Warranty changes for mechanical issues

ULTRALOQ Smart Lock
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1

I’ve paid for 2 UL3 BT smart locks. One on the IndieGoGo campaign to support the overall idea and one on Amazon.de (German version of Amazon). I use the lock only for my entrance door, so when the first one got the latch part damaged I immediately replaced it with the second one. However, currently, the second one has exactly the same issue with the latch part.

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Now I contacted the support and they admit it classifies for free replacement covered by the lifetime mechanical parts warranty. However, they refuse to send the parts anywhere other than the US!!!

What happened? I got one issue before that was related to the mechanical part and I got a free replacement delivered to my Polish address.

Does anyone know why U-tec suddenly decided to break consumer rights?

2

@Juraszek Hi, we have updated your ticket 150947. Please check it out when you have a chance.

3

I have the same issue and while they will replace under warranty, because there is no stock of this part in their Australian warehouse, I will be forced to pay a freight cost. If the lock is purchased in Australia with a lifetime warranty then there should be no charge to replace. I see this is a common issue so I believe this is poor customer care.