Lockly Secure Pro Latch PGD628WMB Wi-Fi Smart Lock with Fingerprint, Keyless Entry Door Lock with Patented Keypad, Works with Amazon Alexa and Google Assistant, Matte Black

Today, I received an email offering a $20 "refund" if I delete my review because they've "changed to another manufacturer to ensure better quality and service based on [my] review. " The email was written in broken English, it arrived nearly nine months after I'd written my initial dissatisfaction review, and it clearly did not address the root of my complaint - They could have improved their customer service if they had read my review and tried to act on it; instead, they hired a third-world "customer service" company to help them remove negative reviews from Amazon. I'm not sure if this is allowed under Amazon's Terms and Conditions, but it appears to be a red flag. br>br>ORIGINAL REVIEW: In terms of first impressions, the lock appears and feels solid. It took a lot longer to install than I expected (having previously installed other smart locks, as well as regular locks), but it worked out in the end. br>br>When I first installed it and set it up through the app, I had some issues with the lock - In particular, the app's display of the lock and door status. The status would always say "locked" and "closed," despite the fact that it wasn't. So I tried figuring things out on my own for a while before giving up and calling the tech support number. br>br>The first thing that struck me as odd was the lack of a toll-free number for tech support. There is no charge for this service. While I'm not sure what to make of toll-free numbers, I'm sure they're important. Although free phone numbers aren't as common as they once were (since no one pays long distance anymore), they did make the company appear cheap, especially given the lock's $300 price tag. br>br>When you call the number, you'll be given a few choices, the first of which is "installation support. " After selecting this option and listening to some elevator music, I was abruptly transferred to an employee's voice mailbox. No, not a generic voice mailbox that says "you've reached installation support," but a specific employee who asks you to leave a message for her. I dialed a number and then thought to myself, Maybe I should call again because there has to be more than one employee doing the "support. " I did it again, but this time I selected option 2, "existing product support. " I was transferred to the same employee's voice mailbox after a brief interlude of elevator music. I didn't leave a second message because I didn't think it was necessary. However, based on my experience, this does not appear to be a very reputable company. br>br>So here I am, two days after installing the lock and still unable to get it to work properly, despite receiving no assistance from the manufacturer. I'll update this review once the issue has been resolved, but it hasn't been a pleasant experience thus far. I'm crossing my fingers that this isn't representative of the lock's overall performance over its lifetime. br>br>Recent changes: br>br> It's been a week since I first contacted tech support, and they've had trouble getting back to me during that time. They were getting errors/busy signals (on a mobile line!) when dialing my number to get in touch with me (despite the fact that every other person who calls me does not have this problem), so we've mostly communicated via email. They forced me to record my screen to demonstrate how the app works, take multiple photos of the lock, remove the lock, check connections, and take videos of the lock during this time, as well as send them log files from within the app. Their "engineers" required all of this in order to pinpoint the issue. br>br>After a week, I was told that a replacement wire and door sensor would be sent out, which I would have to replace myself. In order to replace it, I'd have to break a seal that expressly states that breaking it will void the warranty. I was told not to be concerned because they will record that I was instructed to break the seal in their records. I will, of course, not do so and will instead return this item to Amazon. br>br>It's a shame because I liked the lock and had hoped they'd fix it. However, after my horrible tech support experience and their refusal to fix things to my satisfaction, I can't justify keeping this lock. I expected nothing less than a replacement lock because the lock had been malfunctioning since the beginning. The lock, as I previously stated, is quite nice, but if you do decide to buy it, please pray that nothing goes wrong with it.

Sloane O’NEILL

| Jan 24, 2021

I couldn't get it to pair with my phone via Bluetooth at first. The codes were not able to be activated. A new code was sent to me by customer service, but it didn't work either. The fingerprint feature is inaccessible if your knob is on the right side and swings to the left. Because the fingerprint access is on the right side, your finger will most likely not fit if the door is closed! I talked to them about it and told them they should put it on the front so it wouldn't matter which side of the door they installed it on. It's perplexing why they designed it in this manner. especially since, depending on your door swing, the lever can be positioned on either side.

