Small symptom.
Useful detail.
A lock problem is easier to discuss when you describe the behavior. Tell us whether the key enters, whether it turns and whether the latch holds when the door closes.
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Start with what you can observe.
A key that will not turn is different from one that turns without opening the door. A latch that will not engage may also involve the door position. Describe the normal-use behavior and whether it changed suddenly or has become gradually more difficult.
Avoid forcing a key or repeatedly operating hardware that feels unstable. You do not need to disassemble the lock to explain the problem. Ask about an assessment and the possible repair scope for the actual entrance.
The door belongs in the description.
Mention whether this is a home entry, a shop door or a common building entrance. Say if the door needs pressure to close, whether another entrance is available and whether you can currently secure the property.
For a shared building or business, identify the authorized property contact. If your main concern is older keys still in circulation, rekeying may be a separate discussion from repairing a mechanical fault.
Repair and replacement are scope decisions.
The appropriate work depends on the hardware and its condition. Ask which parts of the entrance are included in the proposed estimate and how any additional work would be approved. Support for a particular product must be confirmed.
If the entrance cannot be secured, explain that first and ask about urgent-service availability. A city name alone does not establish timing or the work that will be needed.
Should I diagnose the failed part before calling?
No. A clear description of the key, latch and door behavior is enough to start. Mention whether you can secure the entrance, then discuss assessment and pricing before approving work.