Hi there,
I have owned a Smart Lock Ultra that I got from the first batch back in January.
My yellow adapter is broken (into 2 parts); I have mailed Nuki Support 4 days ago with no reaction (I got an email stating that they have recieved my claim). Who can help me quickly - the lock is as you can imagine unusable.
Is there anyone in Germany who can send me a replacement part quickly - maybe 3D printed?
Thanks
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You can buy a new adapter here.
And that’s exactly one of the reasons why I won’t be buying the Nuki Ultra unless there are massive changes to the Smart Lock.
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Thank you Martin. I contacted Nuki support mid of last week with no reply yet. I dont understand why Nuki doesn’t add this penny part in multiples in the retail version if it is prone to break.
If you order 3 pcs the delivery cost are as high as the 3 adaptors…really bad customer experience.
Plus I don’t get why customer supprt is - at least in my case - non exisiting. Cant take them a week to reply and send replacement from Austria that will take another 5 days to arrive.
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It is a part that is permanently under load and this central part is made of simple plastic. Instead of creating a durable metal version.
They simply want to save money and earn money with the spare part. Nuki knows that this part will break sooner or later, but nothing will be changed.
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I also don’t understand why they don’t pack one or two adapters as a sparepart for the Ultra. I complained already in December that the part was poorly built and I was told that it had breakpoints for safety so the Ultra wouldn’t be damaged if something jammed.
@David: Is your lock working smooth or does there got stuck in the lock? There’s got to be a reason the adapter breaks. Do you use it in insane mode?
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Hi Harry, my lock was set to normal (standard) mode. No idea why it broke. It happend about after 1 month of usage. Typically this door opens and closes 8 times a day. Its not even a heavy door.
I relly don’t get why this part is made out of 3D printed plastic and if this is a part that “should” brake (I assume thats because of the counterpart of the lock side is also made from plastic instead if steel so the teeth of the lock themselvesd dont get damaged) why Nuki doesn’t add a few extra adaptors - especially with the ultra poor response of support. They even closed the Chat support - so emails get sent and I dont know when they even respond to claims…really bad customer experience for a 350 Euro lock!
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You can buy a new adapter here.
Actually it’s not currently in stock so buying it is not an option.
I agree that support (or lack thereof) is a concern. Chat support option was removed. Until few days ago there were phone numbers posted for support but now I see that they are gone as well. Email seems to be the only option for contact now and I have not received a response to an email I’ve submitted several weeks ago. This is very worrying.
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I finally got an answer back from support.
They asked me for a picture - the invoice and the lock id.
I sent them a picture, told them to look up my orders (I ordered both Ultras in the Nuki online shop).
They then replied that they are looking into it…
WTF are they looking into?
They got the picture, I ordered both locks (where one of the orders was missing the adapter in the box) on the Nuki Website directly.
Why don’t they send a few adaptors via express my way?
I spent 700 Euros on 2 locks and none of them is usable! This is really really bad customer service / experience.
Apparently no one here from Nuki sounds to be interested!
I ordered the replacement parts on my cost … so I need to solve their issues with my money - and also pay for shipping. Job well done Nuki 
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I’m in France and got the same problem. I do not understand why this piece is not in metal.
This is one of the most important piece of the lock.
After having contacted the support, the guy send me a 10€ coupon code and I have bought several of them…
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I assume that they have not choosen to make the adapter from metal as the opposite part of the lock itself is from plastic too. Meaning in a jam the metal part could damage the other side of the lock. To me both parts should have been designed in metal.
I got the code as well, need to wait until the adapter is available again. Apparently they only had a few pcs available. Questionable for a penny part thet is prone to break…
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Same here adapter broken. After several emails I got a code to order replacement but out of stock.
Not sure when and how this lock becomes usable again. For now big waste of money. Hopefully they sort out these issues. And step up their customer service.
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I happened to me also. The first try to open my looked door from the interior, and it breaks. Not even the time to try the Nuki itself. Seriously Nuki, are these little 8 plastic holders that join both circles are supposed to open my AirBnB door multiple times a day?
I contacted the support, they offered me after 5 days, to ship a new one. I asked for 2 units in case, but they answered “no”, and I’ll have to buy another one at my cost if I want an extra unit.
IMO it’s a product conception issue, and these piece should be:
- Replaced for free at any amount a change requests.
- Or make a stronger piece that supports heavier loads.
Also, I asked my friend to create a 3D model without these holders. One compact piece only. i’ll share it when it’s done and tested.
I’ll keep you posted.
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Please do share when the adapter is ready
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Ok, so I printed mine yesterday. I used this file: Nuki Ultra Cog Replacement (Spare Part) by CanWeFixThat | Download free STL model | Printables.com
Pins between both circles are stronger 
I also created another version without “security” pins (plain plastic). The basic version printed above works perfectly! I printed 3 of each 
The quality doesn’t look great on photo, but it fits nicely in the Nuki, doesn’t move, and does a perfect job.
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Sorry for the multipost, Nuki community only allow 1 picture/post. The plain version (it’s not the one I’m using, and I don’t think i’ll):
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