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Old 09-26-05, 10:58 AM   #1
scotty schweiz
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Did Kryptonite jerk anyone else?

I turned the lock from my NYC chain (rated 12) because it could be picked with a bic, and now then sent me a lock back that is only rated 9. The first lock was insured up to $1500 and this one only to $500. Hopefully you all get what I am saying. Anyone else have this problem with Kryptonite?
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Old 09-26-05, 01:07 PM   #2
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Hello Scotty:

We're sorry that you think Kryptonite did you a disservice by exchanging your lock recently and hope we can clear up any confusion for you regarding the lock you received.

The records we are viewing tell us that you sent in an Evolution 2000 Disc Lock as part of a New York Chain that you use on your bicycle and that you were sent the new Evolution Disc Lock in return.

If this is correct, what may have happened is that you got an individually packaged Evolution Disc Lock. As we don't sell this particular lock individually in the bicycle channel, the packaging and insert are for the powersports consumers who just use it as a disc lock. This is why you see the rating as a 9, which is for the lock itself, not including a chain, and the change in the anti-theft protection offer as this is different for powersports vehicles.

Please contact customer service and they will happily send you the appropriate paperwork for the anti-theft protection offer for the New York Chain to be used with a bicycle. To clarify, the anti-theft protection offer for the New York Chain is $3,000; remember you need to register for this now.

Also, we have recently changed the ratings of our locks from a 5-star system to using numbers 1-12. The New York Chain is rated as a 10, it has never been a 12 rating. The New York Fahgettaboudit chain is rated 12 as it is our top of the line chain.

Again, please do contact customer service for any change of paperwork that you need. We apologize for any confusion.

Team Kryptonite
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Old 09-26-05, 01:30 PM   #3
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Quote:
Originally Posted by Kryptonite Lock
Hello Scotty:

We're sorry that you think Kryptonite did you a disservice by exchanging your lock recently and hope we can clear up any confusion for you regarding the lock you received.

The records we are viewing tell us that you sent in an Evolution 2000 Disc Lock as part of a New York Chain that you use on your bicycle and that you were sent the new Evolution Disc Lock in return.

If this is correct, what may have happened is that you got an individually packaged Evolution Disc Lock. As we don't sell this particular lock individually in the bicycle channel, the packaging and insert are for the powersports consumers who just use it as a disc lock. This is why you see the rating as a 9, which is for the lock itself, not including a chain, and the change in the anti-theft protection offer as this is different for powersports vehicles.

Please contact customer service and they will happily send you the appropriate paperwork for the anti-theft protection offer for the New York Chain to be used with a bicycle. To clarify, the anti-theft protection offer for the New York Chain is $3,000; remember you need to register for this now.

Also, we have recently changed the ratings of our locks from a 5-star system to using numbers 1-12. The New York Chain is rated as a 10, it has never been a 12 rating. The New York Fahgettaboudit chain is rated 12 as it is our top of the line chain.

Again, please do contact customer service for any change of paperwork that you need. We apologize for any confusion.

Team Kryptonite

OMG!! -Its Big Brother...they see all!!
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Old 09-26-05, 01:32 PM   #4
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Quote:
Originally Posted by Kryptonite Lock
Hello Scotty:

We're sorry that you think Kryptonite did you a disservice by exchanging your lock recently and hope we can clear up any confusion for you regarding the lock you received.

The records we are viewing tell us that you sent in an Evolution 2000 Disc Lock as part of a New York Chain that you use on your bicycle and that you were sent the new Evolution Disc Lock in return.

If this is correct, what may have happened is that you got an individually packaged Evolution Disc Lock. As we don't sell this particular lock individually in the bicycle channel, the packaging and insert are for the powersports consumers who just use it as a disc lock. This is why you see the rating as a 9, which is for the lock itself, not including a chain, and the change in the anti-theft protection offer as this is different for powersports vehicles.

Please contact customer service and they will happily send you the appropriate paperwork for the anti-theft protection offer for the New York Chain to be used with a bicycle. To clarify, the anti-theft protection offer for the New York Chain is $3,000; remember you need to register for this now.

Also, we have recently changed the ratings of our locks from a 5-star system to using numbers 1-12. The New York Chain is rated as a 10, it has never been a 12 rating. The New York Fahgettaboudit chain is rated 12 as it is our top of the line chain.

