Tuesday, August 23, 2016

Customer Support Sticks It to Customer

Our Consumer Problem Department (CPD) was asked by a loyal reader to try to fix a problem he was having with Iris, his smart home system. The issue was whether a given smart lock was compatible and whether a given promotion could be modified. There is no reason for anyone to read this. It is offered to show that even highly trained professionals as our CPD staff sometimes fail miserably and are even jabbed by merchants:


Dear Iris Support:

1. Is the Schlage Lock Company BE468CEN619 Connect Century Touchscreen Deadbolt compatible with my Iris Second Generation hub?
2. If so, can I buy it from Lowe’s/Iris online?
3. If so, do you throw in a hub for free?
4. If so, if I already have a hub, is there any discount for buying the lock from you but not taking the free hub?


Dear Iris Customer,
Thank you for reaching out to the Iris Customer Support team.
1. That specific lock is not supported, however here is a website with all of the Schalge Locks that are supported, as well as all devices that are supported on the Iris system. https://support.irisbylowes.com/link/portal/30143/30206/Article/653/Devices-Supported-on-Iris
2. You are welcome purchase the supported Lock from a Lowe's store or online
3. The only purchase that includes a free hub would be the purchase of a Security or Automation Pack.
4. There would not be any discount offered if you did not need the hub.
Thank you for contacting us with your questions,
Iris By Lowe's Customer Support


Dear Iris Support:

I appreciate your response but I’m not sure I understand it.

1. The (New Model) Schlage Connect Century Touchscreen Deadbolt with Z-wave Technology and Extra Key BE468-2K (Satin Nickel) does not appear on your list of compatible products but, according the Amazon website, it is a Z-wave product that is compatible with Iris (among other Z-wave hubs). See https://www.amazon.com/dp/B01EKA88ZE?psc=1 (“This model is compatible with many popular Z-wave systems such as Nexia, SmartThings, Wink, Lowe's Iris, Staples Connect, Alarm.com, 2gig, Vivint, Zipato, Vera, DSC, GE/Interlogix, Qolsys, ELK, Honeywell, and Leviton”). So, could you please confirm whether your list is correct or whether your list is not up-to-date and the Amazon description is correct. By the way, the lock referenced in my original email (Schlage Lock Company BE468CEN619 Connect Century Touchscreen Deadbolt) likewise is Z-wave compatible and noted by Amazon as compatible with Iris.

2. According to your website at http://www.lowes.com/pd/Schlage-Connect-Century-Satin-Nickel-Single-Cylinder-Motorized-Touchscreen-Electronic-Entry-Door-Deadbolt-with-Keypad/4438295 , if one buys a doorlock, one gets a “FREE Iris Hub, a $$59.99 value, when you buy an Iris compatible door lock.” There is no mention of a Security or Automation Pak. Given that this offer ends today, I would appreciate a prompt response. Thank you.


Dear Iris Customer,

I did see on the website where you saw the promotion of 'Purchase a Lock, get a free hub', and unfortunately that did end yesterday. If you visit the irisbylowes.com website, you can find the promotion of 'Purchase a Security or Automation Pack, receive a free Hub'.

As far as the locks, if they are Z Wave, they might be able to pair with the Iris System, however; they may not be fully supported and work as intended. The link I previously sent you with the devices that are supported are the only ones that I would really recommend purchasing from a Lowe's store. Or, if you can find the specific supported lock on another site, you can purchase it there as well.

If you have any other questions, feel free to email us back, or contact us at 855-469-4747 and we will be more than happy to help you.

Thank you,

Iris By Lowe's Support Team

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