OUR UNIQUE ONLINE AFTER SERVICE
Once your new roller garage door is installed having full after care support is really important. So whether you need your local tradesmen or local service engineer to visit you, its a quick and simple process through our online support service. Of course, we do not expect there to be any problems with your door but as with all mechanical and electrical equipment having backup is important. The after service is very simple to follow much like the installation process and its all done online through this dedicated support website
How our online after care service works
If you have outstanding works required to be completed from your installation, if something did not go quite to plan on your installation or if you need a repair visit for a problem or fault with your door then following our processes on this website are the fastest way to getting them resolved.
Our planning team here at BDRW work purely online only through this dedicated website. All after service recall visits for engineers and installers are planned and scheduled by completing a simple online claim form following our instructions set out below.
The FIRST step is to try our troubleshooting detailed below. Often there can be a very simple fix so trying these is the fastest way to having your door operate as normal
DOOR STOPPED SUDDENLY DURING ASCENT OR DESCENT AND NOW DOESN'T MOVE?
This is most common straight after an installation or when friends and family have visited. Excessive use of the door opening and closing multiple times can cause the thermal override to activate in the motor unit. This is a safety feature built into all tubular motors to stop them overheating and burning out. When an installer is demonstrating the door numerous times, or if you're showing your door off, 4-5 times can cause this thermal to occur. But don't panic, it will last for approximately 20 minutes while the motor cools down and then your door will begin working again.
BEWARE - It is important if your door is not working to ensure you wait for thermal and also reboot the power before using the manual handle. Power MUST BE OFF If the manual handle is ever used.
MY DOOR IN THE CLOSED POSITION WILL NOT BUDGE USING ANY CONTROLS?
Firstly you need to check the power to the garage door is switched on. This may sound crazy but it's so easy to unplug the door while using another gadget in your garage. Please check the power to your socket is also live but plugging in another device. If there is no power check your trip switches and fuses safely for the garage sockets. Of course also check your local energy supply you may be experiencing a power cut. Reboot the power by plugging the garage door in again and trying. You can also try lightguard trouble shooting or keyfob reprogramming below.
If you use your manual override system to open your door from either inside or outside it is CRUCIAL you turn the override in the correct direction. As soon as you turn the handle the top lathes (interlocked) will start to separate. If there is a small delay in the top slats unlocking from each other you are turning the wrong way, the door can still rotate around the drum manually the wrong way and this will cause catastrophic damage.
MY DOOR IS STUCK OPEN!! WHEN I TRY TO CLOSE IT, IT JUST CLICKS OR THERE IS A CONSTANT ALARM RINGING? LIGHT GUARD SAFETY STRIP PROBLEM.
Please don't panic. If your door clicks or there is a constant high pitched buzzing sound this is your safety light curtain strips signalling there is an obstruction in the way. Firstly check that there is nothing in the way the strips are highly sensitive and detect the smallest of objects. Look for anything that could be protruding into the opening and remove it. Also give the black sensor bars running down the rear of the side rails a wipe down, just in case of a webs or dust. With the power on if the sensor alarm has stopped your door should now descend and operate as normal.
If this does not solve the problem you can also change the transmitter and receiver strips by swapping the black cables leads that insert into the top of the black Lightguard relay box shown in the picture. This will stop any sunlight refraction that may be occurring causing the transmitter sensor to sound. There are no tools required for this you can simply remove the cables and swap them over.
However - if these two methods do not work ensure the bottom slat is WITHIN the side rails at the top and visible. To shut your door until we can get an engineer out please turn off your power, then using your manual override handle with hook inserted into the eye of the motor override bar (by the motor head on the side of the electrics) or by inserting your external handle into the outside override section locking the hex drive (external override) wind your door to the floor - please however ensure you can see the door and that it is winding downwards as soon as you start to turn the handle. Turning this the wrong way can cause catastrophic damage.
If your door cannot be seen in the top of the channels you will need to access behind your cover box. To do this [using a Phillips screwdriver] you should remove the screws fitted underneath one on each side of the cover box holding it to the side plate. By removing these two fixings you will be able to see under the cover box and with the power turned off for safety you will be able to feed the door back into the channels. Once done you can now use your override to lower the door. Please do not use the override if the door cannot be seen in the channels as this will also cause damage
MY WALL CONTROL WORKS BUT MY KEYFOBS DO NOT?
Please check the light on the keyfob are flashing. If they are not you should change the batteries. If there're lights are flashing but not operating the door you should attempt to reprogram the handsets. The instruction manual in your aftercare email will explain how to do this.
If you feel more assistance is required, please call engage our chat online or submit a form online
Need More Help? ...
If you've tried troubleshooting above but still have a problem and require an engineers visit, please submit a claim form against your warranty.