General Cycling Discussion - Kryptonite lock exchange -- how is it working?

Has anyone received a reply from Kryptonite after submitting lock models and key numbers to lockexchange@irco.com? Also, any reports on the first step -- receiving the autogenerated response after submitting the initial email posted on their website?

I submitted the initial email Wednesday 7:15pm CT and have yet to receive a direct reply back -- thanks to Joe Gardner for promptly posting the required information requested by Kryptonite and the lockexchange email address. I have not yet received a reply from Kryptonite on the steps to mail locks to them. I suspect they must be overwhelmed.

More generally, I'd like to start a new thread, separate from the now unwieldly "U Locks Not Safe" one, specifically addressing issues and experiences with the Kryptonite lock exchange offer and process.

I haven't had a reply to my address & key numbers mail, but I did get a mail from "Debbie" replying to my email of Monday in which I asked for more information on the situation.

they have not responded to my email either. i can't imagine how they are going to handle all the returns without some sort of automated process.

Kryptonite now has a "Recall Request Form" posted on their website, here:

https://www.kryptonitelock.com/inetisscripts/abtinetis.exe/templateform@public?tn=product_recall.tem

Initially, there was a two-step process for the lock exchange. Now completing the form enters your information into a "database" (according to K) and generates an automatic reply:

Due to the high volume of e-mails in response to our Exchange Program, it may take several days to respond back to you once we receive your
information. All forms will be handled on a first come first served basis.
Replacement locks are not yet available but we are working around the clock to meet the current demand. Locks will start shipping in mid-October. We appreciate your patience!

No real new information here, but the process is a bit different.

If you receive a response at this point, please let others know. Thanks.

I, like many other bikers, were continuing to use the Kryptonite lock because it's the only lock I have. At least until last night! I picked it in less than 30 seconds! Forget Bic use a Papermate Flexgrip pen, the hole fits exactly. The trick is to press hard and twist back and forth (don't twist only one way). It will eventually move bit by bit until the lock opens. I highly reccomend trying it on your own lock to prove to yourself how useless it is? What an eye opener!

Anyone still using their Krypto lock either doesn't know about the pen trick (must live in a bubble) or doesn't believe the hype (false sense of security).

I have yet to recieve a response myself (4 days so far)? Wouldn't it be better for Kryptonite to use their dealer network (local bike shops) for walk-in exchanges. Mail to them...then they mail to you...give me a BREAK!! I can see this exchange taking several months due to the volume. What are you to do in the meantime? Krypto get real!!! Realistically you can wait a couple of days maybe a week then your buying a competitors lock.

I called as soon as I heard about this, and I never had to fill out a form or send an e-mail, but hopefully my information helps.

About 4 days after my initial call, I was contacted by Debbie, who instructed me to send her my keys, and then upon receipt of my keys she would send me a "replacement lock."

I could not return my keys, since I was still using my NY Disc lock (in combination with a regular padlock), so she agreed to send me the replacement lock first (while holding my CC information) and then I'd send her the keys on receipt of the replacement.

5 days later I received the "Molly" padlock from Kryptonite, which was sold in the past with the NY chain. It's basically a standard heavy duty padlock with an interchangeable lock cylinder. The lock had a few scratches and was somewhat greasy, leading me to believe that it was a refurbished lock with a new lock cylinder (keys were brand new). And that's fine with me. This thing is really tough, and uses a standard key.

So that's the process as it worked for me. I'm happily using my Molly lock, and I think Kryptonite is pretty groovy.

Dear "iamdoingthat" your exchange method doesn't seem to follow the prescribed method by the company. I can't think of any reason why the company would want your credit card number? Sounds like you received an old lock? Keep an eye out on your credit card statement.

Happy biking!

They wanted my credit card number because I asked them to send the replacement lock before I sent in my keys. That way, if I kept the keys (and got the new lock without any proof of ownership of a faulty lock) they could charge me for the replacement. I mailed them my keys (from the faulty lock) and they are destroying my credit card information upon receipt. Pretty standard procedure for returns/exchanges.

I don't know of anyone else who got a replacement lock yet, so I don't know if other people are receiving different locks, or what, but I'm happy with what I got, even if it is refurbished. It does what it needs to do. I only think it was refurbished since it was a little nicked here and there, and greasy around the lock cylinder. Nothing that I'm concerned about.

I'm of the type of person who doesn't think I have the right to a free lock because the product has a flaw. A lot of companies put out garbage products and don't care for anything, so I'm appreciative that Kryptonite did as much as they did for me, and overall turnaround time was about 2 weeks, much shorter than expected.

