How to get Chamberlain to fulfill original promise?

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  • Updated 1 year ago
Sorry in advance for the length.

I purchased the MyQ system probably a year ago, as I've been building up a personal home automation system based around HomeKit. MyQ didn't offer HomeKit compatibility, but promised it as a free firmware upgrade both on these very forums, and the facebook page. I decided I could trust your company, and went ahead and bought it instead of waiting to be sure the integration would be free. I know I'm preaching to the choir here, as it's been discussed ad nauseam on these forums.

I reached out when the Home Bridge was announced, and after some back and forth with customer service, I told them, "I either need the Home Bridge at no cost to myself, or I need the free firmware upgrade that was originally promised." He said he "now understands" what I wanted and would reach out to be as soon as the Home Bridge was available to resolve it. That sure sounded to me like they were going to step up and do the right thing. 

After the Home Bridge became available, he never got back in touch with me, so I reached out to him. Crickets. I reached out again. Nothing. I reached out a third time and a different CS agent responded saying that David was "preparing my shipment" and would get back in touch with me. Another week went by and I reached out to David again to check on the status of the shipment and he basically came back with, "I never TECHNICALLY told you I would give you a Home Bridge, so tough luck." (some liberties taken with wording, I admit, but that was the jist of it). I conceded he caught me in a technicality and I shouldn't have let him imply it without stout confirmation in the first place, but that the issue remained. I still don't have HomeKit compatibility at no cost like was promised.

I provided screenshots of your company promising that we could safely purchase the MyQ system knowing the upgrade would be free. He conceded that your company ran into problems during development but he disagreed with me that the financial burden of your company's problems shouldn't fall on the customer. I asked if I could do a warranty claim since the MyQ does NOT do what it was advertised to do. He said no, and has since then stopped responding to me. 

I manage a company that does smart home integrations and installations; it accounts for a sizeable chunk of our revenue and I have completely stopped recommending this system, and NOT for the lack of HomeKit support, but rather the complete disregard for the customer. Your CS agent himself even told me (nearly verbatim), "I don't care if you never do business with us ever again" claiming my argument was "semantics." 

Who can I speak to to resolve this issue? The original representative is both unable to help, and unwilling.  
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Ryan Peters

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  • frustrated

Posted 1 year ago

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Ryan Peters

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Additionally, it's frustrating that all he needs to do to make me a thrilled customer is provide me a Home Bridge so my system can do what I purchased it to do. Given that Chamberlain's been giving them out to everyone on these forums, it's clear they're not exactly something that is being kept under lock and key. 
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Christopher Provias

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Did you not fill out the form to receive a free homebridge kit which expires today?

Kryspy
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Ryan Peters

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I don't think I'm eligible. I've been lurking on these forums for over a year, but never posted, and never had a reason to register until today. The free homebridge kit promo says it's for folks who registered prior to 9-30 or something to that effect.
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MyQ Community Manager, Employee

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Ryan, saw your comments on Facebook. Would it be possible for a customer service representative to contact you at the email address associated with this account? Lauren 
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critical

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Has someone tried to contact me yet? I want to make sure I don’t miss it. My hope is to have this resolved as soon as possible.
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MyQ Community Manager, Employee

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critical, I haven't sent any message to you yet. Still getting the information we need. Thanks for your patience. Lauren
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critical

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Is there an update? Tomorrow is Friday so this week is almost over. No one has contacted me via email.
(Edited)
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MyQ Community Manager, Official Rep

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critical, I'm still working on this, and thanks again for your patience. I too want to get this resolved as soon as possible.  Lauren
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MyQ Community Manager, Official Rep

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Hi critical, a tech support agent reached out to you a little while ago. Please check your email. Have a great weekend. Lauren
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Dru H

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Ryan, do you mind posting your outcome?
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Ryan Peters

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Yes, a few days after posting this, I received a message from the original CS agent I referenced in my post letting me know they would be sending me a free home bridge, which I did receive today.

I'm thankful that Chamberlain finally came through on their promise, though it is distressful that it took this much work to get it done, and ultimately, it wasn't until they were publicly shamed on social media that anything happened. So thank you for getting me taken care of, Chamberlain. Now take care of everybody else that bought a MyQ because of the promise of a free HomeKit upgrade!
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Ryan Peters

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Also, sorry for not responding sooner, but given the back-and-forth I had been given by the CS agent I was originally talking to, I was leery on posting anything until I actually had the unit in my hands, for fear the offer would mysteriously go away again.
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MyQ Community Manager, Employee

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Ryan, thanks for the update. Let us know if you have any questions. Lauren