Louise Lawson

| Aug 07, 2021

This isn't at all user-friendly! As a result, I'm in desperate need of a smart home. I have a habit of purchasing the most recent items and trying them out. I've tried a lot of different smart locks and deadbolts, so this review isn't going to be easy. br>br>Begin with a summarybr>- Deadbolts are not compatible with residential doors. br>- uses square-shaped latches, which necessitate the carving out of your doorbr>- There is no support for smart home systemsbr>- Customer service is atrociousbr>- incredibly difficult to set up and installbr>- Codes must be between 6 and 8 digits. unable to use 4br>- The finger print reader works about 30% of the time and can only be enrolled if you are there with an active Bluetooth connection to the lock so there is no remote setting up of people
- You can't reach the finger print reader because it's so close to the door jam.
- Read on for more information on the unattractive long latch and industrial look. I wrote a comprehensive review of the following: )br>br>At first, I was ecstatic because it felt solid and well-made when I unpacked it. However, my excitement quickly faded when I saw the do not lose card, which I had to keep for the rest of my life, as well as the four additional manuals that explained how to install and assemble the system. Then there's a whole app dedicated to assisting you with the hardware installation. Yes, it's that difficult; it's not your typical two-screw-out, two-screw-in lock, but I'm up for a challenge, and I'm a handyman. I called customer service because there are so many Models in the app that look the same, and it doesn't know which of the ten models it is even after scanning your QR code. Seriously, you scanned the QR code and still require additional information from me? Come on. br>br>However, I digress; customer service was terrible; all they said was "select the latch model. " To get them to understand that there are multiple models with latch in the title, I had to take a screenshot of their own app. br>br>So I moved on to the software, which, unfortunately, does not support smart home systems in any way. Nothing to do with smart things, nests, or winks. You can add it to Google Home, which is a minor victory, but not a significant one in terms of app consolidation. br>br>As I progressed through the setup, I discovered that 6 to 8 digit codes are required. There are no options for doing 4. I'm a mother of three. 4 digit codes have always been our thing. If ATMs can do it, your lock should be able to do it as well. Because it is difficult to remember random numbers, 6 digit codes are more likely to be hacked. So your first instinct is to look for birth dates or phone numbers, which are the most common things that hackers look for. Unfortunately, this isn't the case: br>br>However, I reasoned that it wouldn't be a big deal if I used the finger print reader. Which means you can't enroll fingerprints remotely because you have to use bluetooth, but it does encourage you to enroll the same finger twice, which shows how confident they are in their ability to read your fingerprint. So I went ahead and did it. Then I gave it a few tries right away. On the third or fourth finger read attempt, it almost always opened. br>br>However, for the sake of completeness, I decided to give it another week of active use before abandoning it. I began the time-consuming installation process. Because they have square rather than rounded outlines, I had to chip out the spring latch indents on the door's edges to get it in. Only to find out that it isn't designed for residential doors. ( What! I'm serious. Yes, you can't use this lock if your door has a deadbolt. Look at the photos I took. To use this, you'll need to purchase an undrilled door and adjust the location of your deadbolt. br>br>However, I persevered, thinking, "OK, I'll patch the dead bolt hole and wood fill it if I like the lock fingerprint usage. " br>br>After only a few moments, I realized the finger print was on the door jam side, and there was no way to change it. You can't really get your finger on the reader because of the weather stripping and trim that all residential exterior doors have. Please look at the photos. Such a dreadful design. br>br> They couldn't have made a bigger mess of it. br>br>I suppose if you have a flat door in an office building, it might work, but not consistently. To top it off, my wife came out and said, "Eww, you're not going to put that hideous industrial-looking lock with the enormous foot-long handle on our door are you?" Overall, this is a colossal failure. br>br>I believe that if they take the time to design models with left and right swing options for the finger print reader, redesigned to fit under the deadbolt, fixed the lousy finger print recognition, use rounded metal edging on their spring latches, allow 4 digit code options, and support smart home systems, it will be a better product. Then they might have a chance in the residential market, but with its dreadful design, this lock is unlikely to last long.

Layla LORD

| Dec 19, 2021