I think that my case was handled before they had to deal with the massive influx of calls, so it might be that the procedure is different now. It's even possible that I'm the only person (or one of a few) who received this particular lock, because they had a surplus at their warehouse (or whatever it might be). I spoke with Debbie several times, and she was very understanding and cooperative.

I just posted so that people will not think that Kryptonite is not doing anything, or doesn't care. It'll probably take longer now that the news is so widespread, and people are coming out of the woodwork to get free locks, but if you have a legitimate claim, I think you'll be properly taken care of.

No offense. But if I paid for a lock it better be a F#$(* lock. Not a lock that can be opened with a pen. That means the lock wasn't really a lock.

Not only would I expect a replacement, i'd demand it. I didn't spend all this cash on nothing.

Yeah, I registered on the home site a few days after the article ran in my local paper about the flaw in the U-locks. I haven't seen or heard nothing since? I would think that they'd at least send us a certificate so that we could go into a store to get a new one?

I was lucky to be able to exchange a kyrptonite lock for an on-guard lock at the LBS where I bought it (free exchange). I tried to register my other 2 functioning locks. Got an auto-response immediately but nothing else after one month. I have keys and receipts for 20 kryptonite locks, only trying to get exchange on 2 locks (I have 3 receipts less than 2 years old). Is the exchange bogus like the locks? Talk to me kryptonite. Hook up a long time regular customer or lose me. I buy one lock per year on average, there are others like me, we are getting to like our on-guard locks. I think I would prefer a flat key kryptonite, but not if kryptonite blows and I'm starting to feel a draft.

I just sent my lock off for exchange. I recieved an email this week directing me to a UPS url that provided a prepaid shipping label. All I had to do was box up the lock and a working key (I don't think a bic pen counts!), tape the label to the box, and drop it in a UPS collection box.

Couldn't have been easier.

How did you get the label? I don't have a printer. Many kryptonite owners don't even have computer. Could be easier IMO. How about trade-in at LBS. No, because they want to satisfy online customers, the others are trees falling in the forest, if no one hears them, do they make a noise?

Kryptonite has been updating their "exchange" page on a regular basis to incorporate the questions that people have. Check that page a couple of times a week for updates.

-the exchange is based on the date you registered for the exchange, AND the availability of an equal lock. So, if you registered a "New York 3000", you will be e-mailed a postage return label when all of the people who registered THEIR New York 3000 ahead of you have been taken care of, and YOUR New York 3000 is ready to ship.

-if you do not have a computer (you would not be reading this) but Kryptonite will MAIL you the postage return label if you phone them and request that it be mailed. They accept voice mails.

-Kryptonite has sold millions of round key locks over the past three decades. Their factory in China is working hard to make flat key replacement locks. Although China allows factory managers to put a gun at a worker's head, and shoot workers who refuse to work 25 hours per day, the laws of nature win out. It will takes many weeks, and perhaps months, for Kryptonite to make enough locks to replace 30 years worth of locks.

In the meantime, most good bike shops stock the 2004 model New York 3000, with a flat key, and the OnGuard locks with a flat key. No matter how many locks you already have, if you live in an American city, you don't have enough locks.

Got my UPS labels by e-mail 2 days ago and sent my locks back yesterday.Smooth thus far.

So does someone mind explaining this whole scenario? randomly after 30 years they found out you can just pop open these locks or what?

So does someone mind explaining this whole scenario? randomly after 30 years they found out you can just pop open these locks or what?
Read the sticky "Your U-lock is not safe" at the top of this forum

that's pretty funny I wonder if you can have the same effect on something such as a coke machine?

that's pretty funny I wonder if you can have the same effect on something such as a coke machine?
Coke machines, Harley's, gun safes, etc etc.

What's going on with the Kryptonite U lock recall? They e-mailed me about three weeks ago, saying they would get in touch with the particulars about how to send in the old lock for a free replacement. Haven't heard anything since. Have you?

I registered the first day of the offer and received an email with a prepaid UPS label last week. I've sent off my old lock last friday and now awaiting the replacement.

What's going on with the Kryptonite U lock recall? They e-mailed me about three weeks ago, saying they would get in touch with the particulars about how to send in the old lock for a free replacement. Haven't heard anything since. Have you?

They are "flooded" with request for information. Too many for "personal" responses. They update their homepage every week or so with new information and answers to the most common questions.

But, replacing thirty years worth of locks is a big job. It will certainly be many weeks, and perhaps months, before Kryptonite can build and ship replacements for three decades of locks.

In the meantime, not only other other lock makers NOT replacing "round key" locks, they are continuing to ship them to stores. Kryptonite seems to be the ONLY company that has pledged to replace every single round key lock, no receipts required, AND they are paying postage both ways.

