Ultra stuck in maintenance mode
Hi everyone!
My 3 month Ultra is stuck in maintenance mode since last night. Solid Red light. At 10pm it suddenly stopped working, right when folks wanted to leave the house. I tried to reset the lock on the door, but I was in an infinite loop of the reset timing out and leading me back to the maintenance mode.
Next step - factory reset. Didn’t work either and timed out.
So I took it off the door to let people out, trying to reset it again while emailing Nuki.
This morning I got someone on the chat, and they said because I removed the silver enclosure of the lock while taking it off the door and letting folks out, I voided the warranty.
They also stated that sometimes locks can get stuck in maintenance mode and that they’re making improvements to avoid it.
Their suggested solution:
- a 30% voucher towards a new lock
- no replacement because I voided the warranty by taking the lock off, and unfortunately (for me) that enclosure. I genuinely thought I needed to do that to take the lock off the door.
- I don’t understand how the silver enclosure holds the key to warranty.
So now I’m stuck - I don’t have an electric lock, I’m bought into the brand ecosystem with the NFC keypad, and I need to buy a new lock to replace a 3(!!!) month old lock, while a new one might fail again.
Has anyone had that problem before? And received a similar response from Nuki? I find a 30% voucher to replace a €349 voucher is quite the statement from a company that we should trust our home’s safety with.
