I am not in tech & not a competitor so before you state all your assumptions perhaps you should read @UserCustomerGwen response before you jump to conclusions.
I think that this post had great value. Was it unpleasant from my end? Well, yes. But the emotion and framing was fair in the light of what Hollywood experienced. This post alerted me to their major problem with our support and gave me the opportunity to look into it. Without this post, I would not have known to do this. I’m glad that Hollywood came here to vent. I am sad that the need to do so existed and was something that we as a company caused.
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I too have had garbage customer service lately. I ordered the new Wyze Sense kit the day it was emailed out to current Wyze users. I received it and finally got around to installing everything Sunday May 26th.
May 26th - Find one of the contact sensors is faulty. Shows open no matter what. Tried resetting, repairing, pulling the battery, you name it many many times. It pairs up fine. Just always shows open. It’s even like 5ft from the hub. Other contact sensor and motion sensor work fine. Email in a help ticket and got a response same day from Diamond. Ticket [#236122] She asked for a screenshot of the sensor info screen as well as one of my purchase invoice. I reply with the requested items.
May 28th - I receive an automated email saying I haven’t responded to their feedback on my help ticket. Bologna. So I respond, both to that email and to Diamond again.
May 30th - I receive ANOTHER automated email saying the same thing. Now I’m [MOD EDIT]. I call Wyze. I sit on hold listening to that looped hold music for right at 20 minutes. Then an automated message comes on the phone saying they’re closed for the holiday. This is Thursday May 30th.
May 31st - I make a new help ticket. Inside I include everything I’ve said above including Diamond’s name and my previous help ticket number.
June 2nd - Michael responds with “Thank you so much for reaching out to us. I’m sorry to hear that your contact sensor is not responding correctly. If you don’t mind, can you please delete the sensor from your Wyze app? As a good first troubleshooting step, you can refresh your camera by power-cycling it. After power-cycling, can you please use the silver pin that came with your Wyze Sense starter kit to reset the sensor?” ARE YOU KIDDING ME?!!? Did you even read my [MOD EDIT] request?? I’ve done all this. I’ve already got a ticket number. I’ve already waited on hold via the phone. He didn’t even acknowledge my ticket number or any comments. Just a macro canned response.
I’m literally about 2 seconds from ripping all that is Wyze from my house.
MOD NOTE: Post edited to conform to the Community Guidelines
Too bad for your poor results.
I too have had past problems where I documented that I did everything in the troubleshooting guide, sent them the log, then the support person would respond with asking me to do things I had told them I did. I chalked that up to inexperienced tech support having a checklist of things to ask. Also the fact it’s a $22.45 camera.
/edit It’s bad form to duplicate posts.
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It may be bad form. But at least leave open my own personal topic with all my own personal details, versus letting me get lost in this topic of someone else’s. The hope was, obviously, for Wyze support to see my post(s) and for me to finally get some progress.
As for the cameras being $22.45, that’s completely irrelevant. I noticed you were quick to bring up the price of Wyze vs Nest in a way to, almost, discredit Hollywood within his own topic. Real nice. We all know the price difference. We’re not blind.
The day a customer points out the faults of a product and the company responds with, “Hey. It’s 22 bucks. Wadda expect.” is the day that company has permanently lost my business.
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Sounds like you did not properly update your shipping information.
I know when I sign into the store account I can verify and edit the addresses for my account. Which I do before I order anything from anywhere.
Edited to add the word ‘store’ before account.
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@gemniii is not a Wyze employee but I am. I apologize for the experience that you had with our support and I’ll bring it up to the team and follow up on your ticket when in the office tomorrow. Thank you for letting me know about this problem.
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I don’t close threads. I’m not a moderator. I don’t work for Wyze.
I was agreeing with you on the support issue, it seems that they have a checklist of things they tell you to do and they do not always note that you wrote them you did it,
BUT - You had one sensor go bad. The sensors are 4 for $20 plus shipping. So I was trying to point out it’s 5 bucks, customer support will get around to it, it’s not worth “ripping all that is Wyze from” your house.
[MOD EDIT]
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@gemniii stop being a [MOD EDIT], we all know Wyze is a great company that offers an amazing camera for an amazing price.
You have offered nothing to this post other than to criticize anyone including myself who has a bad experience with the company.
Nobody cares about your great experience’s; however, people do care about their own experience with customer support.
@UserCustomerGwen (who is awesome BTW) has posted a few times about my experience & I have a lunch set up with the CEO to discuss the poor customer support.
Having said all that, instead of attacking people who come to this forum, do Wyze a favor & support people who come here as you sound like an intelligent person…
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That’s just strange. I don’t understand the big deal sir. It was a simple mistake and miscommunication. It can happen with any company offering the same type of products. I have 7 wyze cams inside and outside all are working great. Throwing out 11 cams because of a support issue is ridiculous. Now what if you run into the same thing with your new cams that cost alot more than the wyze cam, are you going to toss them out to?
Wyze Cam Quick Start Guide (product insert c. 12/2018)
Support Request Received email (auto-generated first response to support request)
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Ya know, I once bought a single board computer from some guys in California and I had to re-solde some resistors and a dip chip to get it to work. Customer service was non existent but they were a small, new company with sub A series funding. Couple of guys both named a Steve if I remember correctly. Did finally get it to work though.
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It seems as though the Community Guidelines may not have been followed recently on this topic.
https://forums.wyze.com/t/wyze-community-guidelines/6796
In this situation, the moderators’ instructions are to temporarily close the comments and to call in a Wyze employee. The Wyze employee may open comments again after they have a chance to review this thread.
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I apologize for my delay getting back to this thread.
For the future, if the language of other community members needs to be addressed. please flag the post and a moderator will handle it. And though our products are low cost, Wyze expects better support and I was glad to see the report. I escalated it internally and when I went to check on the ticket on Monday I found that a replacement had already been offered.
As a reminder to everyone here, we have a family-friendly forum and profanity is prohibited. Please refrain from using it here. I am glad that I was given the heads up that support was less than what we strive for in these instances and I used the opportunity to investigate these issues and work with the team to improve our service going forward.
These posts aren’t fun but they are important. They give Wyze the opportunity to improve. And we are aiming to have great products and great service. The price shouldn’t factor into it and we let these people down. It is important to us to fix it so please do not downplay their experiences.
As for spreading the word more effectively about the forum and other communities, this is a goal and we have a few projects in progress that will hopefully help with this. It makes sense that some people have more difficulty learning about these resources and we aim to fix that.
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Hi Gwendolyn. Thank you for getting back.
Michael did reach out Monday morning and ask for the screenshots that I sent Diamond a week ago. I sent them, but have not heard back since.
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Thank you for letting me know. I will check on your ticket again tomorrow when in the office. I will likely take it over at this point since I know that a replacement has been approved for you.
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Well I am absolutely certain when something protecting your family fails and when you reach out to a company they screw up more than 15 times I am sure your point of view will change.
All 11 camera’s including the 12th one have been out to good use thanks to Wyze.
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I expect a product to work and when it does not, I expect the company to make it right…
Considering you took the time to highlight the fact Wyze tells you in the instructions and e-mail’s to reach out to there forum… Why? So I can be brow beaten like you just did.