Top critical review
1.0 out of 5 starsRegretting the Purchase
Reviewed in the United States on April 28, 2017
Update
After days with no response from Kwikset requested refund from Amazon and ordered August instead. Installed the August in a few minutes (much easier install), the app is much better, and so far the past couple of days the August and the Keypad have been working flawlessly as well as the HomeKit integration. Finally heard back from Kwikset today, and even though in my original message I noted I already did a hard reset they ignore that and simply sent an automated message suggesting I do a hard reset. Horrible support, and while your mileage may vary, I'd definitely avoid the Kwikset. Also having to constantly unscrew all of those screws each time you have to replace the battery would have been a nightmare, and they probably would have stripped eventually, vs the August where you don't need any tools to replace the battery except the push of your finger since its just a magnetic backing.
This is an initial review after having the device for a day an half and after extensive pre-sales research into all the various options. Waiting to hear back from Kwikset support, so if there is a resolution will update this accordingly.
As an Apple Home, I make sure any new products are either HomeKit compatible or at least HomeKit compatible via Homebridge, such as all our Nest devices. Have been considering August lock for a while but have heard a lot of complaints in regards to it working very intermittently, and poor battery life, especially on the keypad accessory which we would require. While I always have a iPhone or Apple Watch on, our guests, or whomever may not. So if the neighbor needs to come by to let in a package or who doesn't know how to use his phone let alone install an app and accept an invite need to make sure locks support the old fashion methods as well.
Of all the similar locks such as Schage and others the Kwikset seemed to be the most well rounded even though it doesn't support auto unlocking via the Apple Watch/iPhone like August does. But since you can auto unlock via geo fence in the Apple Home app at least.
Now on to this product. Installation was relatively straight forward. The app instructions aren't very pretty compared to more tech companies like August, but gets the job done. Completed the install and it showed as successful and everything worked including unlocking via the keypad, siri, Home app, Kwikset app, and manually. To note, of those methods, the Kwikset app is very slow to update the status/load, vs Home app which was relatively instant. Also the keypad unlike the August which lightens up when you get close, this one you not only have to tap, you have to touch several times. The instructions say to tap a certain place, or to put your whole palm on it which seems very odd, and not something a neighbor etc would know to do, meaning it fails the intuitive test. It also didn't register clicks or registered two clicks and no clear way to "undo/clear". If those were the only issues would have given it a 4.
Alas, a couple hours later screen stopped working in that was even slower to respond to touches and everytime I entered password it would show an X. Though manually and homekit still lock/unlocked without a problem. There was a firmware update but says I wasn't close enough to the device if though I was literally a couple inches away. Tried closing app, restarting phone, no luck. So did a factory reset which reveal a problem. Unlike the non HomeKit Kwikset that allows you to slide the back off easily. This one requires three screens to be taken out to remove the back cover. While I don't expect to have to do a factory reset often will be a major pain every few months when swapping out the battery especially since the bottom screw is tough to get since of course there is a door knob beneath it blocking easy access.
The reset was suppose to delete the lock from the app, but while the reset worked fine and once again was successful, it now showed two locks. I manually deleted the old one. And worked once or twice but then stopped working again. To note under activity log it shows the history as time and date 1969 for some events and 1999 for other events, none were the correct date and time. Also when you do the setup it asks for name and code. That user doesn't show up under users. If you add a second user the second user shows and then finally the first user starts showing.
After doing the reset, the firmware update did work. Note it requires your battery to be 40% or higher on your phone and lock. Today the home kit is now showing "updating" for the lock status, and trying to lock/unlock via the home app is not working 80% of the time, Yet Siri does lock/unlock about 90% of the time. The keypad is working 0% of the time. Manually is working 100% of the time. The home app automation geofencing is working about 90% of the time.
I'm sure Kwikset will recommend once again resetting the device and will have to spend a lot of time answering questions such as if my phone running the latest software... blaming my router, blaming other device interference, making sure my apple tv is close enough in bluetooth range etc. After which point presumably they will offer to exchange which I would probably decline since they would probably want this one returned before a new one is sent out and the new one will be shipped slowly I'm sure, vs just requesting an exchange via Amazon where a new one can be sent next day, and give me a little extra time to ship this one back.
Since I don't see tons of complaints here on Amazon I'm hoping either there is something I can do to fix this one, or I may have just got a faulty one. Otherwise sounds like I should probably return for an August.
