Is it only me?
Adding Sprinkler Plus to a second Sprinkler controller took me several interactions with Wyze support over 3 days.
The APP has a bug, and one path of the web site is a dead end, and the other was needlessly obtuse (sez I )
The fact that the chat agent escalated this to a higher tier of support who first sent me down a dead end supports my story.
I am spending time writing this hoping that Wyze can someday make this better for the next person via APP and site improvements.
THE APP
The APP (both Android and my wifeâs iPhone) nicely offered âUpgrade Nowâ but ignored all clicks on this link. That is a bug.
That button does NOT react. I cannot UPGRADE here, or anywhere inside the APP.
THE SUBSCRIPTION SITE
- First, the dead end: At the web site, I ended up here: https://services.wyze.com/catalogs/ and which offered a âSubscribeâ button under Sprinkler Plus. I clicked the button, it asked me to choose my billing cycle (I saw âbilled annuallyâ selected for me). Then selecting NEXT I am refused this subscription, saying that I already HAVE IT.
Here is where I missed a nuance of this instruction. It says:
âYou have already subscribed to this plan. If you are trying to redeem a coupon code for a service you already have, click on âRedeemâ above and manually enter the coupon code. To add licenses or modify your current plan, click âeditâ or âadd a subscriptionâ below.â
I took "to add licenses⌠click âeditâ or âadd a subscription belowâ at face value. I DID want to add a subscription, so I again clicked the big button âAdd a subscriptionâ. (The phrasing to to choose âeditâ or âadd a subscriptionâ seemed clear. I want to ADD. What does âeditingâ a subscription mean anyway? It actually DOES mean everything! more later).
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I use the Chat Bot at this point, which was absurdly useless in this case. Then I learned the trick to reach a human via chat, who read my story and then said he had to escalate to specialists who would email me.
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The first Wyze staffer to email me sent me to the same https://services.wyze.com/catalogs/ page, and so I followed the same path again and got the same error. On this page, I am only offered to âSubscribeâ not anything.
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I spent an hour responding with my whole story about what has happened and what I have tried so far.
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Today I received a really useful step by step instruction from a different staffer. He said:
"I see that you are having issues purchasing your 2nd Sprinkler Plus subscription. Let me help you from here.
Since you already have a Sprinkler Plus plan, Iâm afraid you canât purchase a separate one. Instead, I would suggest adding 1 more license to your existing plan instead so you can have 2 Sprinkler Plus licenses on your account.
- Go to prod.services.wyze.com.
- Log in to your account.
- Go to âMy Accountâ page by clicking on the person icon on the top-right part of the page.
- Click on âEditâ beside Sprinkler Plus.
- Change the number of subscriptions from 1 to 2."
This worked perfectly! Thank you Jonathan Q.!
Wyze:
Please change the last sentence of your error response:
âYou have already subscribed to this plan. If you are trying to redeem a coupon code for a service you already have, click on âRedeemâ above and manually enter the coupon code. To add licenses or modify your current plan, click âeditâ or âadd a subscriptionâ below.â
to have the last line simply say
" To add additional licenses to your current subscription, click âeditâ next to the plan."
- Why have an error message for the ALREADY subscribed case that tells me to click the âadd a subscriptionâ as a fix?
- Why not also change âeditâ to a more descriptive âADD or CANCELâ? for each subscription?
- How about changing the âAdd a subscriptionâ button to âAdd a unique type of subscription to your accountâ?
I wonder⌠Is it really important for Wyze to stick with a distinction between âsubscriptionâ and âlicenseâ with it being the first is a Subscription, but another is NOT a second subscription, it is a second LICENSE on the ONE subscription you already have? That is weird.