Dear Paula,
Thank you for sharing your feedback. I’ve reviewed the conversation you had with our team.
To provide some context, you mentioned that in 18 months, you used the key safe only once, and it broke. When we asked for further details to troubleshoot the issue, your response was, "It's broken, send me a replacement key lock as soon as possible", which unfortunately didn’t provide enough information for us to assist effectively.
We then requested photos or a short video to help our team investigate the problem, but you declined to provide this.
We explained that our first step is to go through the troubleshooting process, as it often resolves many issues and is more efficient for both us and the customer.
We then offered to inspect the key safe and either repair or replace it free of charge. Additionally, we confirmed that if the issue were due to a mechanical fault (and not user error), we would cover the postage costs both ways.
Unfortunately, we have not received a response to this offer sent on 12/18/2024 at 11:08 am.
We stand by our warranty, but I hope you understand we cannot help you further without your cooperation.
Kind regards,
Rhino Lock Support