I registered the first day of the offer and received an email with a prepaid UPS label last week. I've sent off my old lock last friday and now awaiting the replacement.

I sent my lock in last thursday too.. but when i tried to track the package. It just says "billing information received" with no update or any actual movement of the package.

Have you tried tracking the package you sent?

I still see loads of bikes on the streets using those Kryptonite joke locks each day. In fact, I with a box of bic pens, I could have had a brand new Trek MTB, Bianchi Strada, Specialized hybrid, Giant comfort bike and a Trek 1000!

Im not seeing any Dahons left out like that!

My tracking sez shipped friday, delivered monday.

Im not seeing any Dahons left out like that!

Not many folders out there on the streets but people are still leaving good bikes out there so I suspect thousands of cycles will be stolen with these round locks in the future.

I sent my lock in last thursday too.. but when i tried to track the package. It just says "billing information received" with no update or any actual movement of the package.

Have you tried tracking the package you sent?

UPS shows my old lock was delivered today.

Here's my latest installment of the lock saga.

Dear Kryptonite Lock Exchange Participant,

Thank you for registering for the Kryptonite Lock Exchange Program,
and thank you for your patience as you've been waiting to hear more news.
We wanted to give you an update on our progress.

We have begun sending UPS call-tags to participants for their use in
returning their Kryptonite tubular cylinder locks,
and we are preparing to send their replacement locks to them.
This is being done on a first-registered, first-served basis.
If you've not yet received a call tag from us, you should be receiving one soon.

We apologize for any inconvenience this situation may have created.
Please know that we are working diligently to
complete the lock exchange as quickly as possible.

Sincerely,
Team Kryptonite Customer Service

I finally got my prepaid UPS label yesterday, but I didn't have my lock on me, so I'm sending it out today. Hopefully this exchange should be quick since I live so close to company headquarters (I could've gone down there and done an exchange myself in less time). They're saying send the lock, but I thought they only needed the cross bar.

I finally got my prepaid UPS label yesterday, but I didn't have my lock on me, so I'm sending it out today. Hopefully this exchange should be quick since I live so close to company headquarters (I could've gone down there and done an exchange myself in less time). They're saying send the lock, but I thought they only needed the cross bar.

If you look at the label, you'll probably see that the lock is going to some company in Illinois, not the Kryptonite headquarters. Kryptonite has almost certainly contracted the exchange work to someone with the manpower required.

Follow the instructions and send the entire lock and at least one working key. Don't forget to send a key. I tie strapped my keys to the lock to make sure they didn't get lost.

Here's my latest installment of the lock saga.


I just got this email today. Interesting as I registered the very first day (actually in the first 2hrs. of the email being provided on web page and replied the email they sent back to me withing 15min).

Seem that others have already recieved UPS return tags and others just a 'be patient' email, so I doubt they are going on a first registered basis.

Al

I just got this email today. Interesting as I registered the very first day (actually in the first 2hrs. of the email being provided on web page and replied the email they sent back to me withing 15min).

Seem that others have already recieved UPS return tags and others just a 'be patient' email, so I doubt they are going on a first registered basis.

Al

It seems they will not send the label until they actually have the locks that you need. So, someone registers one basic lock. That is an easy item to supply, and those labels are going out.

But suppose someone registered a New York Lock, a EVO 2000 Mini, two full size EVO 2000 locks, and three of the basic locks. That owner will have to wait until the 2005 version of each of those locks is on hand for shipping.

I'm still waiting for Ford to send me a replacement for my 1975 Pinto (with the self-igniting gas tank). Recalls take time.

hmm no wonder why i havent gotten mine yet, i have the kryptolok and the kryptolok LS on my return list.

I just got this email today. Interesting as I registered the very first day (actually in the first 2hrs. of the email being provided on web page and replied the email they sent back to me withing 15min).

Seem that others have already recieved UPS return tags and others just a 'be patient' email, so I doubt they are going on a first registered basis.

Al
No different than my story.

So as I understand it the EV 2000 Mini is not yet released?

Al

Got an Email today saying call tags will be sent. I registered 2 mini evos september 30.

Way back in September, right after the news broke bigtime, I wrote to Kryptonite about the exchange and received an email asking for information (address, lock type, etc). I sent that back right away, but did not hear anything back. About two to three weeks ago I decided to fill out the online form (it wasn't available initially), and I electronically received my printable mailing label on October 26th. I'm not sure if the web form I filled out recently or the email I sent way back in September generated the mailing label.

