Wyze Band Strap Broke apparently, Support says this is not a real issue

Hey there Wyze community.

I just want to put this out there for awareness. I bought two Wyze bands, one for me and one for my partner, and both of us had the bands suddenly break or pop off while we were out and about.

The first time we noticed and fixed it, but since then it has happened again, and now both bands are lost for good. One disappeared on a jog, the other one disappeared on a bike ride.

Customer support said “They have no known issue” with bands breaking or coming loose.
A quick search here on the forums shows that is just not the case, or they are not listining.

So I wanted to make my voice heard, even though I wont be buying another one of these, only to lose it again at no fault of my own.

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Did you purchase the bands in early access? If so:
Witch strap were you using? The watch style strap or the loop type?
If not:
I haven’t had this issue. Did the strap separate from the band or the place where it’s supposed to come apart(to put the band on)?
I’ll tag @WyzeGwendolyn to see if she has any input on this.

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Both bands were using the ‘snap’ style band that came connected out of the box.
The one time we caught it, the band disconnected where it meets the actual display, That little plastic pin piece. Not the snap connection where its intended to be fastened and removed daily.

Cant really say what happened the other two times, because they are lost for good.

Aw, shoot. We’re sorry to hear this happened. I’ll report this up the food chain.

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Thank you, I appreciate it. Maybe just bad luck on my part? Who knows.

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I’m about to send you a message. :slight_smile:

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The same thing just happened to my wyze band. The connector pin broke. I’ll have to order a replacement. Awful timing because customer support is closed over the Labor Day holiday. I suppose duct tape will work for awhile. :slight_smile:

I purchased a Wyze Band on 6/13/20 (order # 002818818) for my wife. She was walking and apparently the pin holding the strap fell out and got lost. She recovered the strap and watch.
I have tried to go through the live chat (which appears to have a software glitch of some kind), and I’ve tried to call customer service (after jumping through several hoops to find the phone number). What can I do to get a replacement pin?

I purchased a Wyze Band on 6/13/20 (order # 002818818) for my wife. She was walking and apparently the pin holding the strap fell out and got lost. She recovered the strap and watch.
I have tried to go through the live chat (which appears to have a software glitch of some kind), and I’ve tried to call customer service (after jumping through several hoops to find the phone number). What can I do to get a replacement pin?

Try contacting support today.
(206) 339-9646 Available Monday - Friday 5 am - 6 pm PT and Saturday 8 am - 4 pm PT
You’ll need a new style replacement strap, they don’t offer replacement pins.

I’ve tried for 3-4 days to call them. I either get a message that says: “no support agents are available to take your call. Please call back later.” or I get the hold music and after 15-20 mins, I give up.
Is there a way to email them?

I appreciate your help.

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You can try the chat option.
Click “submit a request” on the support page or use this link: Submit a request – Wyze

Tried the chat option also. It appears to be broken. Not sure if that’s part of the problem with the returns system or not. You ever feel like the world’s a tuxedo and you’re a pair of brown shoes? (credit to George Gobel). Are the bands advertised on the Wyze store the new bands or the old ones? They’re showing as $4.99 + $4.99 shipping, but I can’t tell if they are the same as the old ones or not. Don’t really want to buy replacements that are the same as the ones we’ve got, as I suspect the problem doesn’t go away if I do that.

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Finally got through to customer service on the phone. They are handling and all is well.
Thanks for your help.

Jake [Mod Edit]

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