Open Letter to the MyQ Community

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To the MyQ Community:

Hello! I’d like to introduce myself. My name is Kylie and I work directly for Chamberlain’s marketing and product teams where safety, security, product quality, and customers are our top priorities. The former community Manager is no longer with our company and I will help communicate with the MyQ Community moving forward.

I’ve taken time to review the questions and comments that have been posted over the past few months. Thank you so much for your feedback, ideas and, yes, even constructive criticism. The Community was developed to have open discussions around the topics that matter most to all of you. To make sure that your feedback is heard, I will be compiling your ideas and suggestions into a monthly report for our management team to review. We believe that our customers have some really awesome ideas and we want to make sure that they are given the attention they deserve.

Going in and out of the garage is often an afterthought for the average person, but at Chamberlain, we don’t see it that way. Your garage is where you keep your car, where you store your prized possessions, where your family members and pets enter and exit the home multiple times a day, every day. It’s the gateway to everything that matters most to you.

Our mission is to bring you an awesome MyQ experience, and so safety, security, product quality and customer experience drive all of our product decisions. That’s true for all our products, including MyQ. We also realize, however, that many feel frustrated that we haven’t provided a firm date regarding several of our products and partnership integrations.

Here’s why. The products we develop must work in an environment that is complex, ever-changing, and -- frankly -- not always under our control. Third parties (like automobile companies, smart phone manufacturers and others) have their own standards and we often need to accommodate them all or develop new technological adaptations. With all that going on, it's difficult to provide firm dates because there's so much development that goes into our products. The industry’s changing landscape drives the extensive amount of QA testing that we put our products through. New opportunities and challenges are presented every day. We evaluate and address every issue we can identify before releasing our products to market. Our customers are our top priority, so we feel that protecting a major access point (the garage) to their home requires that type of scrutiny and attention to detail.

We always work hard to stay on track with our product schedules, but  Chamberlain, like any company that really cares about its customers, is willing to adjust a deadline to ensure your and your families’ safety and security.  We balance the importance of releasing top-of-the-line technology with your overall experience. 

I’d like to ask and thank you for your patience while we work hard to develop our products. I personally assure you the moment I can provide dates for any product updates and partner integrations, I will let the MyQ Community know. 


Thank you,

Kylie 

The MyQ Team

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MyQ Community Manager

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Posted 3 years ago

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LD

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Thanks for the update but it totally sidesteps the clearly articulated concerns from many of us. Specifically, what products will be updated to support HomeKit as promised? Will it simply be a firmware update as promised? Will some require new or additional hardware? If so, what will chamberlain do to accommodate customers who purchased based on promises made by chamberlain?

None of this requires a firm date. But I do think a quarter wouldn't be outrageous to provide. If you can't estimate within a quarter after a year of stalling then I would suggest better product managers and developers.
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MyQ Community Manager

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Fair enough. Honestly at times, I feel frustrated too because I want to share every detail with community here. While I can't share details (as much as it pains me, sincerely!) I can tell you that extensive development and QA testing are necessary to make sure we give you the safest, securest, top-notch smart-control product possible. 
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LD

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That's a boilerplate non-response. Are you suggesting adding HomeKit in some way would make your product unsafe or not secure? That's nonsense. 

Does the MyQ have the necessary hardware required for HomeKit, yes or no?
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Jim Chase

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August lock had to release a new version of their smart lock in order to add HomeKit integration to their product. Apple required some sort of additional security chip be added to support HomeKit. I suspect MyQ garage does not have this chip in the current design.
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tsteele93

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What I find frustrating is how they absolve themselves of any responsibility for missing (oops, I mean "adjusting") deadlines because it is the fault of someone else. That's the kind of attitude that ensures that the customer is not gonna get a straight answer.

Instead of, "We screwed up, we missed our deadlines that we promised" it is someone else's fault and we are all a bunch of ignorant fools who don't realize our garage is - OMG! - an entrance to our homes! "And I bet you guys didn't know you kept stuff that was valuable to you in there either! Because all you thought about was opening and closing that big ole door! You big dummies. Now hush up, we'll get to it when we get to it. And quit complaining because you thought we were gonna get to it when we said we would get to it, because: 'danger!'"
(Edited)
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Eli H Robinson

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I'll start by stating that I'm a software engineer, and I work closely with a certain Amazon voice software. (You can take that as you wish).

