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    Good Customer Service can still be found


    meyery2k

    I would like to comment on a product that is based in the USA, OttoLock. http://ottodesignworks.com

     

    First pleasant surprise is that they are based in the United States and claim to manufacture their products in the United States.  I was looking for a bike lock that didn't weigh a lot to lock up when I stop for coffee, lunch, and so on.  Fiare has a Kryptonite U-Lock that I can mount on the frame.  While it is a solid lock and I can leave unattended for a short period, it is heavy...

     

    With Kokopelli, I am working on travelling light.  I know that any lock I get that compromises on weight will simply not be as secure.  One quote I found is that "I can offer cheap, light, or strong, pick two" to be apt.

     

    I came upon the Cinchlock which is just some stainless steel bands wrapped in kevlar, coated in a cut resistant plastic and set up as an oversized zip-tie.  There is a combination lock that allows you to open the band.  It is very light and the idea is to stop an opportunity theft like grab and go.  If someone has a few minutes alone, it can be cut with snips or a hacksaw.  Really just for cafe stops.

     

    I ordered mine and received it.  It was less than I expected as far as the lock mechanism seemed flimsy.  The combo wheels were loose and it just did not have a good feel.  I managed to lock it (not on my bike, just testing) and then found it would not unlock.

     

    In frustration, I beat the mechanism with a hammer, threw it away, wrote a bad review, and was ready to move on.

     

    I did like the idea of the lock and decided to communicate my experience with the manufacturer.  I left feedback and quickly received the automatic "we will be in touch with you email".

     

    The next day, Tammy emailed me, and we began a correspondence.  I was, as expected, asked to return the lock so they could determine what was wrong with it.  I had to admit my dumb action and fully expected, "Sorry we can't help you".  I would not be disappointed in that.

     

    To my surprise she sent an email that showed her belief in the product and empathizing with my frustration.  She insisted on sending me a new lock, the latest model.  She explained that earlier production models did have some problems with the mechanism and they were using different and better components.  It was possible I received some overstock or simply a defective one.  

     

    I then felt bad because they did not have a fair opportunity to correct this and offered to buy a new lock or to donate to a charity that they would support.

     

    That offer was declined, she wanted to send me a new lock at no further charge.  You don't often find service like that anymore.  I am interested to see if I have a better experience with the new lock.

     

    To make this right, I plan to donate the purchase price of the lock to my Rotary club.

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