We built a home in 1999, had a GENIE screwdrive Intellicode installed. NEVER had an issue with it...
until now...May 2016.
We did the research, started trouble shooting, contacted CS and that started the revelation of Genies' horrid customer service. We discovered the Motor is failing,,after EVERY trouble shooting scenerio and even a coupler( that we ordered & didn't need)...The hours my Husband was on the phone, sending numerous sized photos that CS insisted they were 'too large'.They insisted every # we sent them( in photos)was not the 'number' they needed. We even sent a copy of the county recorders info of ownership-- because they said they couldn't send our replacement( as per Lifetime warranty) unless they had valid home ownership.
Must have spent 10 hours going back & forth,a few days on and off trying to get answers- it was so ridiculous- we are totally happy to PURCHASE the motor, yet they still refused to assist..giving us line after line" its policy, we can't do that', " we dont make those any more''- Then we got a Tech to speak with my husband and go through all the motions- disconnecting the unit, running the motor, taking more pictures- the tech says" thats' not our motor" !!!- Well it has red & white GENIE plastic cowl w/ Genie intellicode on it..and all the docs that came w/ it say 'Genie'...are they NOW trying to say-'its a knock off"- is Home Depot involved in this??- OMG!- As of this writing- my husband is still on the phone w the Tech(?) ..UN freakin believable!- if they stand by their Company name- one would think they would 'right' the situation, and send us a replacement motor that is intended for our model-& be done. Good deed, happy customer, good reviews.- how hard is that?
Product or Service Mentioned: The Genie Company Intellicode Screw Drive Carriage.
Reason of review: Warranty issue.
Monetary Loss: $500.
Preferred solution: Deliver product or service ordered.