Now, it pains me to see people frustrated when it comes to cool features. I'd like to state however, that it's not always "so easy" to get cool stuff like this to simply work. Companies as large as Chamberlain MUST cover their legal behinds. Because we are the same people who would turn around and sue, if someone robbed us because Chamberlain released some new software which wasn't as close to perfect as possible.

I've spent a great deal of time researching various garage doors and openers and the world of connectivity between them. I, as much as you all, want to be able to have my garage door magically open whenever I need it to. However, I also know, through my own software I've written, how easy it is to accidentally miss something, and come home to a garage door which has been opening and closing itself (luckily it was closing itself every 2 minutes due to my auto-close setting, thank goodness for that feature from Chamberlain) for 2 hours straight. Turning on and off lights in our house, or the thermostat, or watching our home camera system, is relatively safe compare to the entrance to your home being completely open or not.

Now I ask you all to consider this statement before you post another "WTF, hurry the heck up" comment. Would you leave a door unlocked when you left your house? If the answer is yes, why not just lock the garage door open? For most of us, the answer is no, and because of this, we really should give it the time necessary to test things right.

But what do I know, I only write software for a living right? :)
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Trevor B.

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Thank you and Welcome Kylie!

I understand we work in a complex environment when it comes to integration and working with third parties, so we can have some understanding there, but the amount of time and false promises has long buried any understanding and we can only assume there is a problem along the way that is not getting the attention it deserves, hopefully with you here that can change.

Another thing that frustrates your customers, is things that you can control yet completely ignore. We understand integrations are dependent on other parties. But what about building a simple timer or scheduling feature into your existing MyQ app? IMO Chamberlain has no one to blame but themselves about that. Having MyQ light switches without these features are almost useless without them and prevents users from upgrading their MyQ system. Adding those simple features to the MyQ app would have increase sales of those MyQ products.

Looking forward to your updates, hopefully in the near future.
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MyQ Community Manager

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Hi Trevor, 

Do you have a wall control panel in your garage? It comes with most of our openers and it has a timer to close function. If you go into the MyQ app and indicate that you want to be notified of any changes to your garage door state, it'll let you know that the garage door has been shut via control panel function. 

With that said, I recognize that you want to set that timer through the app, not the control panel so I'll be sure to add that to the list of requests to pass on to our team. 

To make sure I'm understanding how you'd like to use our MyQ Lighting Control, are you saying that you want the lights to turn off when the timer function closes the door? If so, I pass that information on to our development team. 

To the best of my knowledge, right now the MyQ Lighting can be controlled through the app as long as it's linked to a MyQ Garage, Gateway device or a Wi-Fi Garage Door Opener but it currently doesn't link with the timer to close function.  

Kylie
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Trevor B.

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Hi Kylie, 

Yes, I have the control panel in the garage, I had to by it because the app doesn't have a timer function that would close the garage door after being open for X minutes. The notifications are okay, but a pain because I don't want to know about every open and close event.

For the MyQ lights, no I don't want it to have anything to do with the lights. I would like a scheduler function to turn the lights on at 8pm and off at 11pm. Also a timer function for the lights so that if they are turned on, they automatically turn off after X period of time.

Yes the MyQ lights can be controlled via the app but IMO it is just a "dumb" light switch, it has no smarts to it. If it could automatically turn the lights on a dusk and off at dawn that would be cool too. Even cooler, if it could turn on my selected light automatically when I open the garage door only if it's after dusk, then turn off after X period of time that would be even smarter.

The current sync feature for lights where it turns them on/off all the time with the garage door opener light doesn't make sense, I don't want all my exterior lights for example to turn on when I open the garage during the day, that would be pointless to have them do that.

Even smarter, have the app automatically open the garage door as my smartphone senses I am returning home (Geo fence). Other home automation systems do this.

Now imagine all of that with IFTTT integration where we can set events and triggers for all of our connected smart devices, then everyone would want your products. This is the direction the world is going in. Either catch up, or get left behind.....

Sorry for all of us bombarding you, but as you can see there is a lot of pent up need.
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MyQ Community Manager

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Hi Trevor,

This is excellent and really detailed feedback that I can pass on to my team. Your comment explains that situations that would that would call for specific functions in the app. I can't promise anything, but this is really good insight for us to look further into.  

Thanks! 

Kylie
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tsteele93

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Kylie, if you need for us to tell you what real world situations would call for those specific functions in the app, then your team has some serious problems.

Perhaps you guys need to read about the Edsel. It's a fascinating story. The short version is that Ford Motor Company decided to build a car based on what customer said they really wanted. And guess what , no one really wanted it.

