Genie Garage Door Opener Customer Service Sucks
Over the years I have owned a number of Genie Garage Door Openers. I have always found them to be a solid, reliable, well working product. Unfortunately, I cannot say the same for their Customer Support Service.
I recently had an intermittent problem with my 3 year old Model 7155. The door would start to move, then stop. The error code displayed on the powerhead was the Long LED flashing red. The possible problems listed for this code:
1) Door contact in UP or DOWN travel.
2) Door component failure detected.
On pressing the button again, sometimes the door would operate correctly, sometimes the door would start to move, then stop. Sometimes it would take several presses before the door would operate correctly.
I went over all the settings and adjustments a number of times. Spring tension, UP limit, DOWN limit, UP force, DOWN force. Cleaned and lubricated the rails and door hardware, etc.
When I called Genie Customer Support, they had me go over it all again. Then I was told to keep track of how often it failed. After a few days of keeping track I contacted Genie Customer Support to report my numbers. We discussed how if nothing is physically changed (ie parts), nothing will change. Counting failures accomplishes nothing. Instead of sending a new circuit board, I was told to have a garage door tech come out and check the door out (number 2 above). So I had a tech come out. He found no problems with the door.
I sent the tech’s report to Genie. Still no parts were sent. I finally got tired of the situation and bought a new opener and installed it. After a few weeks of no problems, I swapped the circuit board from the old unit to the new unit. The problem of stopping came back. I swapped the circuit boards back and have had no problems.
I reported this to Genie Customer Support and asked for a replacement circuit board, under my Lifetime Warranty. I received a call asking the color the circuit board. I wasn’t at home at the time, so when I returned home, I sent a picture of the board showing the color and the part number printed on the board.
I received another call from Genie Customer Support. During the conversation:
Agent: “I see that you replaced the unit.”
Me: “Yes, because you wouldn’t send me any parts for my malfunctioning unit.”
Agent: “Was it with a Genie, or another brand?.”
Me: “With another Model 7155 Genie.”
Agent: “Do you have the serial number of the unit?.”
Me: “Yes.” I then gave her the serial number.
Agent: “Would you like me to register it for you?”
Me: “No. I know how to go online and register my unit.”
Agent: “OK. Have a good day.”
She then hung up on me.
I sent the following, in an email, to Genie Customer Support:
I just received a call from Genie Support regarding this incident (240215-001988). I have been waiting for a replacement PCB for my unit. She noted that in order to resolve my problem I purchased another opener. She was more interested in registering my new unit than providing a part to repair my old unit. When I told her I knew how to register the new unit, she “wished me a good day and hung up”.
I’m pissed!! The old unit is mine; It’s in need of a part; And it’s still under warranty. The fact that I had to buy a new opener because Genie Support would not send me a part should be irrelevant to you, except for providing piss-poor customer support.
In response, I received an email stating basically:
“We are presently unable to validate the warranty on your garage door opener as no original sales receipt is attached.
Please submit your documents with one of the following methods:”
I replied to the email with the requested documentation and have been waiting………….
I’ll end as I began:
Genie Garage Door Opener Customer Service Sucks