Exceptional Customer Service
Along with of our industry leading prison locks, Willoughby Locking Systems prides ourselves on our exceptional customer service. We believe that in order to truly feel confident in your purchase, you need to also “buy the seller” before you buy the product. Our knowledgeable and professional team is ready to answer any question you may have before proceeding with an order with us.
Why “Buy” Willoughby?
Willoughby Industries has been family-owned and operated since its founding in 1947. We have always seen our customers as an extension of our family, so we prioritize their satisfaction. That is why exceptional customer service is not just a goal throughout Willoughby; instead, it is a core principle that regulates everything, from how our products are engineered, to our order process and post-purchase support, and everything in between. Our products are a representation of the quality we demand, and we have built a team that embodies our expectations and reliability.
Initial Inquiry
When beginning the process of an inquiry with us, you are directed to one of our professional team members, not an automated voicemail or to a call center. Your phone call rings straight to the department where all of the products are built, tested, and packaged in. You’re met with a friendly, knowledgeable voice, ready to collaborate with you with your future project. Willoughby Locking Systems experts have years of hands-on experience in the detention lock industry. They can help with a range of questions, including submittals, installation, maintenance, servicing, lock handing, troubleshooting, warranty questions, and more. You can contact us by filling out the contact form below, giving us a call at (800)428-4065, or sending us an email at sales@willoughbylocks.com.
Transparency in Communication
Something to ask yourself when inquiring for a project is this: How well does the seller communicate? In a perfect world, your seller should approach you with honesty regarding policies, pricing, and products. This allows you access to all information you will need to proceed with an informed, confident purchase while avoiding buyer’s remorse completely.
Credentials and Certifications
Along with transparency between yourself and our product expert, we encourage you to consider familiarizing yourself with the certifications of the products you are interested in. Here at Willoughby, our products are tested and certified to uphold our high standards of quality. Learn more about our Detention Lock Certifications below.
History, Reputation and Reviews
When you are wanting to try a new restaurant, you may find yourself checking the reviews to hear some first-hand experiences from those who have already dined there. Why should prison locks be any different? Hearing from the customers we have previously worked with and/or currently working alongside of is a great addition to the conversation. Hearing the unfiltered truth from an outside perspective only adds to the credibility of our company and product. Check out this review from one of our customer below!
Warranty and Post Warranty Service
Prior to the founding of Willoughby Locking Systems, correctional partners across the country expressed how frustrating it could be to get their locks serviced, whether it was in or out of warranty. This information is the exact reason we made the decision to keep all offered servicing in-house. This is in contrast to competitors who outsource their warranty services to third parties. In the unlikely scenario of a Willoughby lock returning to the warehouse for servicing, at least you know you are sending it back to the same hands that constructed it, and back to the facility equipped with all of the parts necessary to return the product back to you in a timely manner. You can learn more about our warranty policy by clicking the button below.
Importance of In-House Production and Servicing
No one knows Willoughby Locks like we do, obviously. We place an incredible amount of pride in our product, and if something happens to any product that needs attention, we demand we are the ones to make it right. Three of the reasons in-house is considered a core value here are:
Reliability: Whether you purchase a Willoughby Lock this week or 5 years from now, you can be confident the parts and build quality has not changed. We strive for your complete satisfaction to stay consistent with our product from day 1 onward.
Quality Control: By managing all processes internally, we are able to guarantee the quality of our parts and repairs. No lock leaves our facility without multiple experts having eyes and hands on it.
Swift Resolution: We know when a lock malfunctions, it is imperative to get it back online as soon as possible. Our technicians are equipped with the parts and knowledge it takes to address issues when they arise to reduce downtime and in-facility inconveniences.
Willoughby Locking Systems – The Right Choice
At Willoughby Locking Systems, we believe that exceptional customer service means a commitment to quality in design, materials and support. Dedicating ourselves to the highest quality of product, personnel, and servicing, Willoughby Locking Systems sets itself above and beyond for you, our customer. We look forward to building a relationship with you and collaborating on your project together. Please feel free to send us an inquiry with any concerns or questions.