This blur has appeared. I notified support, and they told me because I live outside of the USA (in London, United Kingdom), they cannot replace the faulty product. I want my full refund ASAP please
Dec 31, 2022, 1:09 PM PST
This is Hector one of the representatives of the Wyze Wizards Team and I will be taking over this ticket. I have read and understood your previous interactions with my colleague and will be more than happy to help you out.
Thanks for getting in touch! Wyze products are only available in the 48 contiguous United States, Alaska, Hawaii, Puerto Rico, and Canada. We hope to expand further outside the U.S. in the future, but we don’t have a timeline for when that will be available just yet. You can sign up for our newsletter at www.wyze.com or follow us on social media (Facebook, Twitter, etc) to get product updates like these.
While the devices will still give you access to the live stream, event notifications, and other core features*, the warranty currently does not cover the devices outside of the U.S. or Canada. If you use a Wyze product outside of the U.S. or Canada you are free to contact our U.S. based support but we can only send product replacements under warranty to U.S. addresses.
We do not have any current authorized international sellers for Wyze products. Any additional Wyze product sellers outside of the U.S. are not authorized, including Amazon.uk and Amazon.au.
Please note: Our website currently cannot accept international billing or shipping addresses.
*access to third-party integrations may be limited or not available outside the United States.
If you have a US address then we can send you a replacement.
Hector | Wyze Wizard
Get a warranty replacement, contact customer support
Refunds are only possible by returning the product within the first 30 days, so I am pretty sure that’s off the table in this case.
After that, a warranty replacement is possible.
Since you are in the UK, and Wyze is not legally allowed to operate in the UK, they cannot send a replacement there. They can probably get in a lot of trouble for doing business there without the proper licenses, etc…thus it seems to me that the UK government legally limits what their legal response in this situation can be until they are officially approved to do business there.
Still, it looks like the Rep offered to send one to a US address, so you could use a “reshipper” service and have Wyze send the replacement to them, who will then forward the package on to you once they receive it. It sucks to have to pay for the international shipping from US to UK, but I think that’s the only possible legal option here. I am impressed Wyze is allowing it since you already admitted you are in the UK, and they said the warranty is invalid if you use it outside the US and Canada, so technically the rep should’ve told you there is nothing he can do since the warranty is void, but he offered to send a replacement to a US address anyway even with a void warranty. That’s kind of impressive IMO.
I guess the second option is to take it back to whereever it was purchased from and see if they will replace it. It couldn’t have been purchased from Wyze’s website since they don’t do business there, but whoever sold it locally or shipped it there might have a replacement policy.
Sucks to get a water issue on the lens though. Dang. I hope a good solution can be found for this. I guess keep in mind that until Wyze has a UK business license that the warranties won’t be valid until then. Good to know and see that support response. Thanks for sharing.
The OP did contact customer service and was told no replacement since poster is in UK.