Brisant Secure Omdömen 

I had lost a key, but at around the same time my email address which the keys were registered under had become corrupted.
After a couple of calls it became clear it was not straightforward (which is reassuring in many respects as it shows the company takes security seriously).
However, Tracy in technical support was really helpful and responsive and sorted things out in a very efficient manner.

After researching locks, it came down to brands Yale, Avocet and Ultion.

Ultion was the most expensive but I decide to go for them given the premium price tag. There was not much information out there to differentiate the others on their ability to keep doors more secure. So more expensive means better quality, service and customer care...right?

Wrong. I purchased 4 locks from ultionlocks.co.uk. They arrived quickly but the thumb screws were all scratched up. The one on the front door being the worst. To give perspective they looked worse than the locks I was replacing. These cost £272 and arrived in terrible packaging. You would never have guessed a premium product was inside.

I called the company, they forwarded to Brisant Secure for support. I spoke to the rep, she asked me to provide photos and would help. I proceeded to install the locks as I needed to secure the house.

Rep said she can send a replacement after seeing the lock in the photo. I said no, I would like a partial refund only for the front door as I have already installed the locks, the others I can live with. Rep ignored this request and then retracted the replacement, saying she could not do anything now as the lock is installed and therefor 'used'. Despite the locks looking used to begin with...

In summary. Paid £272 for the top of the range premium product that arrived in second hand condition, this was due to packaging and their tooling and storage journey. Rep asked me to provide evidence and then told me nothing can be done.

If you are reading this paying a premium is not worth it with Brisant, customer support was simply rude, lacked empathy and direction to resolve problems. If I had further issues down the line such as a lock snapping incident, it puts into question their £2000 guarantee and how they would work with me in any situation.

I might be secure for now, but I have a old looking lock on my front door and a bad experience.

To the company reading this. There is very little differentiating you from your competitors, customer care is one place where you have control. Premium products should feel premium and the support should also be premium. You had the ability to turn an unhappy customer into a loyal customer but failed.

we had a broken lock on a newly fitted front door, new lock was sent out by Brisant immediately and arrived following day , excellent service

Very good service and support from start to finish. Thanks to Tracy and her collegues.

We experienced broken keys twice within 3 months. Brisant Customer Support was exceptionally helpful in analysing a potential weak spot in the key cutting and immediately supplying a new lock and keys. They were easily and quickly fitted.

Very understanding and resolved my query straight away great service

I contacted Brisant about a problem with the keys supplied to us almost two years ago.

They were very prompt in dealing with the situation and even contacted the locksmith who installed them for more info on cylinder sizes etc. The new locks arrived when promised and I never had to chase them once.

Unfortunately many companies these days do not have the time for their customers once you’ve paid them or want to know what problems you’re having, but I’m glad to say the service provided here by Brisant was first class and I would not hesitate recommending them.

* Thank you Tammy for everything *

I spoke to a number of people in sales and customer services and had to be passed from one department to another. Calls were picked up promptly and I did not get disconnected, which often happens. The members of the team were knowledgeable an efficient. One person was unable to help me with my problem, but said she would ask a colleague and call me back which she did. She waited patiently on the phone while i dismantled my lock, Unfortunately the problem could not be fixed and without hesitation she said she would send me a new door handle. I wish all companies were as efficient as this.

After having a sticky lock which came with the door, spoke to their help desk they sent some graphite lubricant to me free of charge after reviewing some pictures and video, it now works like new!

So quick, easy and rapid response/action!!

I must say that this is a review for the experience not the product and I guess I did not follow the procedure so fell into an expensive trap.
I guess first we should read and understand the process. But My problems with this lock have been handled inconsistently and I have been misled and their guarantees and procedures obviously not followed.
Second if you want the security provided you need to register the lock and await confirmation before purchasing any additional keys.
Third I recommend you purchase spare keys from Brisant/Ultion as your local key cutter could charge you double and actually just purchase it from Brisant.

In my case the experience went bad and information from the key cutter and customer services left a lot to be desired.
The day was hectic the door finished very close to an appointment I had. On the way back I went to a key cutter and asked if he cut these keys and he said yes. I had used him before so didn't ask the price but when I saw the credit receipt it was nearly double what the fitter had led me to believe . When I got home within three hours of the door fitted, I realised I should have requested direct from Brisant and tried to cancel my order . The cutter said they were already cut and because I hadn't got confirmation of my registration so the cutter slipped his order in before the registration was complete. Customer services said noone else had ordered on my key number. So my assumption could only be that they were not genuine. The rest of the story got worse, but enough said.

Since having our new door fitted the lock/handle always seemed 'tricky' to open and lock. The keys kept on jamming in the lock and the handle was always stiff to turn.

