Last week, I highlighted the company that installed my garage door and garage opener; however, I also recently had a very positive experience with the manufacturer of the garage door opener. As mentioned in my last blog, I installed a garage door and opener about four years ago; however, over the last few weeks I started having an issue with the garage door opening at random times, whether it be day or night.
I called up Chamberlain to see if they could advise me on what the problem may be, and was immediately impressed with their customer service. Whenever I’ve called their troubleshooting number, they’ve consistently picked up very quickly, and their staff are very friendly, extremely knowledgeable about their products, willing to help, and patient as they walk you through potential fixes and solutions. They also always send me a follow-up email after the call, so I’d always have a record of the information and know what to do next.
In my case, during my first call the technician asked me for some information that I didn’t have available, so he waited as I climbed up a ladder to get the model number. While there, he walked me through the process of clearing the memory and resetting the code in hopes of fixing my problem. He also offered, and sent, the instructions to me, via email, after our call was completed so that I had directions in the event that I had to do everything again. Unfortunately, resetting everything didn’t work and so I had to call them back for more assistance on next steps.
The second time I called, I had an equally pleasant experience with the person on the phone, who also did their utmost to try and help me. I told them that I’d rather just replace the logic board (the brains of the operation) in my garage door because I was concerned about my garage opening in the middle of the night or while I’m not around. While the technician I talked to was willing to replace the logic board, he told me he was 99 per cent sure that an intermediary step would fix the problem, and advised me to do this first.
Because I was so confident in this individual and the company behind them, I took a leap of faith and it turns out he was 100 per cent correct. It turned out the problem was not with the logic board, but another part. Once I confirmed this, I called again, and without hesitation Chamberlain sent me the part with no fee and no cost despite my garage door opener being well out of the warranty period. The part arrived quicker than expected…less then a week…and ever since I’ve installed it I’ve had absolutely no problem.
First, I want to highlight that in a day and age where customers are constantly being placed on hold for long periods of time, this company clearly understands the value of people’s time, and even though they are a large organization my calls were still answered quickly. Second, the customer support employees / technicians are able to understand something as specialized as garage doors, and easily walk the customer through fixes in a quick and easy manner. To have multiple associates that are both pleasant and knowledgeable about the product is a unique quality in a company, so Chamberlain must have top-notch systems and training programs in place. Last, this company stands behind their product, which isn’t always the case in today’s manufacturing world. Very few companies would send you a replacement part without hesitation or cost, but that’s exactly what Chamberlain did for me.
There is a reason Chamberlain is as big and successful as they are. My applause go out to Chamberlain and their entire team. Well done and keep up the great service!