Nuki Smart Lock Pro 4th Gen White Bundle - with Free Ring Floodlight camera and Ring spotlight camera.

I would like to take a moment to remind you of the context surrounding my support request, as I feel it has not been fully addressed: I purchased the devices directly through Amazon and also via the official Nuki store, which is evidenced by the invoice I attached in my previous email. The device is experiencing an "engine failure," which your team has confirmed through the provided error code. Despite this, I have been redirected to contact a reseller, which I find both confusing and disappointing, given that my purchase was made through official and trusted channels. I was expecting that, as the manufacturer, Nuki would handle such issues directly, especially for a technical problem identified by your support team. This response undermines my confidence in your brand and has left me with a negative customer experience. From NUKI : Skander (Nuki) Jan 22, 2025, 17:30 GMT+1 Hello Gilles, Thank you for your message. Unfortunately, this error code indicates an engine failure. To rule out any other issues, please carry out the following steps: Please rule out the batteries as the source of the issue by exchanging them. Please note if you are using Power Pack, it is of course not needed to exchange the Power Pack, just assure that the Power Pack is charged. If this step doesn't resolve the issue, then we will have to ask you to directly contact the reseller because the device was bought outside of the EU and not in our Nuki shop. We kindly apologize for any inconvenience caused by this.

Maybe you need to get the Nuki cylinder as well, so your door is compatible and could still be opened with the key from outside

I like the product. It was fitted by the supplier and it has worked really well since installation. I’m a bit shocked about the reaction of the manufacturer that basically says “because you bought it outside the EU you can take a hike”. Not really the response I was expecting, so that’s why I dropped two stars. If you don’t want to support a product outside the EU, don’t sell it here.

The app doesn't always connect to the device. Except for this, the lock is very reliable

After 4 months, there is an error in the motor.

App does not connect. Shows offline all the time. Tried to get it fixed with the technical team but still the issue persists. Faulty piece.

This device has a lot of WiFi connection issue I waiting for 2 updates and the problem is exists What a waste of money

It took a little while to set it up, the support from NUKI was terrible unfortunately. Very slow response and I had to explain the issue 100x over again with every new resource assigned at their helpdesk. But once i got it working, wonderful product!!! the app and sharing of access super efficient