realwiseliving's profile

Sat, Jun 25, 2022 12:13 AM

Why don't the SmartLocks work with newer model Door Locks like KwikSet?

The back plate for the locks do not work with newer model and commonly purchased door locks.  The back plate they give you for the install assumes your existing lock is an old design.  We purchased new KwikSet door locks for our new home at Lowe's and the screws and lock bolt are in an offset position.  The SimpliSafe backplate works only with screws and lock bolt in a linear position.  It's a dinosaur and surprising that SimpliSafe is this behind in design standards.  KwikSet is one of the most commonly purchased door lock systems!  When we called them about it they asked us to email them specifics with photos, etc.  We did...but got no response.  Getting no response and realizing we were out of luck, we called to return them and they wouldn't let us because by then it was past their 60-day return window.  Today I get an email from them after posting to the Community telling me they can extend the return period but I'd need to call them.  I did...and guess what?  They declined again.  LOL.  What a joke!  See the email from Miguel M. below.

My two perfectly new ones are FOR SALE if anyone needs to purchase.  They are out of stock for the foreseeable future!

Official Solution

Community Admin

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2.9K Messages

Il y a 1 m

Hello Mary,

I sincerely apologize for your experience. I understand your frustration, but please do not make offers for trades or purchases, as that is against our Community Guidelines.

However, I do want to do everything I can to help with your situation. You are correct, the Smart Lock is compatible only with single-cylinder deadbolts. I'm sorry about the miscommunication. To resolve, I've forwarded your info to our escalations team. They'll reach out soon to take care of you.

(edited)

12 Messages

@davey_d​ 

Hi Davey, my comment was not about "single cylinder".  If it worked with all "single cylinder" locks there wouldn't be a problem.  If you will re-read my comment and perhaps find the email I sent in March with pics, you may understand.  The backplate layout is designed for old style door locks where the screws and lock bolt are in a linear layout.  Newer model locks like KwikSet (one of the most commonly used brands in America) have their lock and screws in an offset layout for added security.  SimpliSafe just needs to fabricate a backplate that can be installed with the more modern lock versions and the problem is solved.

12 Messages

Il y a 1 m

Here's the email we sent to SimpliSafe at their request...and never got a response...Naturally!

12 Messages

Il y a 1 m

These locks are worthless if you have more newer version locks on your house.  I bought two for a new home we were building and using KwikSet locks because we have an otherwise complete SimpliSafe system and wanted the door locks to be on the same system.  The backplate on the SimpliSafe lock is poorly designed and only fits an old style lock with a linear layout.  The newer, more modern locks use an offset layout and, in spite of telling me there might be a fix and asking me to email them photos, etc, I received no response and have had to make numerous phone calls...only to find out that they won't let me return them.  Anybody want to buy two, brand new, never used, black finish, locks?  Sounds like I didn't want them anyway since they notify you with every turn of the door knob according to the above comments.

Note: This comment was created from a merged conversation originally titled Smart Lock will not work for offset lock type

12 Messages

I posted a few minutes ago and got an email within a couple of minutes telling me that they can extend the return window and I needed to call them asap.  So I called...and again, they are declining to return them.  See the email below in the pictures.

I bought these for our new home being built and tried to install them once the doors were ready but discovered the backplate will not work with my new KwikSet locks.  The plate is only set up for linear screws and lock bolt and many of the new locks being sold in recent years are offset.  I contacted SimpliSafe immediately and let them know the problem and they asked me to email a specific person with pictures, etc. because they may have a fix but needed to understand the problem.  I sent the email and you can see it below as well.  Naturally I got no response and I even gave them a few weeks to respond.  When I called again they told me the person who got that email wasn't there at the moment and I was out of luck on returning them at that point. What a farce!  I called back and asked for a supervisor who was also no help and said I was outside of the 60-day window and they didn't want to even see the email I'd sent at their request.  DAVE...you need better employees with some customer service skills!  Now today I find this community page and make a post about the problem and almost immediately get an email from Miguel M. telling me they can extend the return period beyond the 60 days and to call them...so I did just now. See his email below. (notice they didn't reply in this comment thread like they usually do). Well people,

Email I sent:

My two brand new, never installed or used, black finish locks are FOR SALE if anyone is interested!!  I'll make you a deal.