It was a long "journey". I hope that my experience is an outlier and that others have a better experience.
Fairly happy with the garage doors/openers, minus LED lights being dim. The opener is small and quiet. Installation techs and representatives were nice. It was mostly wait time, process, and communication that made it negative. For this reason I chose not to recom. to a neighbor. I wouldn't recom. if you are on a time crunch to get a house ready to sell.
3 companies gave me quotes. Precision came in much higher than others. Precision's wait time was only a few weeks longer, so wasn't much of a factor. (Not knowing that the overall project would take 6 months). I decided to go with Precision figuring they are a bigger company and would be more consistent than either of the 2 small companies.
Feb 5 2021 - Ordered 2 garage doors. Was told it would take several weeks. Also, they wouldn't know the exact amount of time it will take until they place the order into the manufacturer. The quote was an odd format because it was a linked webpage, not a PDF or printout. Even after placing the order the link would expire. Then the only way to pull up the order information would be to have Support regenerate a new webpage with link, repeating the process. I am surprised that an email w/attachment doesn't automatically generate when the link order is placed, otherwise no customer copy detailing proof of order other than an expiring website link. Also, you only have three business days to cancel the order without restocking fees (unknown amount), but it takes longer to receive confirmation order was received by the manufacturer and get a wait time.
May 14 - Doors installed. Found 2 sizeable dents and some paint splattered on the fob opener. Wasn't concerned about one of the dents due to location and the fob paint wasn't a big deal, but still preventable things. A dented panel needed replaced (taking 3 months again). Surprised that this single panel order could not be prioritized since I had already waited to receive my order originally.
End of May - Noticed mice in garage doing damage in crawlspace. Saw that 1 of the weather strip pieces had a 3/4+in gap on the ground because it was cut too short. Noticed other strips were not sitting flushed on the frame. I told the rep to make sure someone came with new weather strip. Tech came with no weather strip, meaning it would take another appointment and lost time. The same weather strip was 20mins away at home depot for $10 even though Precision charges $50 for it. On third appointment this issue was resolved.
End of July - Received a voicemail to schedule a 4th appointment. Called back and selected from phone menu that I needed to schedule an appointment. Ended up getting someone who said they were not able to make an appointment and would have to have someone else call back. Felt like my time was wasted again.
Aug 4 - Dented piece replaced. Journey complete.
Got a couple of apologies. I was not charged for the additional appointments the techs came out. But it was definitely a negative experience take this long, be this complicated, use up 2 of my PTO days for preventable things, having a mouse problem (fixed), and having to spend my time/money cleaning up after the mouse problem/replace torn-up insulation. I can't justify going through Precision again or recommending them.
Other than above, some recommendations for Precision might be:
- Align 3 day cancelation policy with until customer receives communication of order processed with the manufacturer and manufacturer's reporting of the estimated wait time.
- Have field rep bring product such as a opener to customer's house during consultation. Then customers can see how quiet during operation and how small it is. It will also show the brightness of the LEDs in their space.
- Work with website creators to modify the system to autogenerate a PDF or printable document that sends customer detailed order info.
- Diversify the manufacturers of the products to put less stress on the same company, allowing for faster inventory.
- Brandon Mather