I ordered four solar panels for the security cams. For one of them, a small but important piece was missing. It’s the little metal sleeve that is part of the mount assembly. The support AI seems to have no idea what I’m asking for when I try to get a replacement sent. Does anyone know the name of these sleeve so I can have them send a replacement?
Welcome to the Forum, @wdougsparks! 
I don’t have that specific product and am not sure which specific piece you mean, but your topic reminds me of a situation another user had earlier this year:
That turned out to be a case of a missing piece, too, so Wyze Support shipped a replacement panel with all the pieces present. They’ll probably do the same for you if you open an e-mail ticket or call them.
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Thank you! I just sent them an email to open a ticket.
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You’re welcome! E-mail is how I prefer to handle tickets with them, too. My guess is that they’ll tell you to keep what you have and send a full replacement, and then you’ll have this incomplete original for spare parts if you need those in the future.
My email was bounced back because they no longer monitor the customer support email. Spent some time trying to navigate the very frustrating AI chat. Ended up calling to talk to a live agent. I’ve been on hold for almost 20 minutes. Not a pleasant experience.
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Yeah, they need to stop publicly posting that e-mail address, because it just bounces, and that’s frustrating. If you tell the chatbot create ticket (you may have to do this more than once), then it should eventually present you with a minimal form where you can enter your name, e-mail address, and a one-line problem description. After the “Wyze-E” bot sends you an e-mail message, you can reply to that e-mail message to give a more detailed description of your issue. That’s the path I tend to take.
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Wyze needs to make it way easier to contact them! It’s as if they are doing this on purpose to discourage customers causing them to eventually just give up. Not a good way to do business!
After everything I went through trying to get help, they sent me an email asking me to provide ten pieces of information, nearly all of which I had already provided. It was as though I was starting again from the beginning. I still haven’t responded.
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That—having to repeat yourself because it seems like the agent hasn’t read the ticket history—is frustrating, too, and I think the information request is part of their boilerplate when they’re processing a possible replacement. In my previous experience for something like that, supplying them with the requested information (which was easy because my purchases have been directly from Wyze or Amazon) has resulted in immediate replacement.