you folks have a support system/team that does not value the one thing you need more than a product to sell…customers! And the sad part is that its not her fault… it yours (wyze labs). When a customer wades through corporate BS that I’ve been thru with wyze for the past few months, only to discover that it is your app causing all the inconvenience, you don’t feel the imperative, duty or conviction to let your customer know that you appreciate them for going through - enduring even, all time you have taken from them (that they will never get back) because your app that was supposed to save your customers time and make their life easier not only fails to perform as PROMISED, but took more time than it saved you leave them in a stupor. confused about clear and concise answers to questions and troubles and problems they have. Jeanette was only doing her job. And in her limited capacity she did it well. A poor rating is no reflection on her, rather on the brand represents.
My whole problem is the lack of power she has to broker adequate and fair compensation (ie discounts. products, or whatever it takes to leave a reasonable customer satisfied) when her employer has caused problems on a problems have occurred as a result of use of your service. now they’ve concluded a phone call and now your customer is disappointed because they wasted all this time trying to resolve a problem that you’ve created and that didn’t exist before they had your product or your app. that seed that has just been planted DOES NOT GO AWAY! You’ve now got the job of ensuring that seed doesn’t sprout. Because you can’t dig it out you’ve gotta ensure dormancy. it’s easier to prevent a seed planting than it is to uproot the mighty tree it will one day become.
To me, customer service is everything. And unfortunate though it may be, the onus is squarely on Wyze Labs to keep it’s customers satisfied (keep that bad experience with you from happening or ever happening again).
One bad experience with Nike almost 30 yrs ago has kept them from seeing a penny of mine or my family’s money since.
I can’t underscore for you enough, the import of what one customer (me) is saying. Because i’m not the only one feeling it.
You made a promise to make life easier and if for any reason or moment you fail to live up to your promise, don’t dismiss us or the inconvenience you’ve created, don’t treat us like you would before you broke your promise. because even the perception or feeling of inconvenience creates the disease (discomfort). I hope and pray you get my message. i don’t need you to kiss my ass. But always be fair. And sometimes be more than fair. Because there exists in no part of my body a desire to spend my money somewhere i won’t be treated w/ value. if you care about us (if you care about our money) MAKE IT RIGHT. the customer isn’t always right but we are the most important relationship you will ever have. Treat us as such.
thank you for allowing my 2¢… be free to keep the change.
CAVEAT I don’t enjoy hearing a support agent “I’m sorry” after everything i say “thank you for bringing this to our attention” perhaps. i’m sorry dosen’t defuse or disarm a situation. it feels insulting and does however, heighten frustration and anxiety. it also affirms just how out of touch you really can be.
[Mod Note]: Your post was merged to this category since it is not a request for a Product or Service enhancement by Wyze.