Gosh, my Kwikset Smart Keys (have about 30 of them on my home and kid's) have been great, but this lock's performance - and worse, Kwikset's service - are sub-par. I have 5 of these in Satin Nickel. Each are operated 10-15 times per day. All purchased through Home Depot. Now on-line only. My oldest unit is 2 years, youngest is <6 months. Youngest failed 2 weeks ago (won't retract). Second older unit failed today (grab disengaged from latch).
Let's bear in mind that after you've bored and routed for this lockset, you are apparently captive. It appears that the few competitors for this lock type could have similar fit on door, but jamb sides appear different. So if you want to migrate away from these locks you may be in for new doors and cost prohibitive jamb replacement or modification. I derive this from pictures but have not gone through trouble of checking precise dimensions. Hey, I chose these as my permanent platform because thought they were the best design and had Kwikset reliability!
My service experience. Called Kwikset 11 days ago (a Monday, early AM), high call volume, opted for callback , received call 8 minutes later, rep took my personal info, said I was already registered in their system. We'll send you e-mail, please respond with photos of your problem. Ok, although I thoroughly described the failure to the rep, I figure "no sweat". I took pics against a labeled paper background with arrows to defects, write on the case number, attached and sent via their blind reply link, which doesn't leave a 'sent' in my mailbox. Expect response within 48 hours, the website says.
Now it's late Wednesday - no reply. I resubmit my info, with note 'resubmittal'. No response. ........ Days pass....... Forward to today. Call Kwikset about 8:30AM PST,after checking website to be sure they're open, opt for callback, 2:00 PM rolls around and still no callback. Call service again, hold for 14 minutes and give up.
Time already far exceeds value of lock, dang it. I call Delta, Pfister, Glacier Bay, First Alert, Johnson Door, Jeld-Wen and get serviced promptly! Sheesh! Now 5:30 PM and no e-mail or callback. 3 -day weekend coming. So I'll be at 2 weeks struggling to resolve a straight forward warranty issue when the first Tuesday of 2017 rolls around.
It pains me to post this, but Kwikset, you are failing on the service side of your organization. If you read this, my Case # is 201612811408, to substantiate my review.