How to fix Philips EasyKey Smart Door lock issues?

Amartya

I'm having persistent issues with this lock. When the door is locked and someone is trying to enter by holding the latch, it goes down all the way and leaves a gap in the door. The door and the frame now have a gap though the mortise does not disengaged but the door is wobbly. 

I have reached out to Bunnings Gungahlin but no one reverted. I have also reached out to the Philips call centre and multiple times with a professional locksmith but no one has been able to correct it. It seems either the lock is designed that way or there is some other problem. 

Appreciate if anyone can share a solution who might have had a similar situation.

MitchellMc

Welcome to the Bunnings Workshop community @Amartya. It's wonderful to have you join us, and many thanks for your question about door locks.

I'm sorry to hear about the ongoing trouble with your smart lock — it sounds incredibly frustrating, especially given how much effort you’ve already put into resolving it.

From what you’ve described, it seems like there may be too much vertical movement or play in the latch mechanism or strike plate alignment, which is allowing the door to flex. This shouldn’t be the case with a properly functioning unit, so it could be an installation issue or possibly a fault in the lock body or strike alignment causing the latch not to fully support the door when pressure is applied.

Since you’ve already contacted the Philips call centre and haven’t had a resolution, the best next step would be to head into your local Bunnings store and speak directly with a team leader. Let them know you've had ongoing issues, and they can assist with whether the lock needs to be replaced under warranty. Be sure to bring in your proof of purchase and the photos you’ve taken.

Please let me know if you have any questions.

Mitchell