Candy House followed up to me privately and arranged for a replacement unit to be sent out and emailed me a shipping label to have the defective unit returned to them. It was indicated to me that they could look at a log kept on their end to verify the fault. The new unit looks identical to the original. I'll admit that I have looked at other locks, but there are features on the Sesame that are essential to me that preclude other options. Having said that, it is not a perfect solutions for me at this point. I do not have the WiFi module yet.... I'm looking forward to that soon I hope. And although I do not expect that to fix any of the large issues, I was happy enough to buy a second one for another door.
To directly answer your question.... The followup was fast, professional, and relatively pain free. It could have been faster though because they were all out of white and I had to wait a few weeks for replacement. I did have the option to change colour for immediate shipping. Customer service: five stars. Product: Three stars.