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May 2024 by Alex Docherty
We had a renovation done in 2009. This year the Emtek front door handle mechanism had an internal spring break. I sent Emtek a picture of what I thought needed to be replaced they sent the part completely free of charge to Canada. It turned out it was a different spring that was broken and when I offered to buy it and pay the shipping they told me that wouldn't be necessary and sent the second, correct part to me, free of charge again.
This is a level of service that's rare in today's world and many, many businesses should take a page from Emtek' s customer support and service book.
Arturo was fantastic.
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March 2024 by Susan Wu
I called their customer service, the one who assisted me was Gabriel. He was really nice and helpful. I'm also glad to know they have lifetime warranty for mechanical parts. I got my replacement for free. Outstanding service, definitely recommend!
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February 2024 by Ben Madison
Watch out for their supposed lifetime warranty. If you ever have an issue, you'd better be able to find the receipt for the purchase of that door handle, even if it was installed by a builder or contractor. And you will likely get the excuse the handle isn't made anymore. I had a crystal door knob break and because a builder installed it, I don't have a receipt. To repair it I had to purchase an entire one side handle and scavenge the parts. Overall their handles are ok, but their warranty is junk.
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November 2023 by M P
When you contact Emtek asking how to differentiate products, they tell you to contact their dealers. This means that you'll have to reach out to dealers individually. The way consumers shop have changed considerably in the last 10 years and Emtek has taken customer feedback seriously and improved their site which is much more usable now.
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October 2023 by Andrew S.
I really appreciate Emtek's tech support/parts department. I emailed them with a picture of my missing part (screw/shaft for a lock) and they handled it immediately! Really good support for a very unique product (privacy door for 1 3/8" door!) Thank you Emtek!!!!
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February 2022 by JOHN ORO
Purchase everything Emtek for our remodel.We were told that they were a great company and they had a great warranty. We did get many years of good usage, but I have had to repair the front door hardware more than twice, I spoke with their customer service and he gave me a song and dance that my hardware was too old and said He “would love to help me but unfortunately could not” If anyone would “love” to help you they would.I hope this prevents 1 person from buying this product... That way “my friend” in customer service can see I am a Customer not his “friend”
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February 2022 by Yair Bissor
Bad customer service had customer waiting over two weeks for locks when I call they didn’t find the order but they see it was made on April 12I call and was with their customer support on call for over 30 minutes he say he need to check that out and call me with in 20-30 minutes. No one call and no email was sent. My customer about to cancel the order he made.With Baldwin it’s never happen !!!
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February 2022 by Donald Advocat
Very bad customer service their product it’s very bad grade springs always brake easilyAnd latch and bolt always get JammedBetter to use some other productsLike Baldwin or omnia You may pay more but you get quality products
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July 2021 by Amir Nasseri
I was initially disappointed with their warranty department, but after reaching out to customer support, Jennifer rectified the issue. So in the end, they made things right.
And their hardware looks great.
Thanks
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July 2021 by Captain Sapphire
I am an Emtek Dealer. I contact your customer service frequently. I am always pleased with how knowledgeable your staff is and how easily they can answer my questions and fix my issues. There is one rep that I seem to get alot when I call and her name is Sylvia. She is superfantasticle!!! I know when she picks up the phone everything will be resolved beyond my expectations. She is happy and chipper even when Im calling her at 5am Pacific time from the east coast of Georgia. I truely believe there is nothing she cant do. I wanted to make this post because people tend to only post reviews when they are unhappy with their service and I want to make sure you know how valuable she has been to me and my business. Sylvia thank you for all you do!
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July 2020 by Mario
I bought an electronic lock ( Sandcast Bronze Keypad Entryset, Model: E451211) for my front door, got it installed, It worked for a little over a year then it quit, I called customers service and they said there is 2 year warranty on those things so I have to buy another I guess, My advice from my experience !, find another brand, a good one.
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July 2019 by Kevin Hickey
I've been a locksmith with a decorative shop in white plains for years..I recommend emtek for years over Baldwin for looks and for cost..Emtek salesmen that stop by my shop is well aware of the defects and quality going downhill fast..I recently put in a home 2 classic electronic locks..One has been sitting on my shelf for over a year and one I just purchased..the one I had on my shelf buttons fell off lock..They tell me it's past warranty and have to buy a new one..Ive had nothing but trouble with their code locks and latches for past year..i will be using schlage for now on..Use Baldwin and spend extra money..Anything ever goes wrong long as you send them a picture they will warranty it forever..
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July 2019 by Karie Gutus
We are so impressed with this company! We bought all new hardware for our house in 2010. The tailpiece pin broke on our front door which I’m pretty sure was because the wood swells every winter making the lock hard to work. Mountainland Design in Provo, Utah gave us a new one but when we got home we couldn’t figure out how to put it in. We called their tech department and talked to Brian. He had us install an FaceTime like app on our phone and was able to FaceTime call us and walk us thru step by step! It was so awesome to have a company care enough to help us fix it! Thank you for actually caring about your customers!!!! A free technical service is so rare today!!! Saved us $150 locksmith fee!
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July 2017 by ken marsh
My wife just recently remodeled our entire home furnishing all the door handles with Emtek Products. They are sleek with an ultra-modern look. One of the handles lost its hex screw which holds on the handle to the door plate. I called Emtek's 800 number and spoke with Michelle who was very kind, identified the screw that I needed replaced and dropped the screw in the mail with the corresponding Alan Wrench so that I may fix the problem. It is a good feeling for me to know that if a problem occurs in the future that Emtek has an 800 number in which a person where English is the first language and is knowledgeable with their products is on the phone with me.
Thanks Emtek!
ken
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July 2015 by leonardo hernandez aguayo
Hello, I am looking for distributors in the Mexican Republic.