That's why successful companies are able to determine what customers want even when the customer doesn't already know. Successful companies are able to create things people didn't know they wanted. Successful companies don't sit around and wait for the customer to demand stuff that should've already been included in the product.

At the very best-case scenario, that is playing catch up. You will get steamrolled by a company that comes in and creates a product that does things that we didn't even know we wanted to do or needed to do. And meanwhile Chamberlain is still trying to integrate things that customers are begging for them to integrate. for over a year. That's just sad.

I'm sure that you really love reading our comments. I have worked for large corporations where it was frustrating to watch the lawyers drag the products down into mediocrity or worse. I see you begin almost every comment about safety. And yes we get it, safety is important because whether you care about us or not, you do care about liability lawsuits. We understand that.

But we already have a great deal of safety built into garage door systems now. None of us are asking for those to be thrown out. We are not asking you to disable safety. All were asking for is to be able to control the garage door the way we want to control it. The safety features are automatic it already built in and should ALREADY cover any scenario we might come up with. If they don't, then be honest with us and tell us what you feel like that is not safe for us to do some of the things we want to do. We would have a great deal more respect for you if you did that, then it whenever you vaguely spout off things about safety while it appears to us that the product already has safety built in. Garage door openers have endured years of litigation and have been refined to the point where we assume that you already are making a safe product. How we activate that product should not make it any more or less dangerous. Your product should already be safe and our method of activating it shouldn't change that.

I'm not going to put you on the spot and ask you any hard questions. I'm just going to let you know that if Chamberlain is sitting around trying to figure out what we need based on this forum and then trying to play catch up by tryIng to implement those things a year or longer after they've been asked for then you should seriously be looking for a better place to work. Because Chamberlain won't be doing this that much longer. Some upstart company or kick starter campaign he will come along and clean their clocks.

Tom Steele
http://www.hawkandtom.com
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Tom Carroll

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Kylie, the feature to set a programmed time to close (so the open door isn't forgotten about and left open all night) whether in the myQ app or via the wall panel would be a great feature.  I for one bought the Chamberlain door opener because of the myQ technology and what I thought would be a well developed and feature full system.  I have been severely disappointed.
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Jon McCullough

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I'm pleased to see some type of response from the MyQ team!  While anxious, I also understand the ever changing technology landscape.  If you ever require a technical mind for evaluation and beta purposes I volunteer myself as tribute to provide well evaluated analysis of the MyQ technology. I look forward to updates that improve the experience for myself and others!
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Nate Greene

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I would be interested in Beta Testing.
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Patrick Gormley

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I'am in!
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Eric Anderson

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I would be interested in beta testing as well. I have a lot of experience beta testing software.
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Ward

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This is a very long beta test for a system as simple as a garage door opener!
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Noah Archer

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@Kylie, Βeta testing would actually require testing the integration between MyQ and HomeKit and unless we've all missed something here, there isn't any integration available to beta test or otherwise. Are you saying that MyQ isn't even a stable release yet?
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Jeffrey

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Kylie, Here are excepts from a message that I sent to Cory Sorice on February 17, 2016:
I’d like to be part of the solution rather than part of the confusion. Perhaps I can help in two ways: technical feedback and messaging.

Regarding technical feedback, there are several highly technical people who are part of the MyQCommunity site as you can see if they are setting up HomeBridge on a Raspberry Pi. Maybe you can harness several of them, including myself, to beta or field test upcoming enhancements for HomeKit. Screen us with an interest survey that includes questions about what other SmartHome and IoT devices we use. If necessary, have us digitally sign a non-disclosure and set up a private site for us to provide technical and user experience feedback on using MyQ Garage and other Chamberlain products on iOS with and without HomeKit.

Regarding messaging, the online community is very frustrated right now with vagueness of the official statements (see below) and feeling like they have been misled over the past year regarding an upcoming firmware update. You can see that in three HomeKit threads on the MyQCommunity site.

Honesty and transparency would be a wise move right now based upon how the community is responding, especially after being promised HomeKit support. Are you targeting the next month, 3 months, 6 months, or even 9 months. Which select products it work with? Will new hardware be necessary? Without some sort of time frame and specifics, the official statements lead to speculation.

I'd also recommend that Chamberlain to come clean on their Twitter feed, community support site, and their sales web site about the technical and engineering difficulties that the team has had trying to add HomeKit support. Perhaps then Chamberlain can begin to regain the trust from the SmartHome community. We have seen others like Philips and Ecobee transition in new products to support HomeKit but neither had specifically promised that the earlier product would be compatible via a firmware update.

