Wentworth Protection Limited

Hi there, Thank you for your message, and I’m really sorry to hear how frustrating this situation has been. We completely understand how inconvenient it is when something isn’t working as expected, and we do genuinely want to help get this resolved for you as quickly as possible. Regarding the bollard, we provide a full warranty covering any issues resulting from manufacturing defects or installation faults. The locking mechanism itself is designed to be used in a particular manner, which means it can unfortunately be affected if it becomes misaligned during incorrect use. Because of this, we provide clear guidance on how to operate the lock correctly, including a video overview and written instructions following installation - both of which were sent as you acknowledged. When you contacted us, we spent time on the phone with you to try to diagnose the issue and help get things working again. From what we could see, the lock had become misaligned through use, which means it would fall outside the scope of the warranty. We do appreciate that this is frustrating, and we’re very sorry for the inconvenience caused. As a gesture of goodwill, we’ve offered a heavily discounted replacement lock and can arrange for this to be resolved quickly so that everything is back working smoothly. We truly value our customers and always aim to be as fair and helpful as possible. Please let us know how you’d like to proceed, and we’ll make sure the next steps are handled promptly. Thank you