Gateway Extra???

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  • Problem
  • Updated 4 years ago
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I also was duped into thinking I could use the app as soon as the garage door was installed! When I had trouble finding the code they asked for, I logged onto this site for help only to find out I have to spend another $50 to have the capability I THOUGHT I had already paid for. That is the reason I close this model.
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kak3et

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  • Disappointed and angry....

Posted 4 years ago

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MyQ Community Manager, Official Rep

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Sorry for any misunderstanding. MyQ-enabled garage door openers still require an Internet Gateway to get the opener on a MyQ account. Information about this should be available via the garage door opener's manual in the "Accessories" section. If you cannot find the info, please contact us at myqcommunity@chamberlain.com, and we'd be glad to find a resolution to this and understand where the confusion occurred. 
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John Crocker

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And there is nothing mentioned about this on the package that I bought. You have effectively stolen money from your customers. I've been hearing about a class action lawsuit against you, I think I will jump on board. 
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kak3et

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Thank you for your quick response. The misunderstanding occurred when I bought the opener and it did not state on the box that the MyQ technology required either an existing system or the customer needed to purchase a gateway device separately. When my opener was being installed, the contractors realized the Smart Panel was missing from the box. This required me to go back to Lowes and get one from another unopened box. I had the opportunity to speak to the salesperson that sold me the unit and voiced my disappointment that all the required hardware for MyQ was not included in the accessories in the box. And I asked why he didn't supply me with that information. He stated that people that buy this model usually already have an MyQ or similar system in place. He apologized for not making it clear to me when I bought it. And they didn't have any Gateway devices in house.....I have to order it online. Overall...I like the opener. It is quiet and smooth. But I am very frustrated that I did not have all the information from the start. It may have had an impact on my decision of which model to purchase. The MyQ was a big factor in my decision.
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MyQ Community Manager, Official Rep

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Sorry to hear about the experience you had with the salesman. We will look at making changes to our packaging and provided manuals/literature to ensure that we make this information clear. 
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kak3et

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I am pleased with the customer service you have provided. Your responses are quick and you genuinely want to correct the problem. Thank you for sending a Remote Lamp Control as an apology. Even though I am still disappointed I had to spend another $40 to purchase a gateway device....I really like the garage door opener. Glad I made the purchase!
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chad ellerbrock

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Also thought the MyQ would work right away. It didn't occurre to me when I bought the opener and it DID NOT state on the box that the MyQ technology required either an existing system or the customer needed to purchase a gateway device separately. What total BS, this was one of the main reasons i got this garage opener, should just take it back down and box it back up and bring it back, not happy with the sham...
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