Support not recognizing emails in response to ticket

I recently opened a ticket with support ticket 1233058. I have sent 6 emails in response to the emails I received from support saying that they haven’t heard from me.

Does email not work for them? If I have responded 6 times, shouldn’t they get at least one message?

Can one of the Mods pass this up to someone at Wyze and tell them there is a problem?

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Hi @WildBill,
Sorry you are having this issue. I have passed your info and ticket number to the chain.

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Thanks. I really hate having to come into the forum and nag somebody to get support to do their job. Just seems nothing else works.

I have contacted support twice for the same issue. The first time after about 20 emails I called support at 1-844-999-3226 and got to talk to a real person in less than 5 Min. I started another ticket, got 2 emails and no response to the second so I called support again yesterday, same # and talked to a real person in less than 5 min. I call between 9AM-10AM Pacific time. I submitted the information they requested in a follow up email and got a reply today. If the issue is not resolved I will keep calling :grinning:

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I understand what you are doing and what you are saying. I have a problem with needing to call, email, chat, etc. wasting a bunch of time when Wyze has ALL those as support methods. None of them work well, if at all. If they aren’t going to do anything with chat or email why pretend?

I sent this up the food chain! Sorry for the trouble, WildBill. Thanks for letting us know!

Thanks, got an immediate resend of the original email from another support person. Nothing new in the message except support “didn’t receive” my prior emails.

Is the thing you wanted to communicate something you can post here and I can share it or did it have personal info?

Full email thread:

as included in my previous emails:

App versions:
iPhone: v2.20.142
iPad: v2.20.151

The hub is plugged into a power outlet, so not sure what you mean by “main power.”

What is the purpose of pressing the reset button on the hub? I get “Ready to connect” at which point I added it back to my account.

How do you power cycle the hub?

How does any of this impact the motion sensor which communicates with the hub, which communicates with your servers which sends the push notification to my devices?

On 5/25/21 12:28 PM, Support wrote:

##- Please type your reply above this line -##

Your ticket (1253012) has been updated. To add additional comments, please reply to this email.

\ 40x40 Kayla (Wyze)

May 25, 2021, 12:28 PM PDT

Hey there Bill,

Thanks for reaching out to Wyze. I understand you were in contact with us previously about your Sense v2 sending false notifications, but it seems like we did not receive your emails. For that, I’m very sorry for the inconvenience. I’m Kayla, and I’m happy to continue helping you.

First, please make sure that your Wyze app is completely up to date. Navigate to the Account tab, tap About. The version will be listed under the Wyze logo. The newest current versions are:

  • For Android - 2.20.21
  • For iOS - 2.20.142

Next, please also make sure that the hub is directly connected to the main power source. Once checked, press the reset button on the back of the hub. Let me know if you’re hearing any voice prompts when the button is pressed. If all else fails, please power cycle the sense hub and reboot your router.

If you are still experiencing the same issues after checking the app firmware and trying that troubleshooting, please reply to this email so I can look into the possibility of a replacement for you.

Also, just in case you have any troubles with contacting us through email again, please feel free to give us a call. We will be happy to assist you! Our support phone number is 1-206-339-9646.

Sincerely,

Also forgot to ask which router to reboot–Main wired router to internet? Router/AP for cameras, etc.? Router/AP for my cell phone/ipad?

I’ll get this to them!