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Old 30.08.2019, 11:05
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Pet door/flap - Great experience

Folks, I have a short very positive experience to share with the brand Sure Petcare (makers of SureFlap pet doors).

I ordered their cat microchip flat from a Swiss website, installed it without problems, but the flap didn't work in my super weird, metal reinforced door. Contacted Customer Support, and they diligently recommended I carve out some metal, and cover it with their oversized frame for glass and metal doors. Did that, still doesn't work. They diligently mailed me a chip tester, that I could use to measure the metal intereference in the flap. Fast forward a few test and trials, some back and forth (delayed exclusively on my side, as I only spend time on this on weekends when my outdoorsy cat is around), and the conclusion is: my door has way too much metal sandwiched inside, and the flap will not work there. The make proactively said they'll mail me a specially modified flap, at no cost to me, and a label to mail back the 1 year old flap to them.

Wow...just...wow.
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Old 30.08.2019, 11:25
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Re: Pet door/flap - Great experience

I have to admit that their customer service is great but I'm not convinced that their products have had enough pre-production field testing before production.

We're on our third cat flap, and the third is highly modified, and not user-friendly to use.

Our tiny female Bengal cat has managed to break the the mechanical lock in the others and in the end, Sureflap's answer was to provide a modified unit with a modified lock and modified microcontroller code.

Every time we want to lock the cats into the cat room, we need to remove the battery compartment cover, press the programming button a few times, close the compartment and also use the manual lock.
The catch mechanism is also re-enforced.

What this means in practice is that we cannot set it to lock one cat in (to the cat room) and let the other out (in case one is ill and shouldn't have the run of the house).

We also can't set it so that the cats can go in the cat room, but not come out (useful at night).

Both those features were why we chose a RFID-capable flap rather than a mechanical lock flap.

But the customer service has been great -replacement flaps sent quickly (and before the old flap has been returned), and extra, spare catches sent FOC too.

Having said that, the huge, less intelligent brother of the female has not managed to break anything so it's all fine for most cats.
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Old 30.08.2019, 17:09
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Re: Pet door/flap - Great experience

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What this means in practice is that we cannot set it to lock one cat in (to the cat room) and let the other out (in case one is ill and shouldn't have the run of the house).

We also can't set it so that the cats can go in the cat room, but not come out (useful at night).
Perhaps you have older models? One of my flaps allows you to set different modes and schedules for different pets.
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Old 30.08.2019, 17:56
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Re: Pet door/flap - Great experience

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Perhaps you have older models? One of my flaps allows you to set different modes and schedules for different pets.
No, it's the latest. Unfortunately, the extensive mods that Sureflap made to my catflap to make it capable of resisting entry/exit by one of my cats (as mentioned above), has made those features not possible to use.
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