines. Installation, service, maintenance all taken care of by a true technician with experience in the field.
I understand the perception that DIY is often cheaper, but realistically the locksmith (one of the oldest professions) has deliberately trained to service, advise and protect consumers from the poor advice and suggestions often received at the big box stores from untrained, unknowing part time sales assistants.
I regularly see both Kwikset Smartkey and Schlage Securekey products in the field. Often they are purchased by consumers at the big box hardware stores because most locksmiths refuse to stock them.
I can easily reset the tumblers for clients, often because they have lost the reset tool for the Kwikset or are simply unaware that the process is uncomplicated. The Schlage Securekey is a little more complicated process to re-key, but this is because many customers no longer have access to the blue reset key.
For the better (and often cheaper) products, visit your local locksmith today and find out the why's and how's behind purchasing suitable functional and correct locking systems and products.
See also Kwikset Smartkey Locks - Making Keys
I like this.
ReplyDeletelocksmiths
I just had a renter locked out of her apartment due to the door NOT being able to be unlocked by any key! There were no other access areas, so I had to remove the door trim and break the door in! So, now I will likely have to replace the door because of the patch job I had to due this winter. Then I see that this is a known issue with these sets!! I will return it and NEVER get another one....good idea, faulty product! Shame on you Kwikset Smartkey manufacturer!!
ReplyDeleteWe got the smart-key a few months back. At the start, we had many problems and the company had come to our house multiple time to "fix it". After they "fixed it", within a week another problem occurred. Mostly, the company told us we had done something wrong when we never touched it. Their employees did everything. Now like most of you, we cannot lock the door. Thankfully, we knew something like this would happen, so we got a back-up chain lock for the time being. Very unsatisfied with their work.
ReplyDeleteI've installed 11 Kwikset and Baldwin Smartkey level sets and deadbolts in my owner-occupied 2 family. After 3 plus years of use, they continue to work without incident.
ReplyDeleteIn many cases the product is okay and continues to work well, however often a problem can occur when "non-original factory produced keyblanks" are used to duplicate original keys.
DeleteAs a locksmith my best suggestion to you is to go with the old traditional Kwikset hardware. These locks sometimes fail and it's just when you really want to get inside your home...
ReplyDeleteI wrote Kwikset about the thing locking when trying to rekey it. They wrote back this IDIOTIC question as a reply: "Why would you not want to re-key correctly?" Like I did it ON PURPOSE!!!
ReplyDeleteParents had a Weiser smart key lock installed on my apartment door. Been here for less than 3 years and have had to rekey more than once. Got fed up last night when lock would no longer 1/4 turn and bought a new lock without this stupid technology! These products need to be recalled because clearly there are manufacturer's defects!
ReplyDeleteI hope you purchased your new product from a locksmith as opposed to a big box hardware store. Supporting small businesses like locksmiths is fundamental to local economies and they generally provide you with a higher quality standard of care.
ReplyDeleteThis comment has been removed by a blog administrator.
ReplyDeleteHey Kwikset. You just lost another customer.
ReplyDeleteI have purchased eight Smart-Key locks, and three electronic 909 Smart-Key locks and have had no problems. They are easy to re-key in a matter of seconds, and I have done this many times. Providing you change the batteries about every six months, you should have no problems.
ReplyDeleteHave used the Smart Key on several doors in two homes without incident. All my duplicate keys were cut at Lowes and I made sure they were not only "passed over" twice to achieve as accurate a cut as possible, but were well brushed clean of any filings. My locks have operated smoothly every time.
ReplyDeleteI have installed hundreds of Smartkey locks throughout 2 apartment complexes since they first came out. They MUST be re-keyed using an original stamped key and not a copy. Re-keying MUST be done slowly and carefully to insure that it doesn't become a problem later. The cylinder MUST be exactly at 90 degrees in the detent when you re-key it. If these 3 things aren't followed exactly, you may need a Smartkey Reset Cradle to fix the problem at an odd time when you need the lock to work. Occasionally, you will get a dud. These duds usually won't hold a setting at all or they may hold for a couple weeks. These are rare. I've only encountered 3 out of hundreds. They were returned for replacement. I still buy these locks and consider it a time saver with the problem itself being very rare. Usually when these locks randomly mess up, the problem was that it was re-keyed too quickly, slopily, or with a copy.
ReplyDeleteI tried to rekey , took the key out by mistake ,now neither of the keys work. what can I do?
ReplyDeleteContact a locksmith who carries the reset cradle and have it reset.
ReplyDeleteThis comment has been removed by the author.
ReplyDeleteI recently bought a Smartkey double cylinder deadbolt. The outside deadbolt only works when a key is in the inside cylinder. Kwikset doesn't have the same lock in stock, so they are sending me some sort of work around replacement whereby I use part of what they are sending me. Their rep said that it will make sense once I get the delivery.
ReplyDeleteWe'd be pleased to know the outcome if you care to share. Your description of your issue is confusing because the tailpieces at the rear of key cylinder are designed to spin free. They are not connected to the core at all. If your issue only occurs after installation to the door, perhaps it is an alignment problem with the two tailpieces, where they are not symmetrical. Rather odd, that your recently purchased product is already discontinued.
ReplyDeleteI had the similar problem on "re-keying" one of the cylinders of a double cylinder lock, after "re-keying" the lock was frozen or locked out. I called Kwikset and a very nice Customer Service Rep (Karen) walked me through how to resolve this.
ReplyDeleteShe had me:
1) lock the lock with the cylinder that was working (could probably do with the inside thumb turn also)
2) then insert the key that I used to "re-key" the lock in the frozen or locked out cylinder
3) slowley remove the key one notch at a time while trying to turn the key 90 degrees (I was able to get mine to turn after pulling out to the second key notch)
4) Once you have it to the 90 degree position
5) insert the re-key tool
6) remove the key
7) re-insert the key and turn a full 180 degrees then back 90 and remove the key
Kwikset says occasionally you will get a mis-key or bad setting, this was their fix to reset the lock. It worked great. Have to admit I was a doubter that is would from reading the reviews, but Karen walked me through it with success.
Purchased 6 kwikset smart key locks and four out of six have failed. Should of researched the Web first. Locksmith fixed one but second one he couldn't.
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Just had to replace my Kwikset lock because the latch component failed. Could lock and unlock the door and the knob would turn but failed to disengage the frozen latch. Had to take the door off the hinges to remove the damn lock. Never seen anything like it before. What a pain, thank god we had record breaking warmth in the northeast today as it would have been horrible to remove my outside door in 20 degree temps.
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