Misaligned sensors.
Because the sensors were misaligned, they were unable to detect an obstacle in the door's path, and therefore it would not reverse when it was supposed to. This was incredibly dangerous, so we immediately realigned them, and made sure the door was safe to use again. We told this customer that we recommend that he routinely test the sensors out to make sure no preventable accident occurs.
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* $29 service call - deducted from the service
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