KRYPTONITE Anmeldelser 

My 4 months old New York lock stopped working (and it had been troublesome from the start, getting jammed regularly). I have made a warranty request with kryptonite, and heard nothing at all except an automatic e-mail. Is there a customer service at all?

Update 11th May: Kryptonite said they will contact me, requested my details which I provided immediately. Nothing again, silence. Expensive bike lock that didn’t last even few months, disappointing.

Update 19th May: I changed my rating to 4 starts as after my last update I had an e-mail saying new lock will be sent to me. And today I have received it. Thank you. Shame it takes to go to trustpilot to get things resolved though.

my bike was stolen two months ago. i filed a claim but never got an answer a part from the automatic email from their system . Asked for a follow up and never got a response . From UK seems to be impossible to call them . In 2023 with VOIP technology been an everyday thing for businesees seems unreal that you don't have a working/free European number .

Really confused about the key safe program?? I registered for a replacement nearly a month ago, got a reply saying they would send them 'when they were able to' and I haven't received anything or had any response to my two follow up queries. I don't have a clue if the key hasn't been sent or it's been sent and is stuck somewhere and no one is replying with no phone to call. Terrible customer service, I originally got this lock over another for this program but think I'm just going to have to end up getting a different lock anyway :(. Would be ok to take a while if there was at least some communication about it. If you're going to advertise this then it should be more of a priority!

Update: Got a reply after posting this review that my key would be sent out by the end of last week and I'd get a notification when it happened. No notification and my ticket has been closed so still don't think the key safe program is real.

Ich habe ein Kryptonite Bügelschloss Evolution Series 4 gekauft und will diese Schlüssel dazu registrieren. Auf der entsprechenden Website taucht dieses Modell garnicht auf, bzw. mit undefinierbaren Ergänzungen, sodass ständig Fehlermeldungen kommen, wenn ich die Schlüsselnummern eingeben will.
Das ist ein völlig mieser Service!!!

Replacement key system seems to be more of marketing ploy than a reality.
I ordered it months ago … but today it did arrive

I ordered a replacement key for my lock a couple of weeks ago. On the order page it said dispatch time 1-3 business days. As I still hadn’t had a dispatch notice I decided to contact them via their message/ticket service a couple of days ago. I have still heard nothing from them. I’m starting to wonder if this website is a scam and whether I have lost my money!

UPDATE: 28/02/2023 Happy to say Kryptonite asked for my contact details today and also messaged me today saying they will dispatch my order by the end of the week.

UPDATE: 29/3/3023 The key arrived a couple of weeks ago, however, they sent me the wrong key!! I have messaged them but had no reply. KRYPTONITE..please, if you read this can somebody re-send the correct key?

FINAL UPDATE! 4/4/2023 Happy to say I did get a message from Kryptonite about the wrong key being sent.. they apologised and said they’d get another one sent via UPS. They did exactly that and the new key arrived pretty swiftly.. it was the correct key and it works great!

So thank you Kryptonite for restoring my faith in your company with this response.. I have upgraded the stars in this review and now feel happy to use the company again if needed.

My bike was stolen in Dec 2022. I had signed up for Anti Theft Protection offer- insurance and I filed a claim. Although I sent multiple follow up e-mails and called their customer service center (+001781-828-6655 ) never heard from them.
It seems that their anti theft protection offer is not legit- I do not recommend paying extra for that service because they are not paying you back what they promised to.

Update on 24/Feb/2023 : KRYPTONITE Trustpilot review said that they will be contacting me, but have not heard from you yet- Still waiting for an update

Update on 25/Feb/23 : KRYPTONITE asked for my contact details

Update on 01/Mar/23: KRYPTONITE informed me that my insurance claim is approved and asked for my details.

Terrible experience getting a replacement key. I requested a replacement key in Oct. 2022 and have still not received the replacement key. I have had a couple of email correspondences that confirmed they have my key on file but what's the point of having a Safe Key Program if you can't get a replacement key??? For the premium price of their locks they sure offer you very little in customer service.

I'm happy with the lock. But the service they provide to order another key is very bad. I've ordered 2 months ago and still don't have it delivered. The response from customer service is that they think it's delivered a a post office but no mention where.

It seems like you first have to write a bad review before they get in touch with you so here we go: I had my Kryptonite Evolution Chain lock for almost 1.5 years when I suddenly could not lock it again (at least I didn't had to cut it open), the key just wont turn anymore. I sent them an email over 3 weeks ago and haven't heard anything back since. Reading the other reviews it does not seem to be an "after Christmas" issue but to be the way kryptonite works in general - very very slow.

This company is a joke,

First their oh so safe number-lock was cracked within the 10-15 minutes during which I left my bike alone, then I filed a request with them on the 4th of December and still haven't heard back from them.

W*f Kryptonite, this is embarrassing.

In case you are reading this, my ticket is #403740

Update:
nach der schlechten Bewertung hat sich Kryptonite gemeldet und alles geregelt (leider alles auf english, aber ok).

Ersatzschlüssel wurden geliefert Betrag erstattet (bis auf Zollgebühren)

Das Bügelschloss schein robust, über die Haltbarkeit kann ich noch nicht werten.

Da ein Schlüssel nicht mehr auffindbar war, wollte ich das Ersatzschlüsselprogramm von Krypotnite nutzen.

