I’ve only had good results from Wyze support, both ticket-wise and calling in, but I predicted that this would slip.
Just look at how diverse the Wyze portfolio is now? The company started with a camera and now it’s door locks, sensors, bulbs, thermostats and sprinklers (they are going to regret these, believe me! - it’s one thing for a customer to put up a camera and another one for them to wire their own Tstat and sprinkler, and if you wire a sprinkler wrong, that’s a fire hazard, it’s easy for many but some people are going to do it wrong), smartwatch, dbc, robovac etc. etc.
It’s too much, too fast, imho and I’m sure they haven’t expanded their support staff by that much.
For something as important as a product that caught fire, I would find the time to call, but good luck to you moving forward.