Again, please do contact customer service for any change of paperwork that you need. We apologize for any confusion.

Team Kryptonite

By the way...you guys have excellent products. Do you still carry the 'evo-lite' lock?
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Old 09-26-05, 02:07 PM   #5
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At least you have a lock to get exchanged. You got something new and secure.

My locks disappeared when the bike did. I got the bike back at least in great shape 2 years later and was able to sell to recoup the bikes value to get my Airborne with.

I'll still buy another lock, it happens.
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Old 09-26-05, 02:20 PM   #6
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Hey Boston Neighbor Red House:

Thanks for the kudos! Sorry, we don't have the Evo Lite in the line any longer.

But...check out one of the new products for 2006
http://www.singletrackworld.com/article.php?sid=1722

Ok, it's not 'lite' by any stretch of the imagination, Red. It's huge...but it's 'Mini', all at the same time.

Team Kryptonite
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Old 09-26-05, 02:51 PM   #7
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Quote:
Originally Posted by Kryptonite Lock
Hey Boston Neighbor Red House:

Thanks for the kudos! Sorry, we don't have the Evo Lite in the line any longer.

But...check out one of the new products for 2006
http://www.singletrackworld.com/article.php?sid=1722

Ok, it's not 'lite' by any stretch of the imagination, Red. It's huge...but it's 'Mini', all at the same time.

Team Kryptonite
How much heavier than my mini, -is the new NY-mini?
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Old 09-26-05, 03:05 PM   #8
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Hey Red:

One more quick one before I head out for Interbike....

Evolution Mini is 1.6 pounds
New York Fahgettaboudit U-lock is 3 pounds heavier....

All the details after the start of the show.

Team K
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Old 09-26-05, 09:09 PM   #9
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If this is really someone from Kryptonite Locks. Please PM me about getting something done for my replacement motorcycle disc lock. I filled out the form on the website a couple months ago and have been waiting for the replacement information to arrive.

John
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Old 09-27-05, 09:30 AM   #10
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Quote:
Originally Posted by psuaero
If this is really someone from Kryptonite Locks. Please PM me about getting something done for my replacement motorcycle disc lock. I filled out the form on the website a couple months ago and have been waiting for the replacement information to arrive.

John
I'm with this guy, still waiting for the info to arrive, in the mean time, by bike stay locked up in my room....
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Old 09-28-05, 01:34 PM   #11
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I got my replacement mini-U very promptly - except for the different (non-tubular) key and the colors, it looks/feels/operates as wel as if not better than my old one (ca 2000)

btw, I once had a top of the line Krypto NYC U lock (the big black and yellow one) malfunction and they promptly exchanged it no questions asked for a chain of better value (the fuhgedabboudit) - for a big company, Kryptonite is ok in my book.
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Old 09-30-05, 04:25 AM   #12
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You can open a Kryptonite bike lock with a f-ing pen cap?! WTF? No way! Seriously. Come on. Is this some urban myth?
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Old 09-30-05, 09:46 AM   #13
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Quote:
Originally Posted by bellweatherman
You can open a Kryptonite bike lock with a f-ing pen cap?! WTF? No way! Seriously. Come on. Is this some urban myth?
My question too. I thought this had been dispelled as an urban myth, therefore I continue to use my three locks with no problems. Should I have exchanged them, and is the exhange program over?
Ta.
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Old 09-30-05, 10:24 AM   #14
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If only there was some kind of computer-accessed universal information retrieval system, where a person could check things like that…
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Old 09-30-05, 11:24 AM   #15
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Quote:
Originally Posted by Cranks
My question too. I thought this had been dispelled as an urban myth, therefore I continue to use my three locks with no problems. Should I have exchanged them, and is the exhange program over?
Ta.
Not a myth, I did it with two of my three locks, there is a video of someone doing it on the internet, its actually pretty easy, took me 5 min for one lock and 15 for the other....scary
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Old 09-30-05, 11:53 AM   #16
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Yep, absolutely not a myth. As for those still waiting for info: Call Krypto (1800-say-lock I think... else check website) - they lost my initial report, but when I resubmitted, they had the info out to me really fast. Maybe your first try was lost too...

