VisionPro thermostat security password don't work and is full locked

I had a Vision Pro TH8321 model, it work very good until I try to set lower, it don't let me do nothing, is full locked and the security password don't work at all. I call for service because They installed and don't work at all. The service man said that it had to be replaced.
Is that right?
Thanks for your help.
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John Barreto

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