Master Lock? Not so Masterful This Time, but They’re Listening!
7 Oct 2009
Did it even slow them down?
I would like to acknowledge how easy it was to communicate a product testimonial to the Master Lock company. I think it was two clicks to the form. But, I wonder how they’ll deal with the following testimonial I posted (they didn’t have a place to upload the photo!):
I had my bicycle locked up tight with a MasterLock D-lock.
Theives cut right through it, seemingly without a problem. My bike is gone and I’m out a bunch of cash, but I still have most of my D-lock left to remind me how I’ll never buy another MasterLock product.
Thanks for making my next lock purchase decision easier.
David
[Update: October 14th. I received an email from the product manager offering to replace my lock. An offer I think is quite fair. I’ve put the full text of the letter I received in the comments to this post, but have decided to keep this post because it’s in-line with my observations about products/product-management. I also am glad to see Master Lock is listening online, not only for the good stuff. That’s a good characteristic.]One buys a lock to protect their bike, this lock didn’t meet that basic product requirement. I’ve read some stories online about people trying to break through some of this class of lock using liquid nitrogen, power saws, etc. I can’t tell for sure, but I find it hard to believe power tools were involved on a residential street in the middle of the night. Simply put, I had my bike locked with this lock, and it was still stolen. Major product fail.
I got lucky on craig’s list and have already replaced my bike (less than 6 hours from when I realized it was stolen), and I’ve updated my insurance coverage to cover off-site “stuff” (that’s a good lesson, turns out my renter’s insurance will cover my sword if it goes missing on an airplane too). So, a relatively minor inconvenience and a bunch of cash down the tube. The new bike is a nicer bike, and I got a better deal than the original one I had. Though, of course, it would have been nice if I could have come directly here, instead of through the longer, more expensive road buying the other bike first!
It’s that the story of all our lives?
Oct 17, 2009 @ 22:18:26
I would like to give kudos to Master Lock’s product manager (associate). He did respond to my inbound comments and my blog post. I think he responded quite nicely too… I’d like to share the response. I am well aware that the lock I had did not have any insurance, and appreciate and accept the replacement lock offer. Here’s Brian’s email. Thank you for listening.
David,
My name is Brian Dieck and I’m the product manager for Bike Security at Master Lock. I read your recent product testimonial and blog on your website and wanted to reply. While I understand this won’t change your situation, I would like to let you know that Master Lock offers a complete line of bike locks that offer escalating levels of security and a lifetime guarantee against manufacturing defects. While it is true the lock shown in your photograph does not provide insurance coverage, I can tell you it is designed to withstand up to 10,000lbs of cutting force. Master Lock does, however offer a line of Force Series U-Locks, like the 8195D, that are backed by a $1,000 Anti-theft guarantee.
Additionally, the 8195D was recently awarded Gold status by Sold Secure, which is the highest rating awarded by the European testing agency. Locks with this rating are designed to withstand a multitude of attack methods, including bolt cutters, for up to 5 minutes.
While we cannot replace your bike, I would like to send you an 8195D as a replacement lock for your new bike. Since you won’t have a receipt to submit with the registration form, please include this email. Please reply with your mailing address and I’ll send the new lock right away.
I hope that you’ll continue to think of Master Lock for all your security needs.
Regards,
Brian Dieck
Associate Product Manager
Master Lock Company LLC
Jan 13, 2010 @ 17:50:47
Yeah I agree. Good points really!