So, last fall I bought a Genie PowerLift Excelerator garage door opener from Home Depot. I decided to go with a higher-end opener because of the nice warranty graphics on the box touting their superior warranty. It turns out to have been a great decision.
Over the past couple months, I’ve noticed that the garage door has been opening and closing with decreasing speed. I figured that the problem was that I just needed to adjust the sensitivity, but when I finally got around to it last week, it had no effect.
I called their customer service line, and after a few very reasonable troubleshooting steps, they determined the problem must be the controller board. It is a user-serviceable part, and I opted to just take care of it myself. They charged me $6 to ship out the new part, which arrived a couple business days later. I then replaced the part, but it did not solve the problem.
I called the customer service line, and they were able to pull up my previous call notes after giving them my phone number. They asked a couple “are you sure you installed the new board correctly” questions, and then gave me the option of either trying to replace the other circuit board, or swapping out the whole motor head. They also gave me the option, again, of doing it myself, or having a technician come out to do it. I decided that it would be best to just get a new unit, and that I had no interest in replacing it myself in the summer heat. They obliged, and also said that they wouldn’t charge me shipping for the new part because I already paid shipping for another part that didn’t solve the problem. They explained to me in great detail what the process involved, including faxing a service request to a local technician, and how long I should expect the process to take. They didn’t even have to collect my address a second time.
This is how customer service should be… Simple, reasonably generous, and exactly what is advertised on the box.