23.03.2022

Genie clarifies tech support charges

Genie has updated its customers outside of North America regarding the announcement this week that it would start charging for technical support services for machines over 10 years old. See Genie to charge for older lift support.

It seems that the announcement should only have been sent out to the company’s North American mailing list, but a technical error resulted in it being mailed to a much wider distribution.
An updated announcement has been issued, which is covered in full below:

. Technical Product Support Announcement

Dear Valued Customer,

Earlier today, we sent a message via email about Technical Product Support on older equipment. That message was intended only for customers in North America. However, it has come to our attention that customers outside of North America received this email as well.

For customers outside of North America, there are no changes to your current Service and Technical Product Support processes and agreements. Please disregard the email you were sent and accept our apologies for the confusion we inadvertently created.

For customers in North America, this charge coincides with other, back-end changes to our Technical Product Support process that are designed to improve your overall support experience, including reducing phone queue wait times in most instances.

Again, we apologize for any confusion created by today’s email. If you have any questions or concerns, please reach out to your Genie team. We are here to support you.

Sincerely,
Matt Treadwell,
Vice President of Parts & Services