KRYPTONITE Arvostelua 

I ordered a replacement key that didn't work because it was cut wrong. I submitted the issue on June 11, 2024. Kryptonite customer service didn't do anything about it until I made a 1 start review here in Pilot trust on 22 July. They sent me a new key a week ago and again it was cut wrong. This is incredibly frustrating. A lock gone to waste and a lost customer. They haven't even sent a refund for the key I paid for over almost 3 months ago now.

I have ordered spare keys as I have lost my keys. my bike is one month locked outdoors and they do not provide any replies on my issue!
I do not know what to do now!!!

Update: Not heard from your team yet (2024/08/18)
I have created two requests. Here are request IDs:
#475535
#471425

Can not order new key, web site gives error. Now I bought ABUS seem to have better service

I first emailed them on June 1. Their replies take a couple weeks each so it wasn’t until July 1 that they said they will send out replacement keys for me but they’re experiencing a delay and there is a backlog. Emailed again on July 19 to see if it was sent out yet and it’s now July 31 and I’m still waiting on an answer.
I haven’t been able to ride and stop anywhere all summer because I don’t have a working lock. There’s no point spending the money to buy a new one if I’m supposed to be getting the replacement keys any day now, right? They have good locks but terrible customer support if you’re in need of something.

I ordered two replacement keys for my lock and got an E-mail that they confirmt my order, but now two weeks later nothing has happent.
I wonder if i ever get my keys.
My keys has now arrived so i will raise to 3 stars, if they want more stars they have to give better information during the progress of the order.

J’ai acheté un vélo il y a 3 ans, on m’a vendu cet antivol (kryptonite évolution) avec comme promesse qu’il était involable et que pour le prouver mon vélo était garantie.

J’ai acheté le vélo et l’antivol le même jour, sur la même facture.
j’ai payé 40€ sur le site de kryptonite pour la garantie ATPO de 5 ans.
j’ai attaché mon vélo solidement, je me suis fait voler mon vélo (antivol coupé à la disqueuse)
j’ai retrouvé l’antivol coupé en deux.
j’ai fait la déclaration à la police, puis la déclaration à l’assurance, avec toutes les photos demandées.
j’ai attendu un mois une réponse et je n’en ai JAMAIS eue.

Bref, jamais je n’aurai acheté de vélo ni d’antivol aussi cher si j’avais su que cette assurance était une arnaque. Voilà un business qui arrangera les voleurs, mais aussi les vendeurs de vélo et les fabriquants d’antivol.

Maj le 15 août 2023 : finalement, suite a un avis posté sur trustpilot, j'ai eu mes sous... 800€ versés. Je suis content, mais merci trustpilot.

I waited for a month and got a reply asking for details that were already provided in my first message. Now I'm still waiting a week later for any meaningful reply.

The locks are good, but they don't seem to care much about customers.

EDIT: My issue has finally been solved as a direct result of this review. I'd rather they hire more people to handle the tickets in the first place. This just seems like customer service with extra steps.

Company stuck in the past

Nice locks, I am rocking the 'Evolution Mini 5' for 12 years, and it is still working fine.

Terrible site, terrible non existent support. For the last five years I am trying to buy two locks with matching keys. While some claims this is possible, that would involve being able to contact them. Even there 'contact us' page is not an hyperlink, it is kist a text, saying contact us', with no email, no phone number, no field to fill.

I would definitely switch to Abus, but they are pretty much as bad at customer relations.There is also no reseller search option on their site, so I cannot even relay on one of their local representative.

I wonder how they still manage to be in business.

UPDATE - I received a response t my request to order 2 locks with the same key. Here is the gresaeat answer again:


Trayvia Williams (Kryptonite)

Jul 11, 2024, 09:30 EDT

Thank you for your patience. We need the number and letter from the keys to send copies. There is nothing on the lock referring to the key number. Did you register it with us? I can check if you provide the year and email address.

If you do not have your key number from the keys and it was not registered, it is impossible to get replacements as we have thousands of keys on the market.