If it turns out that new hardware is needed for HomeKit support, I trust that Chamberlain will do the right thing and offer a free HomeKit upgrade for those who bought in 2015 because HomeKit support was assured.

Please let me know how I can best help.

Chamberlain Official Statements on HomeKit
"Chamberlain is a HomeKit partner. We are reviewing our product plans for HomeKit integration. Select Chamberlain MyQ-enabled products will support HomeKit. This includes specific Chamberlain Wi-Fi Garage Door Openers with Smartphone Control and a HomeKit version of Chamberlain MyQ Garage."
AND
"Chamberlain is a HomeKit partner. Select Chamberlain MyQ-enabled products will support HomeKit but can’t share specific timing."
I hope your open letter today is the first step of a new messaging strategy for the MyQ team; one that brings honesty and transparency to your customers who can either be your biggest fans or most terrible foes.

Respectfully,
Jeffrey
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Jeffrey

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HarrySamuel,

It sounds like you are most concerned with lighting controls and not really the MyQ Garage solution. I hope VeraPlus works for you. Your needs are different than most from the other thread who are waiting for HomeKit support so we can ask Siri to open or close our garage doors.

For lighting controls, I've been using the iHome iSP5 Smart Plug and Lutron Caseta. The iHome iSP5 is compatible with HomeKit, Nest, Wink, Alexa, and IFTTT. It was on sale at Home Depot for $25 and was up and running with timers in 15 minutes. The Lutron Caseta is similarly compatible and offers dimming functions but was more expensive.

Best,
Jeffrey
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HarrySamuel

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Does it work with the MyQ light switch controls I already have installed ?
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Jeffrey

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I don't think so. I'm not as familiar with those. Are your existing MyQ light switch controls working with your new setup?
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HarrySamuel

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No, Chamberlain has a closed system, and have no real plans to add any IFTTT or integration with any other system. Really sad, as when I spoke to them they say its coming. I really wish I had gone with something else. Not sure if I will change everything out, or just run two systems.
(Edited)
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tsteele93

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Jeffrey, I'm gonna go out on a limb and wonder if Chamberlain has any plans whatsoever to allow us to ask Siri to open the garage door. I'm betting it won't happen. I might be wrong, but they just shut down access to this function via Amazon Echo (Alexa.)

They asked SmartThings to quit allowing a customer written code to do that because it was using an undocumented API feature or something to that effect. You can read about it on the smart things forum.

If they don't want us opening and closing our garage door from Alexa, I'm doubtful their lawyers want us to open and close it from our smartphones via voice either...

What confuses me, is that even though Chamberlain's open letter seems like they think we are all a bunch of idiots who had no idea that there are security aspects to opening and closing garage doors and also physical dangers, our garage doors already have sensors that do not allow them to close if they are obstructed and reverse if they encounter resistance, so why is that an issue?

Or do those features not actually assure safe operation now and they depend on visual sight to ensure that they do not harm someone?
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LD

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http://www.smarthomehub.net/forums/discussion/519/myq-garage-to-be-homekit-compatible-with-just-a-fi...

Promised to deliver last year as a firmware upgrade. This update isn't enough.
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LD

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https://www.broadcom.com/press/release.php?id=s809321

Broadcom's WICED Platform Powers Chamberlain MyQ Garage

http://www.broadcom.com/blog/wireless-technology/wiced-now-supports-homekit/

So it seems that maybe it does have the proper hardware to support HomeKit, but the silence is deafening. 
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MyQ Community Manager

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Hi Mr. Cow (no user name),

I wish I could provide details at this time but I'm not able to. I am listening and I understand the foundation of all of your frustrations. I have shared your comments and questions with our management team. Aside from the question that I'm unable to answer, may I help you with anything else? We care about our customers and I will answer what I can. 
(Edited)
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HarrySamuel

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So to cut ALL the writing short, it does not work, and may or may not work in 100 years, maybe sooner. That's the short answer.
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tsteele93

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To be fair, Kylie is being honest with you. She is not allowed to answer your question. Why beat her up? The real short answer is that Chamberlain is choosing not to tell us what they are doing. Many companies do that. Most of them don't send a sacrificial lamb into their forums to be their lightning rod of hate. Lol.
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John Smith

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To be fair, Kylie's bosses are doing NOTHING, so she can not tell you something is happening when it is not. Wish I knew how bad this company is. The Smartthing community www.community.smartthings.com loves Chamberlain like I do. Chamberlain just shut them down saying their servers could not handle the traffic. I guess they never replaced that XT they are using.
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Eli H Robinson

