Hello John,
I have to respond to your 1* review and I am including a copy the email response I sent to you on the 23rd for context, that we tried to find a solution for you to determine whether the lock was infact defective or if the combination was incorrectly set after receipt.
The lock we sell is far from poor quality. in fact it is likley made by the same company, in the same factory, as many of those other locks you refer to. However, IT IS NOT EXACTLY SAME as those locks. Sportube TSA locks use a propriatory 25% thicker cable than similar looking locks you can buy at your local mass merchant or hardware store. We have made our locks this way because of the telescopic nature of a sportube case. If you use a cheap, thin cable lock, the cable can and likely will get bent, kinked and wedged in the locking channel, making removel very difficult. With the thicker cable whic is more expensive, this problem is mitigated.
Moving forward, to find an amicable solution please tell us what you think we should do here? Do you want me to send you a free lock? If so please give me your desired 3 digit combination and we will preset the lock for you. We havent been in business for 30 years by making poor products and having upset customers. You have my contact details on the original email, feel free to call me duiring business hours.
For those reading John's one star review, please see the response and solution i offered, to which there was no further correspondance prior to this 1 star review.
Hi John,
Sorry to hear about your lock and for missing your initial return request on the 14th. I am not sure how that was missed.
Did the lock arrive to you in a locked state that wasn’t 0-0-0? Have you followed the instructions and set the lock to your desired combination and it just now wont open? Makes me think you might be off a number of two, that maybe you released the little button during setting before you got to your desired number.
You have a few options.
A) Try a few number variations either side of the number you set. (if you get it open you can then re-set it again)
B) Send it back to us, we can figure out the number you used, reset it and send it back
C) Or just mail it back to us and we will refund you the cost of the lock.
Please include the your 3 digit number in the package.
