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.
The MyQ Team
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.
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.
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.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.
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."
"Chamberlain is a HomeKit partner. Select Chamberlain MyQ-enabled products will support HomeKit but can’t share specific timing."
Promised to deliver last year as a firmware upgrade. This update isn't enough.
Broadcom's WICED Platform Powers Chamberlain MyQ Garage
So it seems that maybe it does have the proper hardware to support HomeKit, but the silence is deafening.
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.
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.
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.
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.
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.
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.
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.
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.
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.