I am a frequent Wyze early adopter/pre-order person. (Cams , bulbs, thermostat, watch, sprinkler, lock, vacuum, sense, scale)
Until today I would only speak highly of my experience with Wyze products.
However, my experience with the support team could not be more ridiculous. In fact I’m still not sure if i was being trolled by the chat support person.
I setup the Sense Hub, 1 keypad, 5 entry sensors and a cam to test the system.
When I try to setup a second keypad the process times out. I follow all the steps and also all the troubleshooting steps from the support site.
I open a chat with support and my opening statement with support is: “I am trying to setup a second keypad but it is timing out. The hub is online, I have it working with 1 keypad and sensors already. The second keypad has batteries, power and the light flashed when I press the reset button. The keypad is next to the hub. I’ve tried 6 times and it always times, out.”
Response from support: “please wait while I prepare”
I wait for a few minutes.
Response from support: Is your hub online? (I reply yes)
A few minutes later: “thank you, please press the reset button until the home button flashes and try to connect the device” (I dutifully try again, it times out, I inform the support person)
A few minutes later: “Does the light come on when you press the reset button” (I say yes)
A few minutes later:: “Please check if the batteries are properly installed” (I confirm that they are)
A few minutes later: “Is the keypad near the hub?” (I confirm it is)
A few minutes later… on-and-on … Basically they read the troubleshooting checklist to me. Which I had hoped to preempt with my opening statement, I actually ask them if they are trolling me because every single item they ask me to check I confirmed in my first statement.
About 45 minutes into the support call they inform me that there can only be 1 keypad per hub. (the call lasted over 1 hour 15 minutes.)
I was incredulous. The Wyze website states:
That the Wyze sense keypad " Requires Wyze Home Monitoring Core Starter Kit. This device will NOT function as an individual or standalone product." <<-- This implies that it must be used as a second keypad because the starter kit includes a keypad - logically, if it requires a starter kit, then it must work with the starter kit (as sold).
in the FAQ: " How many accessories can you connect to a single Wyze Sense Hub." → answer: “Up to 100 sensors and keypads” <<-- notice the plural on keypads
So after 45-60 minutes of mostly waiting for the next question from support - questions that I had already answered, I am told that the problem is that the Hub cannot support more than a single keypad. The app was perfectly fine attempting to add a second keypad with no exception, the website implies that it should work. I can’t believe that it took well over an hour to get to this result.
To add to the bad experience: I decided to call support while I was waiting on the chat responses. (maybe that would be faster since it often took up to 2 minutes between chat responses. If we do the math barely 30 chat responses per hour… Not very good if the questions are already answered in the opening statement.)
(after 20 mins on hold) The person on the phone, after I explain in the same detail what my issue is and what I’ve already. The phone support starts the exact same troubleshooting process/questions as if I had not spoken a word about the troubleshooting steps I had already taken. I was mystified!
I explain to them that I have already gone through the troubleshooting step and need a higher tier support. The line goes dead… Suspicious, but I can’t say for certain they hung up on me. I did not call back.
In both cases, there was no acknowledgment that I had tried to troubleshoot already. And in both cases the fact that I was trying to install a second keypad did not raise any red flags.
This process wasted my time and Wyze’s finite support resources.
Question 1: Has anyone else had this type of support experience?
Question 2: I’m not sure I can trust the word of such badly trained support staff - is the website correct or the support person correct - can a second keypad be used?
I sincerely hope that this experience was an exception but that may be overly optimistic.
I hope that someone at Wyze can get into this and improve the support process before it tarnishes the brand.