Payment dispute between distributor and manufacturer leads to remote shutdown of smart locks.
More than 50 Singapore homeowners were abruptly locked out of their smart locks after a Chinese manufacturer remotely disabled the systems due to a payment conflict with its local distributor, Technex International.
Dispute Turns Tech Into Trouble
What began as a tech upgrade turned into a homeowner’s nightmare when dozens of Singaporeans found themselves locked out of their smart locks. Customers had purchased the locks from local distributor Technex International for up to S$1,500, only to find them deactivated after the company vanished following a financial dispute with its Chinese supplier.
Sales executive Ms Du, 39, had her lock installed in March 2025 but lost app connectivity by June. By July, Technex had disappeared — its online presence wiped and its shop at Vertex Building shuttered due to unpaid rent of S$21,732.
Remote Deactivation Over Unpaid Fees
It was later revealed that the Chinese manufacturer deliberately severed the app connection by deleting the serial numbers tied to the smart locks. The company had shipped the products under a five-year contract with Technex after receiving a bank slip showing a payment of RMB 1.55 million (S$277,000) in December 2024. However, the payment was withdrawn shortly after, prompting the manufacturer to halt all support
Despite two trips to Singapore, the manufacturer could not locate the distributor’s representative. Only about RMB 300,000 (S$53,600) was recovered, leaving a balance of RMB 1.25 million (S$223,400) unpaid. Legal action and police reports have since been filed.
Community Action and New Support
Ms Du, along with other affected homeowners, formed a chat group to share updates and support. The group now includes 15 members, some of whom never even received their purchases.
In July, new distributor Ascend Hardware, led by Mr Lin (surname transliterated), stepped in to assist affected customers. Within one week, the company received over 50 complaints. Mr Lin stated that Ascend would subsidize 50% of installation costs for those who had paid in full but not yet received service. Partial deposit cases would also be handled on a case-by-case basis.
CASE Urges Consumer Vigilance
The Consumers Association of Singapore (CASE) confirmed receiving six complaints against Technex since January 2025, involving defective products, failed delivery, and unresponsive customer service. CASE president Melvin Yong urged buyers to verify warranty coverage and company legitimacy before making tech purchases.
Consumers in need of help can reach CASE at 6277 5100 or via its official website.
This incident highlights the risks consumers face in a growing smart home market where tech reliance can backfire when supplier relationships collapse. For both Singaporean and Indonesian consumers, it serves as a warning to stay informed, demand transparency, and safeguard purchases, especially with imported or high-tech home devices.
Sources: The Online Citizen (2025) , Must Share News (2025)
Keywords: Smart Lock Dispute, Technex Singapore, Lockout Incident, Home Security Singapore, CASE Complaints, Manufacturer Conflict
