New Garage Door, constantly needs service
I bought my garage door in 2009 on the recommendation of my in-laws. The price was comparable to others, and the service has been good. When the door was first installed, they did not include the weather strip. After a few days, the door's sensors failed, so to close the door you had to hold-down the button on the garage panel. It was a hassle, especially after just four weeks. When speaking with Dodd's Customer Service, they were empathetic and worked to resolve my issue quickly. When John from Dodd's came to service the door, he was exceptional. He took the extra minute to explain how things work, how I can regularly service the door, and moved the new sensors to a much better location. John went the extra mile to make sure I was a happy customer, and I genuinely appreciate that.
- Approximate cost of services:
- $1,800.00
- What could this company do to improve their services?
- Clone John. Alternatively, have John train the other installers.
- Company Response
We installed George's door and operator on Sep 14,2009 and went back on October 16, 2009 to install the weatherstrip and changed the photo eyes under warranty.The photo eyes are supplied by Liftmaster the largest manaufacturer of openers in N America who provide a one (1) year warranty. George claims he called in on Friday October October 21,2011 but we have no record of this call. We received an e-mail from him on Monday October 24 where he advised that nobody had responded to his Friday call.Angela from our Customer Service immediately contacted the client and took down all the relevant information and tried to guide the client through the process of assessing if the photo eyes may be out of alignment and so save him the cost of a service call but the photo eyes still malfunctioned. She advised the customer she would discuss the situation with her supervisor and called the client back on Tuesday October 25, 2011 and advised him that the warranty from both Liftmaster and Dodds was one (1) year and that it was now two(2) years since the original installation and since the warranty had expired there would be a service charge applicable. Photo eyes are electronic gadgets and can be affected by a myriad of problems such as being knocked out of alignment, covered by spider webs, getting wet, voltage spikes, lightning strikes etc.The clients photo eyes had been working since October 16, 2009 a period of two years and the warranty had expired a year prior but he was not prepared to pay for a service call. Angela provided him with the manufactures telephone number so that he could call them directly.