Dissapointing Customer Service
I ordered a new garage door from Wayne Dalton through Lowe's with the intention of self installing this item to replace an existing door at my home. I used the Lowe's app to select and order the item without issue. The door was delivered by a man in a station wagon eight weeks or so later and I proceeded to remove the old, and install the new door. All instructions were followed and all parts were installed. The door was connected to an existing Genie opener and operated smoothly and quietly for eight months, until it didn't. In mid August one evening, while attempting to close the door, the uppermost lateral support truss was found split in the opener attachment area causing the door to sag and bind up. I looked for relief from the stated one year warranty calling both Lowe's and Wayne Dalton. Lowe's and Wayne Dalton did the finger pointing game for about two weeks until Wayne Dalton's customer service decided that this was not a warranty issue and that I should be contacting Lowe's to order a new upper panel. Wayne Dalton suggested that the door needed to have the optional strut enforcement bar installed which somehow I was negligent in not ordering it with the door. This option is not available on the Lowe's website. I argued that if a door cannot handle eight months of normal use without the strut inforcement, it should not be an option. It should be a standard parts supplied with the door. I am left with having to repair this door myself and hope for the best. DIYers beware.
By steven R.