Is Wyze customer service in a meltdown?

Earlier today I used the chat feature in Wyze’s customer support page. Now the chat just says “submit a help request and we will email you later”. Also, none of the Home Monitoring products are available in the chat, so you have to select other products in order to get through the silly screening part before you get to a chat person. Kind of seems like things are out of control.

They are rediculously understaffed. I suggest replying to them on twitter. They don’t seem to care or acknowledge any problems in this forum other than telling you to send them an error log. Twitter is more public, so maybe you can force their hand

I actually Tweeted at them politely when I posted this topic.

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Seems Wyze’s administrative/owners are so involved in new technology and getting new product out to market, they’ve seemed to have blinders on when it comes to their current and older customers and the issues they’ve brought up to the technical department and the posts they’ve made to get to those issues and resolve them. Somewhere downline, those old customers will be moving on to other companies who will show they have better product and customer service. WAKE UP Wyze honchos and make us happy again!!!

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Looks like that $20,000,000 they received in the past did not go towards any technical support personal.

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Yeah, this was the response I got recently about a camera not showing active person detection on Alexa when several other cameras were:

"My name is XXXXX from the Services team. I hope this email finds you well and I understand that you need assistance with your Person detection via Alexa not working when getting notifications from the Wyze App if a person is detected. I’ll be glad to assist you.

Most likely it is not yet available for Wyze cam v3 since it is a new product, unlike Wyze cam v2 and Wyze cam pan. at times, we’ll have to wait for a similar shot to be applied to new cameras. this will either be done by Amazon, they will configure properly from their end to have this feature be added, or it is possible that the said feature is not applied to the camera’s firmware at the moment.

Thanks for sharing, I’ll let our product team know, but the best way to get ideas on our official Wishlist is through our forums where users can post and vote for feature requests. Our product team provides public updates as ideas and requests are reviewed. Take a look and post your idea or vote for similar ones so we have better visibility.

You can visit the Wishlist here: https://forums.wyzecam.com/c/wishlist"

Something is definitely lacking there…

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Y’all need to look at the number of open positions they are hiring for - I kind of get the feeling they are victims of their own success.

Entrepreneurial companies & their leadership tend to run lean & be problematically optimistic about how much customer service that can be provided per service rep.

I’ve worked w/ a lot of these kinds of companies - creating new products is so much more fun than supporting products already in play.

Maybe this is just a growing pain for Wyze - let’s hope they apply their spirited product launching & supply chain abilities to supporting their products.

Takes a different kind of mind to run a successful support operation. Hopefully, they’ll let the entrepreneurs focus on rolling out gadgets & will hire the right ppl to provide a modicum of support - but let’s be realistic - when the gadgets are $20 to $60 a unit, how much support really makes sense? :man_shrugging:

At these price points and margins, it might be cheaper to automate customer service - cutting out a lot of annoying troubleshooting with a bot that says, “Sorry you are having problems. We will replace it right away …” et cetera and then just ship out replacements w/ a CC hold that is released when the customer mails back the possibly malfunctioning hardware.

Welcome to the Wyze community @scottgraham2!
You can also call support, sometimes you’ll receive a better response.
(206) 339-9646 Available Monday - Friday 5 am - 6 pm PT and Saturday 8 am - 4 pm PT

'nuff said