The Genie CompanyReviews of geniecompany.com

Genie has the worst customer service support I have ever dealt with. They should be ashamed of themselves. On hold for hours, no call backs, no emails answered. Honestly a joke of a company. Update, After finally reaching someone on customer support my warranty issues and replacement parts are on their way. Taysha from customer support made the warranty experience and trouble shooting easy. Overall still happy with my purchase. But from a bussiness side of customer service, Genie needs to invest in more employees like Taysha. Took 3 weeks calling, 2 weeks trying to get AI to answer my warranty claim and 7 hrs of my life on hold to get nowhere. Until Taysha answered my call early in the morning.

The garage door opener 7155 works great! So I decided to buy the Aladdin Connect for it. Guess what? I didn't need it, it's built in. Sure wish tech support would have told me this instead of escalating call to engineering. I will be returning the unit to Genie and hopefully get a full refund.

It is a little difficult to get through, but they do give you an option to call you back. They said the callback time should be about 15 minutes. It was about an hour. They did call me back, and then they told me, "Oh, yeah, you need a different department." They couldn't transfer me to the department. They were going to get me the number. They said their computer froze, and then we were disconnected. So unfortunately, I thought maybe I'd get a call back with what to do. No call back, so I had to figure it out on my own.

Waited an hour on the customer service line, only for them to hang up once I told them that I needed to walk to my garage. I have better things to do than to wait at my garage for an hour. Couldn’t have waited 30 seconds. Second call went faster, and the repairman came to fix the garage promptly. It’s a shame that the first call tainted the entire experience.

I Live in Ohio so I bought an Ohio product, though I don’t hold out much hope for this piece of junk. Just how is it that the backup battery when installed screws up the circuit board so you can not program your car remotes. Amazing that after dumping $230 on this unit I have to find a YouTube video that’s years old on how to get it to work. I have learned that they really don’t care about the product they produce, or fixing the problems that exist. So much for made in USA.

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.

Genie customer support policies and practices must have been established with the affirmative intent to prevent customers from engaging support staff in a reasonable time. Although the recorded messages and instructions tell callers to go the the chat agent online, agents are rarely available during the available times listed. Regrettably, my agent knew nothing about my 15+ year old product, even telling me it was just released and to be sure to register it! Programming a new vehicle and the external Genie garage door opener should not be as convoluted. So difficult in fact that Overhead Door/Genie claims that a 'special department' is required. This was confirmed a second time when, within the 2 hour window the support representative who called me back immediately put me in queue for a higher level support person! I'm to receive a call back in 15 minutes, we'll see. Advice: avoid the 4040L if it is still being sold. While quiet, it is very slow to operate, moving only 4" per second (21 seconds to open fully). Reason for second star: back in 2006 Overhead door, after a half dozen phone calls over a 2 week period, Overhead Door did send a pcb (with absolutely no instructions) and ultimately dispatched an installer to put it in. And recently, when I ultimately did receive a call back, on two occasions the person was patient and was able to talk me through getting things operating. The other good news is that the battery in the external keypad lasts a long time and I keep my cars for about 10 years, so maybe I'm done for a while. Condolences: sorry if you already own one.

I got the new connect and I keep getting disconnect message, so I changed the battery. I don’t get that much disconnect but I still do, at least 3 to 4 msg a day