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After doing some basic integration with Apple's HomeKit, the API for HomeKit isn't the best... Perhaps this is the problem? Perhaps they are working on a brand new public facing API which would allow integration onto MANY platforms. Software doesn't write itself, and it definitely doesn't get written, well, overnight.
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Chip Cox

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The issue with this is really with integration to Apple's HomeKit, Chamberlain being a little to optimistic about their statement it their openers were compatible with HomeKit, and some people who had rather complain than find a working solution.  News flash everything does not always work as advertised.  Get over it and if you want the functionality, try something else (Wink hubs work great in my house with my Liftmaster garage door opener).  
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Mike Lemay

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Hello Kylie and Good Day.  

I have a question that many have posted on here in the past and recently.  

Is Chamberlain going to make the change of allowing more than one login to the gateway?  This seems pretty basic and in this day and age with security being paramount, sharing lD's and Passwords seems a bit ridiculous.....and a security issue for the user/owner.

Thoughts?
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MyQ Community Manager, Official Rep

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Hi Mike, we've heard  similar requests from customers like you. While I can't give specifics, I can say that we've been working on a really cool road map for where we want to take the MyQ app. 

But with that said, I'll add your request to my report to reiterate to management how important that feature is to our customers. I'm happy bother a few people here to make sure that conversation stays active. :)
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Eric Anderson

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I too would like the ability to add guest accounts. I have guests come over often, and I would like them to allow themselves in, but only have that permission at certain times of the day, or on certain specified days.
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MyQ Community Manager, Official Rep

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Thanks for the feedback, Eric. I'll pass that comment along. :)
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Richard Cueto

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Amazes me that a company ignores an issue hoping the problem will go away, and instead the customers do....
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MyQ Community Manager

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Hi Richard, 
We understand why our customers are frustrated and it pains me to not be able to provide exact details. With that said, I promise you that we recognize that this issue exists and we won't let it go away. We're actively working on our HomeKit integration. Once our development and QA testing is finished, we'll be able to provide answers that our customers have been asking for. 
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HarrySamuel

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I waited, now I wait for my VeraPlus to be delivered, in a few days, if the USPS is being honest. 
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Michael Maulucci

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Honestly I don't think people understand working relationships and confidentiality between companies, specially Apple! What Kylie has stated is all chamberlain can say due to these rules. They are not trying to hide or not deliver. You can clearly see that in the way the letter was written. I would love himekit support, and I bought my opener with that in mind. But it works great every other way, and when the time is right, they will release more info. Thank you Kylie and Chamberlain for addressing this and putting someone on it to respond with the best of their ability.
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HarrySamuel

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Your kidding right ??? This has ddrraaggggeeeedddd on way to long. To market something as Homekit when it clearly is not is fraud. 
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Ivan Karpenko

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It has been a year and a half since Chamberlain promised this feature. I regret buying the MyQ and wish I would have gotten one of their competitor's products instead.
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John Smith

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Ok, Chamberlain said Homekit will work, all I wanted was a little control, more than Chamberlain gives. Homekit, Echo, it is all actually working, and probably breaking more laws then I can imagine. Apple is scum, all they want is money. Chamberlain does not have the management to do business with Apple. For Apple is scum, and how can you do business with scum. I blamed Chamberlain for a long time, but the more research I did, I found Apple is the problem, and Chamberlain has been taking the blame, I guess not wanting to anger the great big Apple. Chamberlain has not opened up there system, so Smartthings is down. So much blame to go around and the customer is the loser. I can only say I went to z-wave, and am happy I did.All I wanted I have, or will have with a few more sensors. It is a shame Apple is the wrong choice, and Chamberlain is not as bad, but not good. Stick with local control inside your network, z-wave does that, and you can hack in what you want, but maybe just stay away from the companies that want to control your system. Only go with products that allow you to control your system, like my system now does. NO DISTANT SERVER CONTROLLING YOUR SWITCHES !!! VeraPlus allows local control, and if you know a little you can control from anywhere, and they do have free servers if you are not up to speed yet. VeraPlus is the best there is, period
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Ethan

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As an Apple developer dating back to Mac Desktop OS 9.6, I'm well aware of NDA's and the difficulties of maintaining a working relationship with Apple. Chamberlain has misinformed it's users in the past with certain info they can no longer talk about. That's fine.