-chris
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Old 09-30-05, 11:59 AM   #17
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Quote:
Originally Posted by scotty schweiz
I turned the lock from my NYC chain (rated 12) because it could be picked with a bic, and now then sent me a lock back that is only rated 9. The first lock was insured up to $1500 and this one only to $500. Hopefully you all get what I am saying. Anyone else have this problem with Kryptonite?
I filled out the web registration x3
I called 3x
I sent email x3
I received a phone call 4 months later, "go to the website and register"
I sent a snotty email and heaven't heard back.
Moral of the story: million $ company can't handle info, and buy http://www.onguardlock.com/

*and a note to the Krypto Team that posted on these forums: what percentage of your substandard locks have been returned?
How effective was your cost effective measures of replacing only parts of a lock and only through the mail in retrospect?
Why does a lock company need an excellent reputation?

Link to video
http://www.wired.com/news/culture/0,1284,64987,00.html
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Old 09-30-05, 12:15 PM   #18
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Quote:
Originally Posted by carless
**SNIP***and a note to the Krypto Team that posted on these forums: what percentage of your substandard locks have been returned?
How effective was your cost effective measures of replacing only parts of a lock and only through the mail in retrospect?
Why does a lock company need an excellent reputation?

Link to video
http://www.wired.com/news/culture/0,1284,64987,00.html
First off, they eventually offered to replace any lock they had made that used the tubular design locking mechanism. A locking mechanism that has been in use for *decades* in hundreds of applications, not just bike locks. They are the *only* company that i know of that even offered to replace the at risk mechanisms. Some applications are bound the slip through the cracks, i can't imagine how many responses they got to this offer (and how many of them were bogus, people just trying to get a free lock). Does is suck that your responses went unanswered, sure it does, but your rant is out of bounds here.

Secondly, they didn't just replace the locking mechanism, they send out an entirely new lock, at least for the KryptoLok model. I had two of them to send in, took about a month to get info from them and then mailed to me, but i got it. I repeat, a *BRAND NEW LOCK*. they were giving out brand new locks even to people that had locks that were 10 years old. Not replacing the locking mechanism and sending it back, but sending out a brand new product.
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Old 09-30-05, 07:33 PM   #19
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Geez! That is unreal! All these years we've been duped by Kryptonite as the strongest thing on the planet for protecting your bike. Who wouldve thought it could easily be defeated with a simple pen cap?

I guess all the bike messengers are switching from the traditional Kryptonite U-locks. What are the best locks hardcore messengers are using now?
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Old 09-30-05, 09:31 PM   #20
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I returned my u-lock and a mini-lock for my motorcycle in the same package. Despite my misgivings caused by the somewhat crappy web-based claim process, I received new versions of both locks just a few weeks later. So Kryptonite delivered pretty well IMO. Then again this was part of an action settlement if I remember correctly, so they were under some obligation to make it work.

Krypto team: I'm surprised that you read these forums! Good on ya for responding to the OP so quickly. If you're still there, you might give some thought to making the interactive claim process more user-friendly. I'm sure you had the best of intentions, but it almost seemed as if it were designed to discourage claims! Or at least claims for two locks at the same time. FWIW.
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Old 09-30-05, 10:39 PM   #21
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Quote:
Originally Posted by Cranks
My question too. I thought this had been dispelled as an urban myth, therefore I continue to use my three locks with no problems. Should I have exchanged them, and is the exhange program over?
Ta.
I'm assuming this was posted as a joke.
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Old 10-01-05, 11:17 PM   #22
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You need to read the provisions for the theft insurance on that or any other lock for that matter, and you'll will discover just how difficult it is to collect on that money.

First your lock and chain must be replaced every 1 to 3 years depending on the company, some companies offer the option to buy a one time renewal at the end of the 1 to 3 year period. Then you have to make sure you keep the original receipt and the carton the lock came in because they want the bar code and other info. Then you have to have a police report done within so many hours after noticing the theft and a copy sent to the company. Next they want the defeated lock and chain or U-bolt returned to the company so they can figure out a way not to pay the claim. Then they want pictures of the undisturbed crime scene including detail shots of whatever the lock was secured too. finally, they want appraisal of your bike because their not going to pay out $3000 for a $25 bike.

