My Sense came today and was to replace the Connect (zwave version of the same lock) that is on the front door. I was facing a strange problem because someone set up the internal gear back. What I mean is out of the box, this lock would never be locked, but would be tied instead. In Login, turn the wheel to the right to lock the lock. On it, out of the box, he was set to turn left to lock the lock, which would obviously never work. Rather than wait slowly for the replacement of the Amazon snails, I decided to try to fix it first. The lock was very easy to separate and to see all the white plastic wheels inside. The large main gear was out of alignment. Using my Connect as a reference, I moved the gear a few teeth at a time until it matched the movement of the Connects finger wheel. This took about 5 times, then I was good to go and now the lock seems to work fine, although I don't think it's as smooth as Connect, but not too much .. I could probably have a I solve without Connect, but there would have been many more routes, errors and time. Since about the end of February, I have received Amazon sending me 3 items that have been clearly used / open box, but this does not seem to be the case this time. So I think it was a factory scam, but throwing this here in case someone else is facing it.