That said, I made a reasonable decision to buy their product based off their direct communication. The device is nice, but thats not the issue. The company still has the ability and responsibility to inform it's customer base that they will make the issue correct in the future at no additional cost due to their mistake.

No public mention of a future roadmap is needed here. I've waited. I want to know I will get value back on my investment in a way in the future that will not cost me extra money?

I do not blame Kylie. I blame management. I've asked a question. Chamberlain can't answer it due to future roadmaps and Apple. Fine.

I've now rephrased a  pointed question, which cannot be reframed and can be answered directly without divulging sensitive information they cannot release.

I'm still patiently waiting for a response, Kylie. Hope to hear from you soon.
(Edited)
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LD

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Also, the cost is inevitable, of course. But they knew that cost presumably before they announced the shipping date of the feature (June of 2015). The VP himself announced it. Now he refuses to address the issue. Rather they have radio silence.
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Chip Cox

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The radio silence is bad from a customer relationship perspective.  I'll give you that.  But what happened between the time they shipped the first devices and now.  That's what we don't know.  Has Apple changed the requirements on development for HomeKit?  Have the HomeKit API's changed in some way that makes HomeKit unsafe (in Chamberlin's legal teams eyes) to use it that way?  Have there been hacking instances with HomeKit that make Chamberlain worry of opening their system up to it?  I have no idea to the answer to those questions.  So as a developer, I know that sometimes requirements change or API's change that impact other applications. I agree that Chamberlain has handled this poorly from a customer relations perspective.  But I would not be surprised if there were a cost associated with a fix, especially considering how long this has been and how many revisions to HomeKit there have probably been since then.
Apparently Chamberlain was an early HomeKit adopter.  Maybe they developed based on a beta release and the production version was different somehow.  Yes bad management, I agree.  But I can understand it, it's not unusual for early adopters to get burned.
(Edited)
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LD

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Perhaps they shouldn't have allowed Apple to promote them as a HomeKit partner (that has never shipped a product) as recently as October if they were unable to deliver on their promises. They were happy to take the free press for two years, since CES of 2015, multiple Apple events where they got stage time, press releases, interviews, stage time with other HomeKit partners. But somehow there's an unforeseen cost. I don't buy it. Not for two years.

I say this as a software product manager in a highly regulated industry. "Real artists ship." I ship.
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Chip Cox

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I agree.  Chamberlain has handled this poorly.  Maybe the problem is that their industry isn't as highly regulated as yours (and mine).  This product would never have shipped if it had to undergo the same type testing that the financial and medical worlds have to undergo.
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LD

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It would also be illegal to make forward looking statements as they have if they were publicly traded.
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MyQ Community Manager

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Hi Ethan,

I understand you are looking for an answer to that question today and we have to ask for your patience and understanding just a little while longer. It's just not possible to share details on product plans that are in development. As soon as our product plans are final we will post them here. 

Kylie
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HarrySamuel

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Same crap, its coming. My VeraPlus arrived today, the light controllers are coming next. Looks so much better than Chamberlain. The light controllers will be here, unlike Chamberlain anything !!!!
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Ethan

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Kylie, I am NOT asking for products plans.

Does Chamberlian intend to make this situation correct in the future at no additional cost? Yes, or no?

Again, I don't care how it's done.... a firmware update, free hardware update or a refund. Tell me specifics later when you know and can. I'm now done with the benefit of the doubt. You have the ability to answer my question without technical information or a roadmap. You are avoiding it.

Kylie, you're trying. Please get us an an executive from the MyQ management team with the power to answer questions.
(Edited)
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Max Curtis

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Well hello Kylie, I am happy for you and your new position.
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MyQ Community Manager

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Thanks, Max. :)
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Mac

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Hi Kylie. Thanks for the update. I feel for you. I know you are just the messenger, so please pass this message on to management.
I bought this MyQ product BASED on its widely advertised homekit compatibility. I will never buy another chamberlain product based on the this experience: unfulfilled promises (i.e. lies) and the constant delay tactic. If it really was a priority more resources would have been directed to the project.
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John Smith

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ditto
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Richard Cueto

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Just a thought, maybe we should contact Apple and let them know about the deceptive marketing practices going on using their registered 'HomeKit' name.  Maybe their legal will have Chamberlain remove it...
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LD

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Apple doesn't care either. I contacted them before I purchased and they stated it was HomeKit compatible. I pointed out the confusion and Chamberlain's waffling and Apple repeatedly assured me it was HomeKit compatible. Nope. And it's confusing how it's listed on their site, linked from their HomeKit compatibility link. Both company's are at fault. No one gives a crap and we consumers are out money.
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John Smith