Firstly we contacted the contractor that fitted the door who did send someone out to check we were doing it right!! They then said that Brisant needed a video of the problem as proof. Not sure if they could be bothered to sort or was just too busy...... but they did give us a replacement lock (which had to be fitted by myself)
So I contacted Brisant directly and spoke to Tracy we explained that we had been given a lock to replace ours she took several codes off both locks and swiftly told us the lock we had been given wasn't adequate for our door.
She immediately organised for a new barrel and 4 keys to be sent out.
I truly don't know what to say absolutely AMAZING
service from Brisant secure. I genuinely didn't think they would help as technically this wasn't their problem. If only other companies were like this!!
Tracy I hope you see this review you truly deserve all the credit. Well done *****

New lock fitted and additional keys ordered.
All sorted by Katie and received by courier at time stated. Helpful, friendly and knowledgeable. All sorted.
Thank you

Since our new composite door was fitted we have had nothing but trouble, the keys kept on jamming in the Ultion lock and it was hard to turn.

I contacted Brisant secure and they sent me a form requiring information regarding the keys codes and photos.

I sent all the information and within 24 hours I was contacted via phone and email. I called Tracy back and discussed the problems with the lock and the several keys.

She listened to the problem I was having and advised me that she would send me out a new barrel and new keys next day delivery. She sent me a video link on how to remove the original barrel and send her a measurement, so she knew what to send out.

What amazing service from Brisant secure I wouldn't have thought they would have acted so professionally and efficiently. If only other companies were like this. Such great service, well done Tracy.

Spoke to Tracy Baird as I had an issue with my lock.
Exceptional customer service, efficient and got my locks sorted asap.
She is a credit to Brisant Secure :)

Needed a spare key for front door and gave required info over phone and checked by email.
Key speedily delivered next day.
Sadly I had misread the last digit so key did not fit.
Rang again to explain and correct key sent next day with no charge!
What can I say?
Brilliant customer service throughout even though my mistake.
Would use again and recommend!
Thanks

DO NOT BUY THEIR SMART LOCKS. Worst company i have dealt with in a long time. Firstly, they claim it comes and it will be made to your size specifications. Mine wasn't. It arrived untrimmed (you will see on the picture on google reviews, its too big and won't fit) and you need tools to cut metal parts to fit. Their customer service was most unhelpful. We exchanged about half a dozen emails over a few weeks because they take DAYS to reply to each one. Their app does not work. it will lock and unlock but does not allow to configure the lock or share keys. so you have to manually set it up by pressing a pin with a needle to go through a complex menu which is not user friendly and if you lose the leaflet that comes with the lock, good luck because finding it online is impossible. Seriously, even if this lock was worth its money, and it really isn't, I would avoid it just because its not worth their rude customer service staff and the hassle. Just order your lock elsewhere and save yourself the aggravation of dealing with them.

I placed an order on 6th April, a few days later I was telephoned to inform me the handle I had ordered was not in stock and they were expected stock in by the Friday of that week. On Tuesday 13th I received a email from DPD to inform me that they had my delivery and it would be delivered the day after on the Wednesday, the delivery arrived, but with no handle!

I telephoned to ask where the handle was, the lady I spoke to put me on hold and then came back to me and said “sorry about that, it will be sent out this afternoon and you will get it tomorrow”, Thursday arrived and no delivery or email from DPD to inform me they had the delivery so I wasn’t surprised that it didn’t turn up!

Telephoned them again on Friday, the lady this time was unsure, she asked “do you have any part of the order” I said yes I had the order apart from the handle which I telephoned yourselves about on Wednesday and was told I would have the handle yesterday but I still haven’t. The lady politely put me on hold a few times, each time waiting longer on hold, she then came back to me and said “for some reason DPD have returned it to us” really? “It will go out today”, I asked so will I receive this tomorrow, Monday? She said “yes that’s right”.

I’m waiting and we will see what happens! Not holding my breath though!

Oh my god I wish I would of read this before parting with my cash.

Total rip off.

Well, the warranty is, had a problem, after loads videos and poor comms as I had to chase them further videos were required for a £35 lock... serious!!

Then I asked if I was an older person without a video on phone how would I cope, basically they would send out an engineer at their cost, however their behaviour to my enquiry says they would find a blame and you’d be liable...

Great business model for them, poor for the consumer.

I hadn’t mentioned it to the nice lady in the phone this was indeed my second lock in 3 years, they wriggled out of a warranty last time... twice bitten, Yale it is.

Had 5 Ultion locks installed on all our external doors. After just over 12 months the front door lock failed and we couldn’t get in. These locks may be secure, but when they are faulty they are very difficult to deal with. Cost us over £200 for an emergency locksmith to get in, and then replace the lock. No response from Brisant to our letters and emails, they won’t even refund the cost of the faulty lock. Poor reliability and disappointing customer service. Wouldn’t use these locks again, there are other alternatives, like ABS.