How to get Chamberlain to fulfill original promise?

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  • Updated 2 years 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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Posted 2 years 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

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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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It would be nice if someone could contact me too. Thank you!
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MyQ Community Manager

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Critical, how can we help? Lauren
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critical

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I had trouble accessing the survey for the MyQ offer in the other thread over the last few days. I was hoping I could speak to someone about it. I qualify for it otherwise.
(Edited)
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MyQ Community Manager

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Understood. I'm looking into it. Lauren
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critical

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Thank you.
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Ryan Peters

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Yes, a CS agent can contact me. Do you need me to PM you my email address?
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Doug Rohrer

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Community Manager - can you also have someone reach out to me? I've been following the whole HomeKit discussion for quite some time waiting for an upgrade to show up, but missed the announcement about the free homebridge kit until today.
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MyQ Community Manager

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Doug, sorry you missed the promotion. You may want to take advantage of the discounted MyQ Home Bridge on the Chamberlain website. Here is a link http://bit.ly/2xQj655
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critical

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Is there an update to my post? I seem to be getting no response anywhere.
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MyQ Community Manager

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critical, looking into it. Lauren
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Doug Rohrer

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So because I stopped slavishly following the community posts on this issue, I'm out of luck? Seems unreasonable to expect everyone to hang around hitting Refresh for several years, and leave only 2 weeks to actually get what we paid for.
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MyQ Community Manager

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Doug, the MyQ Community offer was a reward to members for their active participation and instrumental role in shaping our HomeKit solution. We hope you'll take advantage of any future promotions that you find valuable.
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critical

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Lauren, any update yet? I just want to make sure I get in on the MyQ Home Bridge as I tried multiple times to fill out the form. Remember, I posted on this forum on the night of October 15th seeking help.
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MyQ Community Manager

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Hi Critical - do we have your permission to contact you at the email address associated with your account?  Lauren
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critical

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Yes absolutely. Thank you.
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MyQ Community Manager

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Great. We'll be in touch soon.  Lauren
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critical

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Lauren, I haven’t seen any contact yet. I want to be sure I don’t miss it. How soon until I hear from your team?
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MyQ Community Manager

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critical, we've not forgotten about you. I don't have a specific time frame, but the tech team will contact you soon. 
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MyQ Community Manager

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critical, we're still working through some details. I will follow up with you next week, and please be assured I will not forget about you. Have a wonderful weekend, Lauren 
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critical

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Okay, thanks. I will look forward to hearing from you next week.
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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

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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

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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

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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

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