Yale Smart Lock Issue

red_boots2

Getting the run-around from Yale and looking for some advice on my next steps;

Ordered a Smart Lock online and paid for Yale to install it. Locksmith arrived and spend 2.5hrs trying to get it to work, it had issues pairing despite being next to the router and phone, it then wouldn't recognise the door was locked / unlocked and more worryingly would state that the door was 'locked' despite it obviously not being so. Locksmith did not feel happy with it and put the old lock back in.

He talked me through each step and explained that the Yale lock didn't appear to be mechanically gripping the gears and turning the lock suggesting a motor issue as the rest of the locking mechanism bar the handle and motor are the original parts which locked fine before. He submitted a report to Yale stating this.

I contacted Yale who said they'd resolve the issue the same day and would be a case of sending out a replacement.

A week later they haven't replaced the lock or refunded the cost/asked me to return it, completely ignoring this request and have told me they'll send a new locksmith as they feel it's an issue with the original installation and not a mechanical issue. I asked if the new locksmith would be bringing a new lock with them to be on the safe side to which they said they won't as despite not examining it they said the original smart lock is fine.

They don't have any appointments for three weeks and need me to take another day off of work as their time-frame is 8am - 3pm for installation windows.

I am thinking of going back to them and asking for a refund on the installation fee if the lock isn't faulty and a discount on the overall price if it is faulty as they will have sent a second locksmith for no reason?