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Hey over at the Notting Hill locksmith home lockout service, this is my theory. The Customer told me that he was away for the weekend, and when he arrived home, his son said that there 'was a problem with the lock.

Bearing in mind that the latch was only inside the keep about 2mms, I am wondering if he slammed the door with the latch deadlocked, and the latch jumped past, and into the keep. The force of this may have caused that part to break inside and jam the mech.
 
I'm aware there can be some problems fitting these a cheap locksmith near me had fitted one and made a right pigs ear of it, and if I remember correctly, you have to angle the keep away from the door edge slightly. Is this correct, as I'm anticipating fitting the replacement.
 
I fitted one of these to my own door and ended up removing the auto dead lock as when the door was closed it just hit the frame and did not retract.

WD40 works well, but yes the keep needs to be set slightly deeper to allow the tongue and latch each in turn to retract. it helps if the door gap is bigger also but both are impeding how the lock is mean to work and is border line whether the dead lock feature will work.

I know what people say but i will never fit one of these again and always prefer to fit pbs1 or 2. Been lucky and not had probs with these, that makes sense. I don't really like these locks either. I carry the PBS1/2 and fit those if I have to fit BS Nightlatches, though I've had a few of them fail, - not ones I've fitted but ones that have been on a decent time and have been called out to see to. What do you guys at Notting Hill locksmith think please let me know.

There is a small spigot on a ring inside that can break off as it's only alloy, - then the lock is next to useless. I also find few Customers want me to fit the Yales once they find out the price, - I charge around £100 for them. Some Locksmiths round here are charging £130 just for the lock. Customers normally go for a 3G114E, as it's less expensive, and arguably more secure.
 
When you say that maybe the customer closed/slammed the door shut with the latch dead locked, you can't do on these locks.

The little red button is just a latch 'hold back' and doesn't dead lock the latch in the thrown position, only retracted? The only way to do that would have been for the latch to be dead locked with the key when the door was in the open position, then closed. Unless he was completely thick, most would only use the key to dead lock when the door was closed!
 
I reckon that the lock was so ill fitting the customer tried a little DIY and stripped the lock not putting it back together correctly, hence the missing spring. Closed the door and couldn't open it again?

The oddest part of all was I went to fit the replacement and took the original 'keep' off the door frame, put the new one on, which looked identical, went to close the door and it fouled the 'keep'.

Closer examination showed that the replacement, was about 3mm thicker than the original, and as it was butted right up to the wall, the only solution was to offer to cut a bit out of the plaster to house the extra 3mm or so. Fortunately when I offered the Customer declined this option, and was happy to retain the existing Notting Hill locksmith keep.

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