You are still misunderstanding the issue.
The hub does not “belong” to Wyze. I purchased it.
Just like I purchased the subscription.
They are two separate item charges on the invoice. The customer wants to return 1 of 2 line items within the return window, so let them cancel and refund the item. Done.
Agree that it is buried. I found it way down in the FAQs for the Home Monitoring System. It says on the main site try worry free for 30 days, but it doesn’t say anything about keeping the starter kit. By subscribing for 1 year of service you received a 50% discount on the kit. If you had only purchased a monthly subscription, you would have paid full price for the hub and other stuff, but it would have been yours to keep.
Again thanks for the feedback WildbIll. I went ahead and filed a complaint with the FTC since this information was not provided when I reached out to Wyze agent chat prior to purchase, or on the main shopping pages, or even on the invoice after purchase. I also added to my complaint that the subscription is required to purchase in order to buy basically any new hardware because the official site will not sell the V1 sensors that do not require a special hub/subscription combo.
I know its blowing smoke into the wind since the FTC doesn’t investigate individual complaints, but dangit, its just a sketch to not have full disclosure.
I agree that this is murky. Looking at the site now, no matter what option you choose, you still have to buy the starter kit. Either for $80 if you do the monthly, or for a discount at $40 if you pay yearly. Either way, seems like you paid for the kit.
Reading that screenshot, it looks like you only have to return the kit if you’re returning within the 30 days worry-free period. So that’s a return, not a cancel, in my book.
If you get past the 30 days and cancel your monthly or yearly sub, you keep the kit.
That’s how I read that.
@2fddddc25209ede43760 Just so I understand… what subscription were you on, and how long did you have it when you went to cancel? Were you in the 30 day return window?
If you received the credit back to your credit card that’s great,you still don’t own the kit you need to return it my neighbor next door did the same thing and after 30 days Wyze charged his credit card for the full amount since she did not return it and when she tryed to use it it would not worked the mac addresd was hot carded as in lost,stolen…she found out the hard way so she then sent the whole kit back and richer credit
What are you even talking about?
I haven’t received any type of refund. That’s the issue.
Go preach to someone else.
Thanks for the reply. Now (actively emailing with customer service at the moment) the Wyze reps are trying to say that the home monitoring subscription is a “service” and “services” are non-refundable. EServices
However, on the link the “customer service manager” emailed me (above) its for CAM-PLUS services, not Home Monitoring. (HM isn’t even mentioned on this webpage!)
Yet… they have said from the get-go that they would refund my subscription cost if I returned the Hub… so really… the subscription/“services” ARE REFUNDABLE.
The whole thing is quite maddening.
Then give them a call and give them the order number,from what I have read Wyze will credit you back after they receive the equipment back
It appears that this issue is more about the wise camera the sensors. V2 sensors do not work with the old system you have to have the home monitoring hub for them to connect to
I think that the refund was actually secondary
I hope I’m referring to the same problem
It was always understood that you completed whatever term you signed up for before you canceled. Your clue was the cost of the hardware lowered with the increase of the contract term.
No refunds were ever mentioned or even implied.
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Either you haven’t said what plan you’re on and how long you’ve had it, or I missed it.
I’ll assume you’re on the yearly subscription, or you probably wouldn’t be asking for a refund. From their point of view, since they sold the kit at a deep discount with the yearly sub, getting a refund for the sub would be an easy way to get the kit for 1/2 price. I can see why they’d want to avoid that.
I looked at my HMS pre-order. I paid $60 for the HSM service for a year, and $50 for the kit. This was then discounted by $50 (because I chose the yearly), making the kit no extra charge. If I then asked for a refund of the $60, it doesn’t seem right for me to try and keep the kit for $0.
I would guess that if you were on the monthly subscription and you had paid full price for the kit, cancelling the sub would just mean you no longer pay the $5/mo, and they wouldn’t ask for the kit back.
You’ve hit the nail on the head with your response. The website for HMS says try it risk free for 30 days with an annual subscription. If you decide you don’t like it, cancel the service within the 30 days, return the starter kit and receive a full refund. If you purchased a monthly subscription and decide to cancel, you don’t need to send the starter kit back because you purchased it already and paid full price.
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I bought the Hub Sense Starter kit off of Ebay, and no messing around with start/stop HMS subscription. . Returned the kit I had bought from wyze and recieved a full refund for both the kit and subscription (return completed within 30 days of purchase, just fyi).
I’ll still stand by my frustration that the return policy wasn’t clearly laid out on the webpage for the Hub Sense Kit, nor included on the invoice after purchase. I’m also very frustrated that the new motion and door sensors require the new hub to operate, but one cannot simply buy ala carte of of Wyze’s website. You’re free to disagree with me, but I really won’t bother worrying about it.
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I here that…its a big pain in the ass for sure
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if interested
vote for low battery email / IFTTT alert thanks
Absolutely, I couldn’t agree more
So here we are in 2023, and the previous functionality of the WYZE system that involved flawed contact sensors with the low-battery-brick-bug has still not been restored. No new sensors. Not without a home monitoring subscription based service. This is clearly a service reduction and a business model that cares NOTHING for the customers.
Goodbye WYZE. I was with you since Day 1, but will be returning 30 V3 cameras, and 4 sprinkler controllers today and will be eliminating all of the prior-bought V2 cameras from my rental properties. You are now dead to me.
Sorry to say that they have abandoned the early users, lured by low prices, that wanted self monitoring surveillance cams with smart devices for a home system.
Wow good luck on getting RMA for all those items,we currently have other vendors cams that we have at all our sites as backup they are cloudedge and kasa camera,we took there KC400, KC401 and put a silicone Weather-Proof Cover over them and added them to outdoor there 2K with starlight and we have 128gb card in each,the zoom is great,the picture quality and zoom is much better than wyze v3,v3 pro og series we purchase most on line alot used at $18-00 $29.00 each the only thing we dont like is there is no sharing, but for price,quality its amazing for the price
Rather than return your Wyze purchases to them why don’t you list them on eBay or some of the other online auctions and resellers so at least you get something back for the investment you made