I give up, they dont have a clue how to do business. Sent the following response to them:
Arf, so you still do not get it.

It's a shame after 6+ years of trying to get this, I was told it was done only in local stores in Europe and still can't get through to anyone able to understand the request. But even your website cant show me whate are your resellers to go ask in a local shop.

Let me be clear:

- I am a potential customer.
- I have been using a Kryptonite lock for the last 12 years (don't be disturbed by this statement, it's not related to the request described in this email. I just mention this to illustrate the fact I never bought anything else from you in 12 years only because it is impossible to get a response from your site or customer representatives.)
- I WANT to purchase 2 New locks where the two new locks use the same keys.

As a result, the key number you want is going to be the key number of whatever lock I buy first so that you can sell me a second one with the same keys.
Needless to say, I have zero trust you would be able to fulfill this if I buy a first lock separately, hence this yearly attempt to contact you to see if you get it this time.

I don't understand what is so hard. I guess I will try to get it from Abus as they seem to have this option also (also behind a wall of representatives who do not understand a thing).

So please do forget about my current lock. Please just imagine I was born yesterday, never used any lock in my life , and, as a brand new customer, would like to buy a pack of TWO locks that share IDENTICAL keys.

If you can't do that, just say so.

Dear Abus, do you want my money please? Kryptonite is too dumb to get it.

Response again, back to the nonsense corporate routine pretending they can sell me what I want, or trying to push back with the shipping price (or whatever is the excuse this time):

"Hello Vincent,

Only our US office can accommodate this request. You are able to order keyed alike locks, but not to specific key numbers. You can order the following locks (2 or more) keyed alike:
- New York Lock Standard - $147.95
- New York Lock LS - $153.95
- Evolution Mini 5 - $86.95
- Evolution Mini 9 - $97.95

Costs are in US Dollar since it would bill and ship from the US. You would also be responsible for shipping. We would need to confirm the lock model you are wanting, quantity and your shipping address to give you a quote for shipping. It will probably be about $130 USD for shipping"

I replied to this right away with my details, so we are back to the point we were out 3 years ago. This is usually the last email I receive after the representative realize that I am in Europe and does not even have the decency to reply to explain they cannot sell to Europe.

No more emails now, so I am checking with Abus store for the next purchase. Kryptonite representatives are not just useless, they actually make you waste your time by pretending they can sell you stuff. This confirms the initial experience for this manufacturer - they are a complete waste of time.

Das schloss ist nach gerade einmal 5 Monaten defekt, Schlüssel lässt sch nur unter größter Kraftanstrengung drehen, Kundenservce reagiert auch nach 2 Wochen nicht.

Absolut nicht zu empfehlen.

I own a few different Kryptonite locks of varying ages. One of which that was about 10 years old stopped accepting the key fully and wont open. The lock was cared for probably above the recommendations of Kryptonite. I spent around 4 weeks trying different approved lubricants and process to get it to open before contacting Kryptonite.

I had to push Kryptonite customer services a little to get a response and further to get them to action anything which was frustrating but the result was a replacement lock under warranty, which in my case was good, fortunately i didn't already have a bike in the lock. Interestingly the new version is designed slightly differently which hopefully will prevent the issue from reoccurring.

If i'm honest i wouldn't trust most locks on the market to last more than a few minutes if attacked and the Kryptonite locks I have are only used as a last line of defense when locked inside of a secure building or car, I haven't heard great things about the theft protection cover and so don't even bother paying into it. It's money better spent towards good insurance.

The Anti Theft Protection Offer isn't worth the paper it's printed on. After my bike was stolen outside my place of work, I submitted a claim as my lock was smashed to pieces when the bike was taken. I never received any acknowledgement from Kryptonite despite following their claim FAQ to the letter. It's been over 2 years now and I have never received a reply. My advice would be to buy a decent padlock from any reputable brand and combine this with a hefty chain...then buy some bike insurance because you will never hear back from Kryptonite, who are basically selling lies to cyclists.