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ditto
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Ethan

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A few things... Several credible Mac sites have reported this weekend that iOS 10 (with screenshots) will have it's own dedicated Apple Made "Home" App for HomeKit devices. Given the  leaked info, I have a better understanding of the delays. I see a strong correlation in the development process with the irrigation company who stated that their device has the hardware, but currently is not HomeKit compatible. For those uninformed, HomeKit devices also require apps that support the protocol. It is reasonable to think that Chamberlain knew this and is reallocating their resources, time and dev team accordingly for this iOS release. I have no doubt Chamberlain will release great products in the future. But at what cost to those that invested?

That said, a gentleman hit the nail on the head in the January post about dedicated HomeKit support. He referenced Apple's core DNA. The customer does not know what they want until you show them the device. Surveys, lengthy back and forth is great with a company that listens after they've started to deliver.  

Chamberlain is playing catchup and management must be confident in their monopoly. That's fine. Products like Garagio look like interesting alternatives and I'm waiting to see if they add HomeKit. Remember, MySpace and AOL were there first. Twitter is learning the hard way now. It's not about being first. It's about doing things the correct way. Hubris kills.

Kylie, I'll leave you with a message for management. Steve Jobs had a famous rant after the failed initial launch of MobileMe, which is the predecessor to iCloud. It crashed on launch and took a week to get running correctly and many users lost contact/calendar info and were angry... Jobs brought the entire product team into a Town Hall Meeting... "What the is the product was supposed to do?" When Jobs got a satisfactory answer, he replied "Then why doesn't  it do it?" then proceeded to fire the product's entire management team in front of everyone while naming their replacements. He also made sure the user base was given free services to make up for the failure. If I was running Chamberlain, I'd be doing the same right now.

Best of luck to you, Kylie. Again, I understand how hard this job must be for you and I empathize with your situation. It's clear that management doesn't care, or is incompetent based on my follow up questions. It must be awful to be their lightning rod. I commend your effort.

I'd still advise your management team to take a proactive stance and talk directly to us, even if there is no future product/roadmap info given.  You can gain a lot of PR points back by letting us know if we will be offered free upgrades at some point or our money back. I've been patient for a year and can wait. I just want to know I didn't waste my money. I'm sure others feel the same way.
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John Smith

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great post, but Chamberlain does not care about angering customers, we are the stupid suckers who were so dumb we bought their products. So spend a few minutes and post all over the internet how stupid we were. As they say fool me once shame on you, fool me twice shame on me. Homekit, smartthings, they want a closed system, and even just blocked Smartthings which was working, but now does not. NEVER CHAMBERLAIN AGAIN !!!!!!!!!!
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Matthew Harkins

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Hmmmm I might have to return our 2 new openers from Lowes and go a different route after reading all this info. Any other options anyone recommend?
(Edited)
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John Smith

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I would check with Lowes if they have a brand that works with their IRIS controller, or a z-wave system. Chamberlain has been playing games for a very long time. Return it while you can !!!
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Jon McCullough

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This is fascinating and perhaps related.  Perhaps not.  Either way hope may come, right?

http://www.techhive.com/article/3067368/internet-of-things/apple-homekit-may-get-an-official-control...
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John Jones

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If the gateway, i.e. the hardware chamberlain sells was HomeKit compatible it would work with all sorts of applications and be secure 

sort it out and get it done ASAP forget about your custom app until this is done...
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MyQ Community Manager

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Hi everyone, 

A little update...I met with one of our executives for about 45 minutes today. We discussed our MyQ Community and all of the great requests that you all have been bringing up. He gave me some updates on where we're at with several of our initiatives and I feel comfortable saying that it's going to be a great year for MyQ and I think we're heading in the right direction. I can't relay those details to you just yet, but I wanted you all to know that I haven't forgotten about you and that I've made sure the right people got the message just like I promised.

Thanks for staying passionate guys! Keep up the good dialog. People like you are the forward thinkers that we need to hear from in order to drive positive change and fuel great ideas for our products.

Stay awesome, 

Kylie :) 
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Jeffrey

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John,

Just to clarify, if you swapped out the whole solution, that isn't clever. Finding alternate solutions and getting pieces working (even if you didn't do it all yourself), can be considered clever by nature of the ingenuity of the authors. See, average guys can be clever when they learn from others.  ;)

Are you using HomeBridge with the Chamberlain MyQ Garage plugin (https://www.npmjs.com/package/homebridge-myq) and the Alexa Skills Kit: Alexa-MyQGarage (https://github.com/jbnunn/Alexa-MyQGarage)? Any chance you are using a Raspberry PI as the HomeBridge server?

