Sunnyside Up

2/19/15, Thursday - visited [redacted] residence on a service call to repair a non-functional garage door opener. Unit is 10 years old. Technician diagnosed burned out control board. Replaced and test ran unit. Tested OK at time of service. Sometime over the weekend of 2/21 & 2/22/15 customer left...

voice mail that opener had again failed. 2/24/15 - visited residence again, tested opener system, discovered motor assembly had failed. Motor is under warranty. Offered to replace motor for direct site labor (waive service call charge) and no charge for the part. Customer refused this service on the basis of having to pay a labor charge. Reminded customer unit is 10 years old, some parts are still under warranty, labor is not. Could not resolve with customer. It is unfortunate the unit presented with a different problem within a few days of the control board replacement but this can happen. Similar to getting your transmission fixed to find out your fuel pump fails a week later - unfortunate but unrelated. We will still be glad to replace the motor on this unit at a minimal labor charge and no charge for the part. Alternatively the customer may visit our store with the bad motor and we will provide him with a replacement part. The customer can then have the motor installed by any qualified individual of his choice. I was not present at the time of the site visit where a discussion regarding the cost of a new opener occurred. It would not be unusual for a technician to either offer a comparison or answer a question regarding the cost of replacement vs. repair.