Warranty

Written before you buy, not after it breaks

The whole thing is on this page. If a term only appears on the back of an invoice you are handed at the end of the job, it is not a warranty, it is a surprise.

Sample terms

These are example terms on a demonstration site. A real business would put its own here — the point is that they are here at all, and readable before money changes hands.

Labor: One year from the date on the ticket. If the work we did comes undone — a track that shifts, a cable that was set short, a spring wound to the wrong turns — we come back and put it right at no charge, including the trip.
Torsion springs: Five years, or the cycle rating, whichever arrives first. A spring is a wear part. A 25,000-cycle spring on a door that opens eight times a day is being used at twice the rate we assumed, and it will get there sooner. The rating is printed on your ticket so this is checkable rather than arguable.
Cables, drums, rollers, hinges, bearings: Two years. Nylon rollers included. If one goes noisy inside two years it gets replaced, and we will look at why it went — a roller that fails early is usually telling you about a track.
Opener parts we supply: The manufacturer's term, and our labor for one year on top of it. If a gear kit or a logic board is covered by the maker for longer than a year, you get their term for the part and ours for the fitting.
New doors: The manufacturer's warranty on the sections and hardware, in writing, handed to you on the day — plus our one-year labor on the installation. We do not restate the manufacturer's terms in our own words, because that is how the two versions end up disagreeing.
Diagnosis: If we read it wrong, the correction is free. If we replace a part and the fault is still there, you do not pay again for us to work out what it actually was, and the part we fitted unnecessarily comes off the bill.

The two things that void it

Only two, and both are the kind of thing that makes the work unsafe rather than just inconvenient.

1. Somebody else adjusts the spring

If another party winds, unwinds or re-tensions a torsion spring we fitted, our warranty on that spring and on the balance of the door ends there. Not out of pettiness — we have no way of knowing how many turns are on it any more, and the number of turns is the whole job.

2. The safety system is disabled or the force is increased

Bridging the photo-eyes, mounting them face to face on the wall so they never see the door, or winding the down-force up so the opener stops reversing all void everything on this page. It also makes the door dangerous, which matters considerably more than the warranty does. If we come back to a door and find the force has been wound up, we will wind it back and tell you.

Not on the list

Storm damage, a vehicle reversing into the door, a door left open in a hurricane, and rust on a coastal door are not warranty items — but none of them void the warranty on everything else. They are simply a separate job.

What is not covered, said plainly

The spring we did not replace. On a two-spring door, if you only wanted one changed, the other is the age it always was. We will tell you that on the day and write it on the ticket, and it is a perfectly reasonable decision — but it is not covered.
An opener we did not supply, beyond the part we fitted to it. Fitting a gear kit does not make us responsible for a fifteen-year-old logic board.
Cosmetic marks on a new section reported after installation day. Look at the door before we leave; we will wait.
Doors that have been shortened, lengthened, or had a section from a different model fitted by someone else. Mixed hardware does unpredictable things and we cannot stand behind it.
Wear. A spring that reaches its cycle rating has not failed. It has finished.

How to claim

Call the number, say the ticket number, describe what it is doing. There is no form, no portal and no claim department, because there are two of us. If it is a warranty return it goes near the front of the day, because a job we already did coming back is worse for us than a new one waiting.

Keep the ticket. It has the spring specification on it, and that is what tells us whether the part in your door is the one we put there.