Awful Customer Service

Notified them via email on 12/11 that keypad for doorlock needed to be replaced.  Told them not to ship if it would not arrive by a specific date, and they responded on 12/18, which missed the date, and correctly said they weren't shipping, and that I should call or email them when back in town.

Emailed on 1/2 for them to ship.

Called today due to hearing nothing and no shipment.  Called at 9:01.  Tech support, call picked up at 9:10 by rep.  Had no idea, put me on hold to investigate.  Came back on, keypad cannot be replaced without replacing entire lock...  So entire new lock is being sent, plus he gave me a free month of monitoring.  3-5 business days, we'll see.

Edit - I logged in and see an order processing, and it shows $113.22.  If they think they can charge my credit card, without my approval, awaiting return of the old lock, they're in for a surprise.  I have seen no charges come through yet though.

edit - now the order shows $0.00, and another order for $0.00.