Edit Update 3: https://www.wyzecam.com/forums/topic/wyze-cam-v2-update-3/
Edit: Update 2: https://www.wyzecam.com/forums/topic/wyze-cam-v2-update-2/
A letter from our Founder and CEO. People whose orders are affected by this should already have an email with more details and some options for them.
(To clarify, this email only went out to customers who placed a pre-order for Wyze Cam v2 on or before 8pm PST on 3/1. Orders placed after this cutoff date/time are not eligible for the free extension cord offer.)
I’m sorry to let you down.
When you placed a pre-order for a Wyze Cam v2 with us, we told you it would either ship by the end of February or in the week of 3/5.
Unfortunately, we’re now expecting a 3-4 week delay in shipping your order to you.
We received the first batch of v2 inventory in our Seattle warehouse this week. During the final round of inspection, right before we were ready to ship, we found that a small percentage of them contained a tiny morsel of dust on the camera’s CMOS sensor, compromising the image quality.
The dust particles resulted from using the new CSP packaging for v2’s CMOS sensor. Let me show you some photos:
This is the CMOS sensor for the original Wyze Cam using the standard QFN packaging.
This is the CMOS sensor for Wyze Cam v2 using the new CSP packaging.
The CSP packaging provides better stability and reliability, but it calls for much more stringent cleanliness standards in the manufacturing process. In this case, there were tiny particles of dust left over from this new packaging for some of the units inspected. As CEO of the company, I take full responsibility for what happened.
Some of you may question why we needed to risk changing the image sensor and adopting a new technology. The original Wyze Cam was selling well. Why didn’t we play it safe and continue with the old parts and technology? Many people doubted that we would be able to offer a high quality product at such a low price when we launched the original Wyze Cam 4 months ago. We proved them wrong. But I didn’t want to stop there. I challenged my team to upgrade the product with new features without adding cost. The new image sensor allowed us to enable Motion Tagging and even higher image quality especially for night vision in v2.
Frankly, and painfully, this was harder than I expected.
The good news is that we have a solution in place to get this fixed. The bad news is there will be a 3-4 week delay in shipping your order to you.
If you decide to wait for the new units, I want to personally thank you for your support. I know many of you have requested extension cables so that you can install your Wyze Cam further away from a power outlet. As a small token of my gratitude (and apology), I’m sending each one of you an extension cord along with your order (one cord for each unit ordered).
However, I understand some of you may not want to wait that long and want to cancel your order. If that’s the case, please email cancelorder@wyzecam.com and and write “Cancel [Order Number]” in the subject line. We’ll issue you a full refund as soon as we receive your request.
I can’t say enough how bad I feel about messing this one up, but I hope you’ll forgive us while we make it right. My team and I continue to aspire to new heights, and we appreciate your support along the way. We can’t do this without you.
Thank you!
Sincerely,
Yun Zhang
Founder and CEO, Wyze Labs, Inc.
