I think that’s a valid observation, and it reminds me of another recent topic with polls. I don’t know if the problem lies with training, policy, culture, or something else, but I’ve frequently been frustrated with my Wyze Support interactions, so I definitely understand why this is an issue for you.
That’s been part of my own frustration, too: I feel like there isn’t a single point of contact who is empowered to take ownership of a customer’s issue and see it through to some point of resolution. Having multiple Wyze Wizards handle a single ticket also feels like an inherently inefficient process, especially for a knowlegeable consumer who’s capable of explaining an issue in detail, because…
- It’s necessary for each new person to the case to read the history in order to become familiar with the problem.
- It often becomes clear very quickly that the new person handling the ticket either hasn’t read the previous questions/concerns or hasn’t responded to them in a meaningful way (or at all) that moves toward resolution of the issue.
So then you feel like you’re repeating yourself with each ticket response just to get someone up to speed. It’s exhausting.
I’ve said so before:
I will say that I’ve had some positive interactions with Wyze Support recently, and they replaced my Video Doorbell v2 under warranty with no hassle at all, but I did interact with 4 different Wyze Wizards on the way toward that (during the back-and-forth troubleshooting phase, and that doesn’t count the initial response from the “Wyze-E” Wyze Wizard, which I assume is AI-based). Sometimes the people you get just don’t seem to understand the situation, though, and that seems to be the luck of the draw (and I also suspect a training issue), so there’s definitely room to improve the consistency of the support service.
I don’t have any resolution for you, but I empathize with your experience.