I had the worst installation experience I've ever had with this thing because I didn't follow the instructions but these people did anyway will replace the defective parts free of charge. This is amazing for a product in this price range. My story. I removed the panel with the standard handle and went to install the bully lock. I have a bedspread so I ignored the instruction specific notice to ensure the tailgate was CLOSED when the lock was installed. It didn't seem to matter, so I put on a new bezel and was on my way. About a block later I feel/hear the back door open and look back to see the bezel lying on the street. When I turned around, I saw some idiot running into him. I wanted to yell at him but didn't want to interrupt his important messages and just pulled over to close the tailgate. It turns out that having the tailgate closed ensures all the bars etc are aligned for the locking mechanism to work properly, and if I do it my way (wrongly) I'm actually pushing the bars so they don't click properly. I just take the lock off and ask for a different bezel. I grabbed my original bezel and found that despite the CLEAR instructions to be careful when removing it, I had broken the retaining tabs. So now I'm stuck without a tailgate frame. I just turned the lock back on (right this time) and called Pilot about their bezel. Because I did such a great job, their support people took pity on me and sent me another bezel for free. . This is amazing customer service for $20. Because a product is only as good as the back door can be locked. It's just a cheap way to keep an honest man honest. A real thief will find a way to steal the tailgate if they really want to, but that's cheap enough protection (or a bit of peace of mind, which is what I've tried).
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