Ive been trying to sign up for the ATPO for days now, but there seems to be a bug in the website... Ive tried contacting them in every way possible but no answer. I truly hope my bike doesnt get stolen soon.

I wanted to register for ANTI-THEFT PROTECTION OFFER but no chance for 2 days. Is there any bug that is going on at the moment? I have already registered my lock and bike. I tried reaching out to Kryptonite but no chance as well.

I bought a Kryptonite New York Fahgettaboudit Chain 1410 in Apil 2022 together with a new bike. At the time I registered for Kryptonite's Anti-Theft Protection Offer (ATPO). I found my bike stolen with the chain cleanly cut left where I parked my bike in January 2024. I filed an ATPO claim immediatly with all requested documents but got no confirmation that my claim was being processed. I chased the customer service team a few times but as of yet, I haven't haven't heard a single reponse from Kryptonite. This is quite frustrating.

Be aware. You will need to pay upwards of £10 for "registering" for anti-theft protection (on an annual basis). I thought the whole point of a kryptonite lock was that part of the reason you bought it was the anti-theft protection!?

Therefore buying the lock DOES NOT protect you for reimbursement if your bike is stolen. In effect this is back door insurance without calling it that.

Claim number 109639

Bike stolen start of February 2024. Cut through chain with an angle grinder Submitted claim, almost end of March now, sent a chaser email mid March, still yet to hear back despite them saying they would take up to 30 days for a response.

Paid for ATPO but still waiting for the service I paid for

My wife had her bike stolen in December 2023. We reported it to the police immediately and filed the ATPO claim with Kryptonite, providing all the details & photos that they asked for.

3 months later, 2 chaser emails and still nothing at all from Kryptonite.

Really, really poor customer service and terrible communication. Kryptonite should really feel ashamed of what they provide to their customers.

Kryptonite if you are reading this, the ATPO registration is 1605369400842, claim number 109565

I filed a claim 6 months ago via the anti-theft program and I’m having the same issues experience by several other customers. Not a single response so far and I have tried to reach them again couple of weeks ago. I paid for a service and I am not getting anything that was promised when I paid for it. Really sounds like a scam to me as well.

I submitted a claim on 19th November & still haven’t had a response. I have followed up a number of times with the online form & through social media - zero response. The insurance offer is a scam - avoid it!

Ich habe Anfang Januar den Kundensupport mit einer Nachfrage wegen den gegebenen Bezahlmethoden für das ATPO Programm angeschrieben. Bis jetzt habe ich auf diese Nachfrage leider immer noch keine Antwort bekommen. Vor etwa einer Woche habe ich dann nochmal Versucht den Support zu kontaktieren, da es mal passieren kann, dass eine Mail untergeht, leider ebenso ohne Antwort. Ich kann es verstehen, wenn ein Unternehmen ein bis zwei Wochen braucht, um auf eine Nachfrage zu Antworten, aber über 4 Wochen sind leider zu lang. Zudem verliert man so das Vertrauen in das Unternehmen. Wenn man bei einem Raddiebstahl, der eigentlich auch über das ATPO Programm abgedeckt ist auch keine Antwort bekommt, schaut man ziemlich blöd aus der Wäsche. Wobei das mit dem ATPO sich ja eh erledigt hat, da man es innerhalb von 30 Tagen nach dem Kauf abschließen muss, ich aber noch auf eine Antwort gehofft habe und jetzt über den 30 Tagen bin...
Ich muss Sagen, dass ich leider echt enttäuscht bin, da ich bei so einer Investition in ein Schloss auch einen halbwegs gescheiten Kundenservice erwarte.

Bearbeitet: Etwas nach dem Verfassen der Bewertung wurde ich von Kryptonite wegen dem Thema kontaktiert. Es wurde eine Lösung gefunden, allerdings hätte die Kommunikation trotzdem besser laufen können. Leider kann ich die Bewertung nur auf zwei Sterne hochnehmen, wenn man erst eine Trustpilot Bewertung schreiben muss um etwas vom Kundenservice zu hören.