Thanks,
Jeffrey
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John Smith

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Just to be clear, I swapped out NOTHING period, ALL my original Chamberlain products are installed and working, with ALL the controls that Chamberlain is not doing. Glad we are clear on that. I am not clever, just very persistent.
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tsteele93

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Did you use the SmartThings code at github or on the SmartThings board? Because according to SmartThings, Chamberlain has asked them to (and they are going to) disable that code because it used an undocumented part of their API and it won't work anymore.

I too had it all working for about three days, when I received notification that it was no longer going to work anymore. I blasted Chamberlain on the Amazon review page (since I had just purchased the MYQ on Amazon.)

That would be my recommendation to those of you who, like me, are disappointed with the combination of lack of HomeKit implementation and the disabling of Amazon Echo functionality. Go to the Amazon page and write a FAIR review detailing your complaints and dislikes and likes about the product. That will get more done than complaining here.
(Edited)
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Jason

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Having grown tired of empty promises and waiting, I did something similar last week.  I installed node.js, homebridge and homebridge-platform-myq (not the homebridge-myq one, as I couldn't get that to work).  Setup forever as a process manager for the homebridge software, dropped my username & password in for the myq package, started it up, and boom, I can say "Open the pod bay doors".

Hilarious that the open source world and average folks can solve a problem in minutes that Chamberlain hasn't been able to solve in months.
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John Smith

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Yes, you found the answer, I did too, don't post it here Chamberlain might shut it down. They shut down SmartThings, and Echo. Who know what these %$&^ $#@%'s will do.
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Von Alan Cooley

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Open Letter to Chamberlain:

You have it in your power to resolve this issue almost immediately. Simply offer a refund of the purchase price of the MyQ Garage unit to anyone that made the purchase expecting to have Homekit compatibility. Each consumer can then decide if this is something they care about or not. 

In my case I would probably take the offer because there are other GDO automation options that simply work better than what I have experienced with MyQ Garage. Also, since there has been no product improvement in the past year I can only consider this a dead product and that you have been assigned to this community to do damage control.

I can assure you that anyone who asks me will NOT purchase MyQ products based on my experience with MyQ Garage. I am very happy with the GDOs themselves but Chamberlain/Liftmaster has not demonstrated any commitment to the MyQ ecosystem.
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Greg Takacs

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No offense, but simple multi user authentication and device specific user access and time access has nothing to do with car manufacturers or ever changing technological landscape. It's a copout for not even getting the most basic of the basics right from the get go. You had, literally, years to get something so simple as this working and you have failed to do so. It is simply unacceptable. Had my builder not bought 4 myQ ready openers for my house I'd be looking at something else myself.
(Edited)
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John Smith

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search google, find an answer, don't waste time here good luck
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John Jones

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any update ? will we see anything at apple WWDC ?

thanks

John 
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MyQ Community Manager

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Hi there MyQ Community. 

Unfortunately, I can't share any updates at the moment.

However, I encourage everyone to make sure their profile information (name, email, username, etc.) is up-to-date over the few days. ;)

Best,

Kylie
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Noah Archer

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My info has been up to date and I have checked the board often yet still no news after this "little carrot" 5 months ago. Why antagonize people who are already pissed at you? Just to be clear, any news other than a notice of HomeKit support (or conversely finally tucking tail and admiring you'll never support HomeKit) is no news. Adding any new or additional features (thermostat or camera integration for example) before supporting previously promised core functionality only goes to infuriate us that much more!
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Noah Archer

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My info has been up to date and I have checked the board often yet still no news after this "little carrot" 5 months ago. Why antagonize people who are already pissed at you? Just to be clear, any news other than a notice of HomeKit support (or conversely finally tucking tail and admiring you'll never support HomeKit) is no news. Adding any new or additional features (thermostat or camera integration for example) before supporting previously promised core functionality only goes to infuriate us that much more!
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LD

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Agreed. Any news that isn't HomeKit integration is just going to piss us off. Telling us you're working on it just pisses us off. Is it available? If the answer is no then don't bother replying.
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katen

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Apple Watch support today is a great step for the App. Thank you!
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Jorge Eduardo Serrato Pinto

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If Chamberlain does not allow this integration then it is a choice to choose another product if it is integrated. Who can recommend another brand to replace Chamberlain?