Recently replaced the handles & dead bolts for three entry doors. Purchased three Kwikset sets, with the smart key reset feature. Installed all three sets of handles and deadbolts, and reset all the key locks, so one key can unlock/lock all three handles and three dead bolts. However, one of the handles was not operating properly. After some troubleshooting, I figured the handle was defective. Contacted Lowes, spoke to a nice associate, asking if I could exchange just handle portion, as I had already installed all the other handles, all the deadbolts, and had reset all 6 locks. Was told this was not a problem, just provide the receipt, and bring back the handle portion and originals keys, and they'll swap out the handles. Got to Lowes, waited in line for about 20 minutes, and the associate working the counter had the replacement all ready to go. She was a bit busy and summoned another associate to assist. As the new associate started to open the package, some random associate appeared, telling me that I cannot just replace the handle, and that I needed to go back home, uninstall the deadbolt, and bring that back as well, to complete the exchange. I explained to him that I had already spoken to 2 other associates before coming here and the exchanged was approved, and already started. He stated that he works in hardware (relevance?), they're not correct, and that I need to bring all items together because the original keys need to operate the locks. I had to explain again to him that I had everything installed and already reset, so the original keys are not going to work on the defective handle and deadbolt, . Not sure why that's a requirement, as all the locks all have the reset feature. Also, Im sure the manufacturer can reset the locks. It was the handle that was defective, not the locks. He advised me that since the original keys won't operate the handle, that I need to purchase another handle for $35. I already dropped $243 on the new sets, with one being defective. Didn't make sense to me, but for the sake of argument, I just bought another set and left. It just would have been nice to been told this information when I called, before driving there and before the exchange taking place. I later called and spoke to a manager to get some clarification on this situation, and was told that he would have just completed the exchange. It really just matters on who you deal with on any given day.
