I have ordered over 60 bolt locks including (10) 2 weeks ago that were from Wyze site as refurbished bolt locks, and straight from the website - fully tested and guaranteed to work. We use these on condo front doors and are working on a complex with multiple phases that will ultimately have 155 of these installed.
1 of the first 3 bolt locks we installed when we paired it said it was already paired to another account, call support. Boy that was a treat. Support said we could return it and after the refund was issued we could order another one and about 14 days to arrive - really? I asked about a shipping label and they said we had to pay for the return shipping.
But then comes the icing on the cake, I got an email forwarded to me that says this:
I reached out to our Orders Specialist for further review and confirmed that the item you received was a refurbished Wyze Lock Bolt. We truly apologize for the inconvenience; however, refurbished items are not eligible for return.
Exat language from your website:
This is a Wyze refurbished product. What does that mean? It’s a like new Wyze product, fully tested and guaranteed to work — now at an even better price. Final sale, but a wyze decision.
I understand these cannot be returned/get your money back. But one should expect that when you order refurbished items direct from Wyze the items should actually work when they are delivered and not used/not previously paired to another account and are useable.
Please be aware that this is primarily a user-to-user support community and that participation from Wyze employees is not guaranteed, particularly outside of topics like Wyze News and Beta. Having said that, those of us who are volunteers can request that someone from Wyze look into your concerns, but in order to do that we’d need your Wyze Ticket number. If you can provide that here, then we can see about getting that escalated.
The other thing I would consider is asking Support to delete this problematic Lock Bolt from its previous account:
I would speculate that this is connected to another account via MAC address and that if you could supply appropriate proof to Wyze Support that you actually have that device now (perhaps a photo of the device’s label/sticker showing that data), then I’d expect them to be able to release that to you so you can set it up with your own account. That’s just a guess, though, as I’ve never been confronted with this situation—and I’d certainly be frustrated by what you describe.
And I did exactly as you mentioned - gave them the serial number for the defective bolt lock and they know it is one of the 10 I ordered and had shipped 1 week earlier but alas they said nothing they could do.
The shame also is that when this happens it says contact support - might as well as throw it away
Thanks for sharing the ticket number. I’m going to see what I can do to escalate that, but I have no idea how quickly someone might address it during this holiday time. I’ll plan to update this topic if/when I learn more, and I’d ask that you do the same here if you see movement with this issue.
