• Report: #977338

Complaint Review: Genie Garage Doors

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  • Submitted: Mon, December 03, 2012
  • Updated: Thu, January 03, 2013

  • Reported By: John — Phoenix Arizona United States of America
Genie Garage Doors
Mt. Hope, Ohio United States of America

Genie Garage Doors Warranty Scam Mt. Hope, Ohio

*Consumer Comment: How a warranty works

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The Genie motor warranty is a joke.  It is designed to avoid liability for product warranties.

My Genie garage door motor has a ten year warranty.  It failed.  Authorized Genie dealers will NOT help with warranty claims.

In order to make a warranty claim to the company, you must climb up to the motor and take it apart while talking on the phone to a customer service representative.  Then you are referred to the "motor service department," which gives you additional instructions. 

The whole process is designed to get you so frustrated that you give up and call a repair man. 

And even if they do ever honor a warranty, all they will do is send you replacement parts - with a shipping and handling fee, thank you - and you have to figure out how to do the installation.  And, of course, while you wait for the parts that may or may not arrive your garage door is open!

Do not ever buy a Genie product thinking you have a warranty, because as a practical matter you don't. 

Their product/customer support is the worst. 

This report was posted on Ripoff Report on 12/03/2012 12:49 PM and is a permanent record located here: http://www.ripoffreport.com/r/Genie-Garage-Doors/Mt-Hope-Ohio-44660/Genie-Garage-Doors-Warranty-Scam-Mt-Hope-Ohio-977338. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

How a warranty works

AUTHOR: te31 - (United States of America)

No dealer is going to go check a warranty claim and not get reimbursed.  Since Genie (or Liftmaster) will not reimburse for service calls but just materials it makes sense for no dealer to "help", persay, on a warranty claim if their isn't any money in it for them.  Why would I go out to a job and cost myself, with gas and labor, $30-$50 to go check out a unit to see if the parts are warranty.  Profit on an opener install sometimes isn't even that amount.  Then, if the part is covered under warranty am I supposed to go back and install free of charge?  If that is the case no garage door company would be in business 

Similarly, let's say you are a user of a specific computer program for work (let's say Microsoft Excel) and I know you carry Excel add-on's etc., I am not going to ask you to come out to my house and install Excel on my computer without getting compensation or talk to you on the phone for 20 minutes explaining how to install.  I work for a company that bends part two alot but we are few and far between.  Time=money.

I think you have misunderstood and made a common assumption on warranties.  Working in garage doors it becomes frustrating when people expect a warranty to include the actual service.  If Genie gives you the part on warranty (and you have to pay shipping) they are covering their end and their is nothing they are doing that is incorrect on their end.  Nothing the customer service did about 'getting you up near the motor' is wrong.  They have to make sure that the part is actually defective on their end and not the user ( I can't tell you how many calls I get about users saying their unit broke when, in fact, it was a broken spring that is causing the unit to not work----many people don't understand that the springs relate to the garage door and is a separate component from the actual garage door opener unit). 

Working for a company that carries Genie and Liftmaster I will say Liftmaster, in my honest opinion, is a stronger brand. 
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