• Report: #939283

Complaint Review: The Genie Company

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  • Submitted: Mon, September 10, 2012
  • Updated: Thu, October 25, 2012

  • Reported By: skirby — Saginaw Texas United States of America
The Genie Company
22790 Lake Park Ave Alliance, Ohio United States of America

The Genie Company Warranty Service Alliance, Ohio

*Consumer Comment: Response

*Author of original report: RE: Warranty

*Consumer Comment: Warranty

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 I've been in my home for 10 years now. Shortly after I bought the home I installed a Genie garage door opener. At the time it was called a "Genie Lifetime"... for a reason, it came with a "lifetime warranty" on the motor, service, and parts. It even states this in the book that came with it. So, 10 years later it starts to develop a mind of its own. I get home, open it, it would stop, click again twice to open or when I shut it, it would stop half way then open by its self. I called Genie, went through trouble shooting with them, they determined it was the circuit board that went bad. Of course now they want proof of purchase. Well, after 10 years of sitting in a filing cabinet, thermal receipt paper FADES. I then had to prove to them that I was in the home since 2003 with papers on the house! After 2 months of going back and forth they finally ship the new circuit board. They said it would be here within 3-5 days, it took more like 12. Again I had to call and ask if it had shipped, get the tracking info so asked what the hold up was. She said they had to order it in then ship it back out to me. Once the new board came in I HAD TO INSTALL IT MYSELF!!! What part of service do they not understand? I called a garage door service co and they wanted $85 to come out and put the new board in. To the tech above, they recommended Lift Master NOT Genie!!! Oh and heres the kicker... Along with the new circuit board they send a letter that they wanted me to sign and return or fax back to them. Here is what part of it says... Sounds to me like "lifetime" is only one-time.

"I understand that I will be entitled no further or additional sums of money or compensation on behalf of Genie and ODC (Overhead Door Company) for any injuries or damages of whatever nature in any way arising out of or in any way connected with or resulting from the subject matter."

I will not ever, ever buy another Genie product again!!!

This report was posted on Ripoff Report on 09/10/2012 06:14 PM and is a permanent record located here: http://www.ripoffreport.com/r/The-Genie-Company/Alliance-Ohio-44601/The-Genie-Company-Warranty-Service-Alliance-Ohio-939283. 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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REBUTTALS & REPLIES:
1Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Response

AUTHOR: te31 - (United States of America)

In my entire time dealing with manufacturers of both Genie and Chamberlain I have never heard of a full service warranty on anything.  I would be highly surprised if that was the case.  The most extreme I have heard of was the old Genie Pro 98's where it was lifetime motor and lifetime parts.  To think they would cover service is unheard of in the industry.  I will look it up because I am amazed that a company would do that at the financial cost of possibly losing their product line. 

BTW, if you also read the fineprint it is a lifetime warranty on motor/parts/etc. until the product is no longer produced or substituted.  You were given legal jargon to prevent future lawsuits.  Very few manufacturers would have a circuit board readily available in the opener industry.  Consider yourself lucky that you got a 80-110 dollar part covered under warranty (because if it wasn't you would have been better off with a new unit)
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#2 Author of original report

RE: Warranty

AUTHOR: skirby - (United States of America)

Ya think? Off base? I'll give you the model number so that you may look it up your self sir. Model number ISD 1000 It states Lifetime on Motor, on Parts AND Service! Most warranties for other models are lifetime on the motor only and some are for motor and parts or 5 years on parts. My particular model was to have coverage on all.
My fault for not mentioning this in my previous post.
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#3 Consumer Comment

Warranty

AUTHOR: te31 - (United States of America)

If you look at the fineprint a "lifetime" warranty is for parts.  Of course the manufacturer isn't going to install the product for you.  After a year labor warranties from the installer will have expired.  $85 for a service call was fair and reasonable.  Nothing this dealer did was wrong or deserving of a negative review.

They replaced the faulty part covered by warranty.  It may have required more work and effort from your end but the fact that so many manufacturers get taken by people it should come as no surprise.

Also, the part you have quoted assuming it's a "one time" instead of "lifetime" coverage is just legal jargon stating that you may not sue Genie or ODC if something should happen to you if when installing product. 

I agree Chamberlain Liftmaster is a better product than Genie.

I understand your frustrations here but you are completely offbase is your expectations of the manufacturer.  They covered their end of the lifetime warranty.  To expect a manufacturer to pay or do the installation of the part would, well, bankrupt every business out there. 

This is a prime example of why I dislike warranties so much. 
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