While a sudden issue is usually easily repaired, a consistent issue that has gone unaddressed for months or years will likely require a total replacement. The problem is that garage doors have a number of heavy, powerful moving parts. If the door is working as it is designed, it can open and close hundreds and hundreds of times without issues. However, if there is even a small issue in the lifting mechanism that repeatedly influences the movement of the door, you will soon find that the damage caused over those hundreds of lifts can’t be fixed.
When I called to schedule the repair service, I was transferrd 5 times and spoke with 6 service reps. Each rep was very confused by my request to get my garage door repaired. One rep actually told me that Sears doesn't repair garage doors. I had to tell her that Sears installed the door. When I finally found a rep who could schedule my service, it took one week for the appointment.
In 1992 the United States Consumer Product Safety Commission released new rules for automatic garage door openers. Anything manufactured after 1993 was required to include either an electric eye (a pair of sensors that detect an object obstructing the doorway) or a wall-mounted control button that users hold down in order to close the door entirely. Most manufacturers opted for the electric eye method, sometimes referred to as safety sensors.
Good customer service is important for any product, but it is especially important for the class of garage door openers we considered. We looked primarily at models designed to be installed by a homeowner, not a professional. Even if you consider yourself to be pretty handy, you are sure to have questions at some point along the way. As such, we looked for companies that respond to all inquiries as well as for resources, such as a downloadable manual, to help with installation.
Since 2015, we’ve tested a variety of devices such as smart locks, video doorbells, DIY home security systems, thermostats and more. We use these testing experiences to inform our evaluations of other equipment. As time and resources allow, we occasionally test new types of products, but there are still some circumstances where we’re unable to conduct in-house tests. When testing isn’t possible, we conduct thorough research using the same standards we apply to our in-house tests – this is the case with smart garage door openers. We’ve reviewed garage door openers since 2011.