Think your going to have your claim paid? I like to know out of the total number of claims a lock company like Kryptonite receives in a year and out of those how many claims were paid and was the average pay out.
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Old 10-02-05, 01:46 PM   #23
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Quote:
Originally Posted by Ubie
First off, they eventually offered to replace any lock they had made that used the tubular design locking mechanism. A locking mechanism that has been in use for *decades* in hundreds of applications, not just bike locks. They are the *only* company that i know of that even offered to replace the at risk mechanisms. Some applications are bound the slip through the cracks, i can't imagine how many responses they got to this offer (and how many of them were bogus, people just trying to get a free lock). Does is suck that your responses went unanswered, sure it does, but your rant is out of bounds here.

Secondly, they didn't just replace the locking mechanism, they send out an entirely new lock, at least for the KryptoLok model. I had two of them to send in, took about a month to get info from them and then mailed to me, but i got it. I repeat, a *BRAND NEW LOCK*. they were giving out brand new locks even to people that had locks that were 10 years old. Not replacing the locking mechanism and sending it back, but sending out a brand new product.
Thanks for the caps, asterisks, and repeats, much clearer. I bought my locks on the reputation of the company. After paying a premium I assumed I would receive a premium product. The other issues you mention- widespread use, Kryptonite is the only company replacing locks, possible fraud, and a large amount of responses, are excuses for poor product testing. The comment concerning my post as not germane like yours is only an opinion.
I don't know what the product I would have received back looks like, I never advanced to an unbreakable lock. As an aside, I'm glad your a satisfied customer, and you should be glad consumers like myself complain about poor service- without both we would have neither.
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Old 10-02-05, 08:33 PM   #24
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It would probably be a good idea for Team K to come on and tell us what the procedure is for returning our tubular locks and what we can expect in return.

Koffee
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Old 10-03-05, 09:27 AM   #25
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Hello everyone:

Sorry for the delay in getting back to you all. As I said previously, we were out at Interbike. We just got back to the office this morning. I'll try to answer some of your questions now, though.

zaphodbeeblebro - if you registered for the Lock Exchange Program and haven't heard anything for more than 3 weeks, please call customer service and check on the status of your lock(s) - in the US - 800-729-5625.

pgoat - thanks for the kudos! By the way, we may be owned by a big company, but Kryptonite itself is only 25 people.

Bellweatherman, we are sorry you feel 'duped'; obviously, this was never our intention. To answer your question, we have great relationships with a lot of messengers around the world and have been in contact with many of them in the last year. They are using the new Evolution Minis or the New York Chain with the new Evolution Disc Lock.

carless - we are sorry for your frustration dealing with the system we set in place. Yes, unfortunately, there were some glitches with software programs and some registrations had to be done over. Again, our apologies for all of your frustrations.

Ubie - thanks for the detailed reply! Glad to hear that you had a good experience with the Lock Exchange Program! Yes, we certainly have exchanged locks that were 10, 15 even 20+ years old.

froze - Yes, you do need to register for the anti-theft protection offer when you purchase the lock and there are things you need to do including having an appraisal or bike bill of sale. For Kryptonite, you don't need the bar code off the packaging and, in the event of theft, we don't require photos of the crime scene. For full information please read the insert materials when purchasing the lock. Please note: Kryptonite does cover messengers and couriers in the anti-theft protection offer - other companies do not. As for your question about the number of claims we have or have paid, that isn't something we discuss, but we do pay legitimate claims.

To answer the questions about the Lock Exchange Program I can tell you that over 380,000 locks have been replaced worldwide. After over a year of the voluntary Lock Exchange Program, Kryptonite is no longer taking new registrations. If you have already registered for the program, you will still get your lock replaced.

Red, the New York Fahgettaboudit U-lock was well received at the Interbike show and I can now give more details. It's the New York "Mini" that has been talked about and asked for on the message board for awhile. However, it has more steel than the New York Lock itself! It's also got the largest anti-theft protection offer in the world - $4,500. The link to a photo of the product is above in a previous post. The lock will be on shelves by January.

Thanks for all of the comments. Now...off to work my way through the pile on my desk!

Team Kryptonite
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