One of the cables got caught on something while the door was moving. As a result, it broke.
Because the lift cables haven't been adjusted ever since they'd been installed, one of them ended up getting snagged. Both units were in bad shape, so we replaced both, and made sure the new units were able to lift and lower the panels without interruption. We then explain to the customer that the cables may need to be adjusted once in a while to ensure this doesn't happen again.
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* $29 service call - deducted from the service
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