Selina Chia
If I could give zero stars for this, I would gladly do so. I recently bought a door and gate lock system and was very impressed by it when GM HK introduced it. The installer came today and installed it. Unfortunately, the door lock did not work. He messaged and called HQ, but all the help he received was "try again" and YouTube videos instructing him to "factory reset." He really tried, calling and troubleshooting for over half an hour, but it was unsuccessful. Despite this, he was apologetic (even though it was not his fault). Then the real issue began. I received a call back from the Helpdesk stating the earliest they could come to fix the issue was in six days. 1. I bought a door lock, yet my door can’t be locked for six days! 2. I mentioned I wouldn’t be around (on her stated date) and requested an earlier slot, but she claimed it was full. 3. She told me to use the key lock instead. The key lock is supposed to be a backup, not a solution. Then why did I even buy your product when I don't feel safe using it? When my husband called and asked Vivi to call him back by 5 PM, she did not. At around 5:45 PM, he called again, and her reply was that someone was coming in half an hour. 1. She did not check first if anyone was at home. 2. The installer had already informed the Helpdesk via message that "the owner was going out soon." She kept insisting that the installer could come at 6:10 PM. Vivi insisted that we could use the manual lock in the meantime. So she expects us to travel for half a month while leaving the door improperly installed, hoping that the lock would be sufficient to prevent a break-in. Moreover, throughout the calls with Vivi, her attitude was nonchalant. It's surprising that she has raving reviews online. Is this how service recovery is done? I am utterly disappointed and will not recommend Hanman to anyone. I'd rather stick to other brands.