Regardless, I mailed my locks (three fairly old Kryptoloks) in the next day, October 27th (postage paid by Kryptonite!) and received my three exchange locks today, November 3.

Despite the long wait to get the mailing label, I'm very happy with this program. Once I sent the locks in I'd say this was a very reasonable turn around time. I hope everyone else ultimately gets good service as well.

GOD DAMN ****, I registered like back the day this news hit (September 17th or something), and I still haven't even been sent a stupid piece of postage, nor an e-mail telling me I will be sent one.

What the hell should I do? This is ****ing stupid. Why me? Why not some other *******....

Seem that others have already recieved UPS return tags and others just a 'be patient' email, so I doubt they are going on a first registered basis.

I registered for the exchange on the day that it was announced (September 22 ?), but didn't receive confirmation until September 30. They finally sent the exchange instructions on October 14. I haven't received the "be patient" e-mail yet.

Meanwhile, I have a New York Lock gathering dust. I suspect that it'll be gathering dust for quite a while because I haven't heard of any Canadians receiving either their UPS labels or new locks yet. <sigh>

So as I understand it the EV 2000 Mini is not yet released?

Al
Has any one else who registered for an EV 2000 mini received their return label yet?

Thanks,
Al

I received my replacement lock today. I had a Security chain and padlock and the lock was replaced with a similar padlock but having the new-style disc cylinder like the NY3000 U-lock.

I had registered my lock on the first day offered. I sent my old lock to Kryptonite about two weeks ago.

Having received my lock I can state that I am VERY pleased with how Kryptonite has responded to the issues with their locks. In today's corporate culture, it is rare for a company to acknowlege, take responsibility, and voluntarily correct problems with their products - especially when the remedy is as costly as this one. To do so as quickly as they have is unprecedented in my experience. Kryptonite and their suppliers must be putting forth a tremendous effort.

So, to Kryptonite, I say hats off! You are, indeed, making good on your promises and have earned some good press.

i swear, i as well registered my lock on the first day or second day they offered this. I haven't even been sent postage. Holy cow I am f.u.c.k.i.n.g. annoyed. not that i think it's great that they are replacing locks. but they hate me, I know it. kufckfufkeuckjfuekkcuek#$^%$@)!!!!!

I don't know if this has been posted yet or not. I found a link to the original 1992 article by Chris Juden on this little lock picking incident.

Actual page as it appeared in magazine:
http://www.ctc.org.uk/resources/Magazine/1992Lockit.gif

Easier to read format of the text:
http://www.ctc.org.uk/resources/Magazine/1992Lockit.rtf

By the way still waiting on my ups email for my ev disk lock. I'm in the database and considered a "HOT" (their words) customer since I sent in my info in Sept. Was told last Thurs. to call today if I did not yet receive my email. Called them and was told that I should never have been given a time frame for my lock. So far very unhappy.

Got one of my new locks today(krypto long shackle), the other was backordered(10 yr old standard).

I received my new Kryptonite locks today (actually, UPS came by on Friday, but no one was home to accept): an Evolution Mini and a KryptoLok Standard. It might have taken awhile, but now I have two really nice locks. Thanks to Kryptonite for making good on this bad situation.

Incidentally, I still see lots of tubular U-locks on the streets in Chicago. I was in NYC last week and was struck by the fact that these locks were not much in evidence. What are other people's observations about continued use of these vulnerable locks?

I got my new lock today too... i sent in my Evolution 2000 and i got the new Evolution lock with the orange around the crossbar. It's pretty nice! I wish it came with the EZ mount bracket though..

Overall, I'm very impressed with Kryptonite, this experience made me a customer for life.

I received my new Kryptonite locks today (actually, UPS came by on Friday, but no one was home to accept): an Evolution Mini and a KryptoLok Standard.

Interesting about the EV mini. I registered the very first day the email was available and while I recieved a reponse email saying to be patient, I have not received any postal mail. I understood from this forum that it was because Krypto did not yet have the new models of these locks yet. So what is the story?

Al

I wish it came with the EZ mount bracket though..

Does it come with any frame mount method? Should I remove the small metal attachment bracket from my old lock (EV mini) before I send it back. I depend on a frame mount, which is one the the reasons I purchase and am waiting for a Krypto replacement instead of using a mini-Brute.

Al

I am a bit confused, I recieved the email from UPS which says

***Do not reply to this e-mail. UPS and the shipper will not receive your reply.

This notice alerts you the shipper requested a return shipment from . A UPS return label has been created and is in transit to the pickup location.


Message from the shipper:
To exchange your Kryptonite lock: Put your lock(s) and at least 1 working key into a box. Attach the UPS return tag and drop off at a UPS location.

What do I do now?