If Wyze had a way to flash this vacuum manually, I would try it for sure. Nothing to lose of it didn’t work.
1 Like
Hi @williams and welcome to the Community Forum! 
Write back to Support and ask for your RMA number (via eMail with return label).
I’ve done that @dr.know that’s the thing we get the initial (thank you for reaching out, we will get this over to our specialist for a return label email.) And no response after that. I’m now worried that once I finally get the label will the turnaround be a few weeks or more. That’s the type of service we are getting right now.
Just reply to the generic eMail and confirm: your wish to return the vacuum for credit or you wish to receive a replacement vacuum.
It is up to Wyze what happens but good to reply to new eMail after few days to make sure your case doesn’t end up in some bit bucket. Like a ‘keep alive’ packet in WiFi.
I’ve tried that a few times already. Is there someone to call besides customer service and email support which seem to either handling things at their leisure, or just still unsure what to do for the groups of people here. I did jump on my LinkedIn account and saw the senior e-commerce director Mr. Anthony Potgieter on there. It’s getting to a point of hey if Wyze customer service and assistance isn’t helping just has my money and taking their time, it’s just not right. dr.know your just doing your job by putting out flames, but when customer service keeps throwing fuel on it…not good.
Final update: I was able to get it to accept 45 characters
That’s all good, but why should I or we have to adjust our security settings and passwords thats been working for all my devices to work for this? That’s not how it works. I’ve been hacked before, identity theft before no need to dumb down my security for my network period, and might I add according to set up we have to input our network passwords to access their products…think people. Make it simpler…I think not. So back to my request. I need my return label so I can get my replacement that can configure to me not reconfigure to them.
Yesterday was my deadline if I didn’t hear back so I’m pressing forward to see what legal actions can be taken.
I get the frustration. But it hasnt even been a week yet.
Yea, they’re expanding too quickly.
Yes their customer service is trash right now.
Yes they haven’t communicated to us at all. (Like at all - they literally should know who has a vacuum and who doesn’t. Why not email all of us directly?)
Yes they launched v3 inventory when all this was going on and are up charging people $15 to get one early. Thats real sketchy…
So yes. I agree. This has been one of the worst experiences I’ve had as a customer.
But again, it’s only been a week. Give them some more time and pray one of the execs comes on here and is appalled at what’s happening behind the scenes.
Isn’t $200 still cheap for a lidar vacuum? I’m really disappointed with the software experience from Wyze (which is what kind of company they are so I’m confused here) but mine is still chugging away every time I press the button. My floors are cleaner but I don’t have an extra robot in my Wyze list of devices, oh well. Also being litigious within a week of getting a early backer product seems a bit silly, but good luck putting your money where your mouth is. In fact, the last two days none of my cameras work (software issue as per usual) but the robot still goes out and sucks up stuff. A top of the line roomba costs more than ALL the products I ever bought from Wyze combined.
Thank you for the complement @Omarrie1229 but I am a volunteer, not really my job.
Dispelling problems is a hobby. Flames, no so much.
4 Likes
True fritos, I have no quarrel with you. It is a vacuum your right. Old me would have entertained your comment. Karen move lol nice one. The solution is better customer service. We all have the right to opinion and I respect that. Glad you can respond, just need Wyze to respond. What I do is what I do. [Mod Edit]
Some posts were removed or edited that did not follow the Community Guidelines. Please flag posts that violate the guidelines so the moderators can respond appropriately.
Key points from the guidelines to keep in mind:
- Remember to criticize ideas, not people
- Please avoid name-calling
- Don’t divert a topic by changing it midstream
- Keep posts relevant to Wyze
Important sections:
Always Be Civil
Somtimes We Disagree
1 Like
My tracking number was sent to me last week, estimated delivery 2/1/22. However when I put the tracking number in USPS WEBSITE, it’s not valid, so I don’t think is actually shipped yet.
@Omarrie1229 Just trying to get you to look at the bigger picture. Sure you can do what you do, but that doesn’t mean it’s an appropriate reaction to the situation. You bought a pre-order sophisticated product for 1/3rd the cost of similar products. With low margins on this stuff, Wyze can’t afford to suddenly employ 2 x the support staff to accommodate what you feel is an acceptable support response time. You’re not the only one affected here, but do you see anyone else proudly posting their online litigation? What does that tell you…
It shipped (at least for me) fedex sure post. So fed ex will get it to your local usps sorting facility, then usps will handle it from there… Try putting that tracking number into the fedex tracking box.
Mine shipped on Fri, with a scheduled delivery date of today 2/1, but hasn’t moved yet according to fedex tracking, and delivery date says pending on their site, so who knows
While waiting for a follow-up to my request for a replacement, I have been running the vac in manual mode every morning.
This thing rocks! I can’t believe what it picks up every time it runs, and this is in (I assume) standard mode. And I really do think my place is “clean” - and no kids or pets.
I should have picked up one of these things years ago. Looking forward to the one that completely works.
I see one or two folks have gotten an update from Wyze on a replacement vacuum being shipped – are these just one off’s? I don’t want to keep reaching out to Support without a response. Each time I don’t get a response, I get a little more agitated about the entire process. I’ll be a beta product tester, but you have to communicate when you make a mistake. Not go silent.
I have an open support ticket that has had a few back and forth replies. Never more than 24 hours before replies. But no replies since the 28th, which is when we started the return process.