Yale Assure Lever, Touchscreen Keypad

Multiple Lock Failures -HORRIBLE Customer Support I own a small hotel in a small tourist town and have Yale assure smart locks throughout my building as uniformity in the lock system adds tremendously to the ease of the guest experience. With the exception of some issues with a few of the smart modules going bad, the Yale Assure Deadbolt locks (which are on all of our suite doors) have been reliable and relatively low maintenance. The Yale Assure Lever Keypad Locks, however, been problematic from the start and have caused us nothing but headaches and grief. Who doesn't love being awakened at 2:00 a.m. because their guests can't get into the building, or having to drive 40 miles (one way) to get keys made on a Sunday evening during the busiest weekend of the year because the Lever keypad isn't working? Sounds fun huh? Well, that's exactly what you get with this lock. In three years, we've been through four Assure Lever Keypad locks on our front guest entrance door - and the lifetime of each one we replace only gets shorter and shorter. The first one lasted approximately 15 months, the second lasted 12 months and the third - a little over 5 months. The internal mechanisms do not hold up to everyday traffic (I only have six rooms in total, so it's not a daily stampede by any means) and after a while, become loose and/or worn and cause the keypad to malfunction. The first Lever simply quit. It was the busiest weekend of the year and we replaced it as quickly as possible, and never did any type of deep dive into what the problem was. The second Lever was unlocking when a person lifted UP on the exterior handle. I was mortified when I discovered this as I had no way of knowing that it was doing this or for how long - it appeared to be locking properly when you looked at the app, and was locked from the outside when you pushed the lever down. I believe that something with the internal latch mechanism had worn out from use. On the third Lever, the batteries started to periodically come loose within the battery compartment area. Again, it was undoubtedly a loosening of the springs that hold the batteries associated with the ongoing shutting of the door. It was very sporadic, but when the door shut and the batteries loosened, the keypad refused to light. If you were familiar enough with the keypad to guess where the numbers were, it would still work but suffice it to say that I was likely the only person who was THAT familiar with the keypad. On top of everything else, trying to work with Yale Customer Service is even more frustrating than dealing with the locks themselves. First off, you NEVER get to actually SPEAK with a live person. You are forced into their online customer service merry-go-round that is clearly designed to just make unhappy customers GO AWAY. Each time you send an email, they answer your email with a ANOTHER request of some sort that requires significant effort on your part. It's a game of 20 questions and there is no end - they will always think of another question and they will always win. I am now on email number 4 and this review is very much a result of my frustration with this process. In the 4th and most recent email, they are requesting a "video" of the lock - seriously?! I replaced this lock close to two months ago. To take a video (of a blank keypad mind you), I would literally have to take the new Latch lock off, reinstall the malfunctioning Latch lock, deinstall the malfunctioning Latch lock, and reinstall the new Latch lock - all with a continuous flow of guests entering and exiting the building. This request is completely ABSURD. At least when I had smart locks from one of their competitiors (which I initially loved but unfortunately also had fairly limited lifespans), I could speak with a person and they backed up their product. If you had a problematic lock, you mailed it to them and THEY figured out what was wrong with it and either mailed it back or sent you a new one. Yale should take a lesson from them. And me, well I've already learned my lesson and it's time to move to a different brand of smart locks.