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An "excellant customer service" story

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The house we just moved into earlier this year has Baldwin door locks, a brand I had never owned. They were all knobs, and my wife has a bad case of rheumatoid arthritis. I was looking at buying several new locks to replace at least some of the entry door locks (we have 6 entry doors) and found these things are very expensive (guess that's why I hadn't had them before) , just the fancy front door lock set was about $400. Anyway, I emailed Baldwin and asked if I could just get a lever to replace the knob on the front door, it was the biggest problem for my wife. After asking for pics of the lockset, Baldwin called me today and said they were sending a lever to replace the knob, no charge. I'm really grateful to them for this.. our house was built in 1998, so they could have easily said it's time to replace the locks. So kudos to Baldwin....sure saved me some money.

 

Edited by Ron Dudelston
tags added

Wow, your home came with Baldwins! Those are typically installed by the home owner, builders would never install those, unless spec out in the details. Very impressive Fred.

And it does not surprise me their customer service, they are top notch along with their door hardware.

When I was installing resi doors for a living, Baldwin was always the hardware that was requested. That lever you replaced more than likely is solid brass.

That is nice to hear that there still is some customer service left out there.

Wow Baldwin, that is top shelf stuff. Those are full mortise lock sets, cant replace those with KwickSet.

 

Herb

1 hour ago, Dadio said:

Wow Baldwin, that is top shelf stuff. Those are full mortise lock sets, cant replace those with KwickSet.

 

Herb

Well on second thought you can by plugging the mortise and the handle holes and redrilling a round hole. But you don't want to do that.

Your solution is better,and cheaper. Glad they came through,Fred

.

Herb

Edited by Dadio

KUDOS to Baldwin...

Great customer service for sure. Thanks for passing it on.

 

Steve

  • Author

Ummm, I have to admit I didn't realize there was anything special about Baldwin locks, other than the prices. In fact i was a little annoyed that the house didn't have Schlage locks when we moved here (the ones I've had the last 25 years or so). Shows what i know.

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