"I have used online customer service"

I have used online customer service, and both representatives just never came back and replied to my questions. I copied and paste the conversation below so you guys can be the judge if I am the problematic one or this crapy customer service staff is.


LaShara S.
what happens when you press the learn button?
Me: I didn't notice any reactions or sounds from the remote. Should we expect certain motion or sound?
LaShara S.
ok I asked about the learn button you said it isnt working
Me: The learn button was pushed several times and then the remote being pushed. No motion from the garage door
Me: so yes it isn't workin

"I will never deal with this company…"

I will never deal with this company again. They make it near impossible to register your product, their wait times are ridiculous. When scheduling a call back they never call when they say they will. My previous Genie garage door motor had to be replaced, i called a technician out to do the work, technician ordered all parts, i paid technician through cash app for the job, I didn’t know they don’t accept web receipts, was very nasty about it.

"What Customer Service?"

My Genie garage door openers have been great. But now that I need a replacement part, customer service is non-existent. Buying another garage door opener from another manufacturer to replace a minor part may be my only option.

"Non-existent Tech Support"

Like most others, my experience with Genie customer service has been terrible. The garage door opener I bought is less than 2 years old and require calls to Genie tech support on 4 occasions. Each call requires incredible patience because you will be put on hold, then transferred to another department, then you have 2+ hour wait time. If you leave your number for a call back, you will be lucky if they return your call within 2 days, if then. The Genie model 3053 has been nothing but trouble and Genie tech support makes it worse.

"Terrible customer “service.”"

My 6 year old Genie opener quit working. I phoned Genie Customer “Service” where I was advised that the wait would be one hour - or - I could give my phone number and expect a call from them in about an hour; that’s what I opted for.
It is now SEVEN HOURS LATER and I’m still waiting for that call. Just terrible service.

"I ordered a replacement circuit board…"

I ordered a replacement circuit board from their site and received it late but did receive it. I opened it up and was looking at the instructions and the board when I saw that the board was not for my unit and would not even fit inside the head. I emailed a note to the support group to send me the correct one and tell me how to return this one. They act as if it was my fault they shipped the wrong unit and told me they only except UNOPENED product, and there will be a 15% restocking fee. This is the worst company impression I have ever experienced in the ten years I have owned one. Now of course I will not recommend them, in fact I have commissioned a LIFTMASTER as a replacement.

"I was charged multiple times for an…"

I was charged multiple times for an install service that was never provided. I ended up having to install the unit myself after weeks of no response. When I requested my money back, Genie Company charged me a second time for the service instead of refunding. Now I can’t get a response. I would not recommend. Good Customer service is easy: answer customers questions, fulfill customers orders. That’s it, do that and we the consumer will tell everyone how amazing you are. Genie will neither respond to my questions nor fulfill my refund for incorrect charges.

"I own multiple Genie Garage Door…"

I own multiple Genie Garage Door Openers and a Genie Keypad. Recently, I ordered a Genie Remote for my Lift Master Garage Door Opener. I could not get the remote to pair so I tried the Genie Technical Support on-line chat. They couldn't help so they told me to call their Technical Support number. After waiting on hold for a very long time, the Technical Support Representative could not get it to pair either and told me that this happens sometimes. Subsequently, I spoke with a Customer Service Rep who told me that it was company policy not to accept any returns that were taken out of their original packaging. So how do I try it out? When a supervisor called me back, she said that I could return it but there would be 15% stocking fee. So, even though Genie advertising said their remote would be compatible with my opener and it wasn't, I have to pay a fee! I WILL NEVER BUY ANOTHER GENIE PRODUCT AGAIN!

"Good luck if you need customer service"

My opener control board stopped responding properly within a year of purchase. I tried to call, 3 hour hold time. I got on with the online chat who was incompetent. After an hour, she finally understood my issue and told me I needed to call in. I called again, still 3 hour hold. I requested a callback. I never got one. Now I'm on the phone for a "5 minute" hold, it's now 52 minutes and counting.

I'll never buy another genie opener if I have a choice.

"The Genie warranty, is a bad joke"

I purchased a Genie belt drive opener, from Amazon, just over 9 months ago. It quit opening one morning last week and after the usual troubleshooting, I gave up. Amazon won't offer a refund, nor will Genie, although they claim that it's under warranty. They had a 3 hour wait to call customer service. If I called out a repair tech, it would cost more to fix than it cost new. No win situation, I just went to Home Depot and bought a new opener.