Why Wyze lost a very long time customer

I am a long time Wyze customer. Recently i decided to order the Wyze Home Monitoring service during Wyze week because they was offering the free dock, during this time i also bought a door bell cam thinking it was a plus (silly me). I called and talk to someone they said all good. We will just cancel the door bell cam and everything else will be fine. Then come Tuesday i get my entry sensor’s and my keypad but no dock. Hmmm. I called Wyze for them to tell me I was not getting a free dock that was advertised based off a system issue. He then told me to return the items and buy them all again full price. I then sent the items back since Wyze isn’t gonna give me a free dock and they returned my home monitoring service money to me today, but i still haven’t got the money back for the door bell cam that never shipped. So after some emails someone tells me that never charged me for the door bell cam and they want proof they charged me so i sent that in and recalled them waited another 50 mins for a supervisor to finally find where they did take the money and get it returned (still waiting on that). I just don’t understand why Wyze support has to just walk all over good long standing customers and then when there system messes up punish and charge a customer. I’ve done been told I would not get any refund on the shipping fees even though I never got the doorbell Cam and I immediately return the key pad and entry sensors since I did not get the free dock.

Just wanted to get my horrifying experience out there. I own over 10 diff Wyze devices and I love them but this isn’t the first time they have burned me on promotions, and it sucks there profiting off of it.

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I recommend going through your credit card company for a chargeback on the shipping fees.

That is my plan, It’s just super upsetting bc I spent over a grand with them, I recomend all the time but there support and ordering system is absolute nightmare.

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Wow! A thousand dollars buys a lot of IoT equipment at Wyze! It is very frustrating when you feel like a company just couldn’t care less about customers. When I was searching to decide which platform to switch to and transition out other company’s equipment, I chose Wyze because a company that invites this level of involvement from customer-stakeholders usually means the company really values customers. I’ve noticed an uptick in experiences like yours, at least it seems that way.

Of course the other reason I selected Wyze was it’s value proposition. And it didn’t seem like it unreasonably cornered customers into unnecessary subscriptions. I hope all of those things are still true. But when a company gets as close to going under as Wyze did and then finds a savior investor, the company culture can be highly influenced by that investor’s demands.

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