In the past six months I have bought four OnGuard locks, one in the States and three online from Germany. I am in Latvia.
After two months the lock which I bought in the States wouldn't open. I contacted Todson (the US distrubitor of Onguard), which sent me a new lock to Latvia. Excellent customer service. Thanks Todson.
About three months later both the new one from Todson AND the lock which my wife uses (purchesed online in Germany) froze. I contacted Todson, which are sending me a new lock. Thanks Todson! I also was put in contact with the manufacture of the lock, Magnum Lock in the UK, for the lock purchased in Germany.
Magnum Lock refuses to replace the broken lock and refers me to the Latvian distrubitor which as they admit, does not exist!
Below is my email exchange with Magnum. I can't beleive this.
Dana at Magnum at first offered me advice on how to clean and oil the lock. I had already tried her suggestions before I contacted Magnum. This was on 14/8/06
Next she wrote:
> >We don’t have a distributor in Latvia, I will see what I can do.
Ok, I thought, service!
A week later and nothing. So I wrote back:
> > It's been a week since I have heard from you about
> a replacement lock.
> > Do you have any information for me?
> > Thank you.
> > It is a problem, We don’t have a distributor in
> > I will keep working on that.
Ok, I'll wait some more, after all, she is trying to help me.
Another week passes with still no response so I send this email to Magnum:
> This is xxxxx xxxxx in Riga, Latvia writing again.
> It's been two weeks now and I haven't heard a thing
> from you offering a
> solution to the problem of a replacement lock for
> me. I'm beginning to feel
> that you are ignoring me, hoping that I will just
> forget about my broken
> Having purchased 4 Onguard locks in the past 6
> months (two for my family and
> two for friends) and having had three of them
> malfunction has been a very
> big disappointment to me. Luckily I bought one in
> the States, and Todson has
> been most helpful in getting me a replacement. Why
> can't I get a replacement
> for the lock that I purchased in Germany?
Much to my surprise I got this email in response:
> Hello xxxxx,
> I don’t have a solution.
> You will have to contact the dealer in Latvia for
> Kind regards,
What!! Contact the dealer in Latvia?! She knows there is no dealer in Latvia! She's the one who told me that there was no dealer in Latvia!
The long and the short of it is that I am very shocked that a major manufacture of locks refuses to stand by their products. I'm very sorry to anyone whom I have suggested buy an Onguard lock on these forums. It seems that quality is not a major concern of the Magnum lock company.
I have also learned that in the UK the warranty period is two years, not lifetime as is stated in the warranty card that comes with the lock. This information is from Moore and Large, the distrubitor of Onguard in the UK.
A link to this thread has been sent to Dana at Magnum.