We had our house built over ten years ago. We chose Kwikset door hardware
throughout and it has served us well.
A couple weeks ago we could not close the back door to the garage. The
doorknob latch was in the extended position and would not go in so the door
could not close.
I tried to remove the doorknob assembly, but the doorknob shaft would not
come out. Finally I called the Kwikset company to see if they had any
ideas. They told me to call a locksmith and send them the bill. The
locksmith said an internal part was broken and jamming the mechanism. He
used a screwdriver to bend the lock frame and took out a broken part.
Again, I called Qwikset. They told me they would send me a new lock set -
their products have a lifetime warranty. I didn't even have to send them
the old lock.
In the meantime, I took the door mechanism off a seldom used closet door in
the computer room and installed it in the back door so it would stay closed.
Of course it didn't have a lock on it, but we also have a double cylinder
deadbolt on the door so we were able to lock the door.
Today the new lock set came via Fed-Ex. Of course it has a different key,
but that's not a big deal.
I was really impressed with the response of Kwikset. This kind of service
is far too rare in this day and age.