Issue date: 10/8/04 Section: Opinion

The Latin phrase, "Caveat emptor," meaning "Let the buyer beware," has stood for centuries as a warning to consumers against unscrupulous sellers. When it comes to purchasing security products; however, most people spend time researching a product and placing great faith in the company to secure valuable possessions.

This was the case with the popular "U-locks" made by Kryptonite, famous for its case-hardened lock that seems near-impossible to break. Recently, it's been discovered that these locks can be picked using only a Bic pen. With such a simple oversight, Kryptonite now faces a public with a shattered faith in the company.

The public debate started when Chris Brennan, a San Francisco bike owner, posted this security flaw on www.bikeforums.net. It wasn't long before many people began to post movie files proving the lock-picking trick. One of the posters, an unidentified bike shop owner in Washington D.C., was shocked when he discovered the truth for himself.

"At first I didn't believe it," he wrote. "Then I tried it. The Bic thing has shaken my faith in any of the tubular cylinder locks, and we are pulling all of them from the shelves ... We are going to try and get our customers replacement locks ASAP, whatever Kryptonite chooses to do. In my mind, there is no excuse for losing your bike to a guy with a Bic pen."

This bike shop owner has the right idea. Though caveat emptor always applies, if a company wishes to reclaim its good reputation and a valued trust with its customers, it has to pay for its mistake out of pocket. Right now, there are many hurt and angry customers out there, and an effort of good faith must be made to repair these damages. According to the Associated Press, at least seven complaints have been filed against Kryptonite, as well as Master Lock, which also has U-locks of similar design. Class action lawsuits are pending in San Francisco, Washington D.C., San Diego, Seattle and Toronto.

If this were a simple and recent oversight, Kryptonite could easily issue replacements to its customers, such as the Washington, D.C. bike shop owner is doing, and have an easier time saving its reputation. However, these lawsuits are now alleging that the lock manufacturers have known about this flaw since 1992 and have done nothing to fix it in 12 years of production.

Continued...

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