Hier der Text von Kryptonite aus einem offiziellen youtube:

Zitat/
Es passiert. Du könntest deine Schlüssel verlieren. Viele unserer Schlösser werden deshalb mit dem Key Safe Programm verkauft. Registriere deine Schlüssel bei uns und wenn du sie mal verlierst, dann können wir sie dir ersetzen. Für viele unserer Schlösser ist der Ersatz der ersten beiden Schlüssel kostenlos!
/Zitatende

Ich habe über zwei Monate versucht via Servicemail/chat dies in Anspruch zu nehmen. Ohne Erfolg.
Es wird auf Rückfragen nicht geantwortet, mein Fall ist noch immer offen und nicht geschlossen.

Meiner Meinung nach absolute Servicewüste von Kryptonite.

Dann aus Verzweiflung kostenpflichtig bestellt. Nach einer Lieferzeit von einem Monat auch erhalten + 8,95 Zollgebühren.

Fazit: Schloss gut, Service (meiner Meinung nach) teuer und schlecht bzw. gar nicht vorhanden.

Kryptonite sell themselves as a trustworthy company, but don't believe it. I've had a warranty request open with them after the lock I purchased fell apart, and I've heard absolutely nothing from them in the month since I opened the ticket. I've tried to follow up multiple times, even contacting them via twitter - it's impossible to get a response of any kind, not even a chatbot. I want to have a human deal with my warranty claim for their expensive lock - is that too much to ask?

Incase anyone from Kryptonite does see this... my request is number 403059

I spent a LOT of money to get one of these locks for security and the ATPO. Sadly my new bike was still stolen, and now I am faced with the awful customer experience of not hearing anything back from the company I picked to help me in this exact situation.

My claim number is 108900, so please don't copy and paste the generic message for details as you'll have all of my details. I claimed over a month ago and have heard NOTHING.

This isn't acceptable and I'd really appreciate it getting resolved ASAP before I escalate further.

Got a problem of key not working after 2 monthes
I contacted customer support 3 weeks ago filled the form sent the invoice they never even answer me in any way

Today 2 of january still nothing resolved, really disapointed was hoping for help with your message but nope

My bike was stolen. I paid greatly for to Anti-Theft Protection they offering thinking that there is a reliable company behind it. Unfortunately, it seems like a completely scam that misleading the customer in order to gain easy money! It’s almost 3 month since I activated my insurance and nobody as reached out to help (also ignoring my emails)-case 108848. Next step is to escalate this to my law firm in order to stop this fraud immediately.

I was a Kryptonite evangelist and had bought many locks from Kryptonite over the years. I have submitted 3 separate help/support requests for three separate issues on three separate locks (one on Aug 25th, 2021 for a stolen bike, and two on Nov 15th 2022 for a defective lock and a key replacement request) and I've received absolutely no responses. I checked just now and the tickets are all still sitting in "open" status. I was convinced that the support platform they're using must not be working, until I found the Trustpilot reviews and realized that my horrible experience with Kryptonite's customer service was not unique. There's no excuse for a ticket to be sitting in "open" status for 1.5 years?! I had forgotten about the request (which seems to be part of their support strategy) until I had to submit my more recent support requests. This definitely must be a foundational organizational issue and I can't see how a company can stay in business treating its customers this way.

[UPDATE 9.01.2023] On Friday 30.12.2022 I received a positive response to my ATPO request. Kryptonite customer service asked me for my bank details to transfer the money for the stolen bike. Since then, 1 1/2 weeks have passed and the money has still not been transferred.
[UPDATE 27.12.2022] After I posted the update on 6/12/2022, Kryptonite got back to me. They said that I received the wrong email and now have to wait 30 business days instead of 5-7 for a decision on my ATPO request.
It has now been over 30 working days since I first contacted Kryptonite, my ATPO request is still unresolved, I have not received any money and my bike is still stolen.
I am very disappointed, I thought the lock insurance was a good cover. I now have to get a lawyer involved to finally get the money back.

[UPDATE 6.12.2022] Customer service requested my contact details on 1.12.2022. As of today, 6.12.2022, there has been no further response. Kryptonite has not contacted me. My ATPO request is still unresolved.

Unfortunately a few weeks ago my bike was stolen. I reported the theft directly to the police and submitted an ATPO request via the Kryptonite website.

I received an automated email response that my request would be processed within the next 5-7 business days and I would be notified if it was accepted or not.

After almost two weeks, I still haven't received a response (even though I provided all the required data) so I wrote an email to Kryptonite asking them to process my request in a timely manner - to this day I have not received a response.

The ATPO seems like a scam, very disappointing considering that you have to pay extra for it.

Unless I receive a response to this, I will hire a lawyer.

I would still buy the lock again, but next time I would opt for a proper bike theft insurance!

This company seems to be a favourite of most bike lock sellers. The lock security and most importantly the ability to order new keys. I ordered new keys over a month ago. They caused issues with my credit card. First reversing payment- causing me to contact and ask why (no response to that in 3 weeks) so I just bought an OnGuard Bulldog lock (much better- still secure, cheaper and 5 keys!), thinking they cancelled the order and sold the lock I had. They have subsequently recharged me for my order and I wrote again, this was 17 days ago and still no response. Don’t buy the locks if you envisage a back up of the keys. The low score is well deserved and there are equally good brands out there. I’m looking at being saddled with 5 keys for a lock I don’t own because of a company’s poor management and customer interaction

Bike was stolen over 3 months ago. I have emailed them countless times. I have called them 4 times. The ATPO program is complete scam. They just keep making false promises. No one ever responds. I will be contacting my attorney general.