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When I put a new entry door in two years ago, I just couldn’t resist installing the big “Manchester” style handle/lock combination from Baldwin. Up until today, it’s performed well; however, today when I went to come in the house, the “toggle” button went down with a loud noise, didn’t open the door, and didn’t come back up.
After gaining entry another way, I pulled the lock and had a look; I can isolate the problem, but can’t see a way to fix it. It was 7:30 on a Friday night, what-are-you-going-to-do-?.
I called their 1-800; it was answered on the second ring. I was worried they were going to ask lots of questions, like what date did you buy it or that they would foist me off on some dealer – didn’t happen: very knowledgeable technician, walked me through deciding exact model and diagnosis, took down my address and read it back to me, and the parts will be in the mail on Monday. (pray Canada Customs are in a good mood)
Good service deserves a mention – a bouquet to Baldwin Lock.
Replies
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Phil,
Don't you just love it when you are able to talk to people who are both competent and who also have a genuine desire to help you out? Thanks for adding this positive note to our board.
Jon
*Phill with the yahoos Ive been dealing with lately...You changed my life, renewed my faith in corporate america ;)
*Nothing like good customer service.
*I had a similar experience about a year ago. Service well above and beyond the call of duty. I was frankly in disbelief.....until the parts (the correct ones!!)arrived promptly.
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When I put a new entry door in two years ago, I just couldn't resist installing the big "Manchester" style handle/lock combination from Baldwin. Up until today, it's performed well; however, today when I went to come in the house, the "toggle" button went down with a loud noise, didn't open the door, and didn't come back up.
After gaining entry another way, I pulled the lock and had a look; I can isolate the problem, but can't see a way to fix it. It was 7:30 on a Friday night, what-are-you-going-to-do-?.
I called their 1-800; it was answered on the second ring. I was worried they were going to ask lots of questions, like what date did you buy it or that they would foist me off on some dealer - didn't happen: very knowledgeable technician, walked me through deciding exact model and diagnosis, took down my address and read it back to me, and the parts will be in the mail on Monday. (pray Canada Customs are in a good mood)
Good service deserves a mention - a bouquet to Baldwin Lock.