TL;DR — We have got reports and have read posts by our community about shipment delays on Early Access Wyze Bulb orders. This issue did not affect all orders and we are still trying to determine the average transit time was.
What happened — All Early Access orders were shipped within less than a 2 day period, however some customers have experienced delays where their tracking number says one thing, but then the package shows up days later.
To prevent this from happening in the future — Work on new shipping methods has already been in the works, we are testing it and will continue to roll it out for all orders.
Hi everyone, I wanted to address the issues that we have seen with some shipment delays involving the bulb. This did not affect most orders but even having it affect even a few orders is not acceptable. First of all, for those that have gone or going through this experience, we sincerely apologize! We work extremely hard on giving the best experience with our products and we know that this issue is a big let down. I know exactly how it feels to be excited to receive something only to have it not arrive when the tracking says it will. It’s the constant checking if the mail has come, pressing refresh on a page and hoping it changes, checking your Wyze Cam, etc. It’s just not fun at all.
Now first off if anyone is still experiencing these issues, I would suggest that you type your tracking number into USPS Tracking. Because UPS-MI is a hybrid of sorts it gets handed from UPS to USPS, so that may give you more detailed tracking. If that doesn’t work or you still see a delay, please contact our support team by opening a new request with our Wyze Support team. We are monitoring these closely.
The whole team worked extremely hard to get the bulbs shipped as soon as humanly possible, so all of us here are also feeling a very similar frustration. One of the greatest parts of our jobs is hearing about the excitement people get when the product arrives, and when they get to use it and set it up. So hearing about these delays do not make us feel great at all. I guess to sum it up, I want everyone to know that you are heard and that we are taking measures to avoid this in the future. Actions such as having much better tracking and reliability as well as having more detailed internal reports around shipping time as well as alerts for us to have more visibility once the packages leave our warehouse.
The issue has been out of our hands because once the order leaves our warehouse, we no longer have control of it and we depend on the carrier. Even so, we will do everything we can on our side to make sure that we minimize the chance of this repeating itself in the future.
Now, where does that leave future shipments?
Over the past few months, our operations team and I have been working closely together to create a better shipping experience on Wyze.com and for orders through the Wyze app. We realized that the shipment speed was less than ideal, (and now that we have had this experience with the Wyze Bulb it’s even more vital). There have been a lot of moving parts as you can imagine when it comes to things such as relocating inventory, researching what provider would provide us excellent tracking, reliability and at the same time not charge our customers an arm and a leg for shipping as well as the integration work that goes on linking our systems. We’ve been “beta testing” if you will, with specific regular orders from our site and so far we are extremely happy with the results. We will continue to roll this out these changes which will vastly improve the shipping experience of both standard and Early Access orders.