Support from Hell

I have been a Wyze customer many years supporting them through their exceptional growth, except I’m done. Their customer service/support hit a new LOW today. I was on the phone with a person who asked at least 6 times the same questions, had no answers and could not troubleshoot my issue. It was starting to feel like a bad dream and I started to get angry. The level of incompetence was astounding and I am completely done with this company who provides no “support” and after 34 minutes could only repeat themself OVER AND OVER AGAIN. When I asked for someone else this person said I could not speak with anyone else. I then asked for a supervisor and this person said it would have to be via email. Email is not going solve my issue and the idea of handing off an issue that’s already to a point of escalation is not effective via email. I own 6 Wyze cameras, 5 Wyze Air Purifiers, 5 Wyze Bulbs/Color, 3 sets of Wyze LED light strips, a Wyze lamp, Wyze scale, Wyze headphones, Wyze Garage controller/camera, Wyze door lock, and I’m done. I’ve wasted all this money and time for a company that has built a reputation for scaling at an incredible level while falling off the cliff in how it offers assistance and support. Super Sad. I’m going to purchase similar products from a different company that actually can support their customers. This has been a horrendous experience!

Hey Richard, sorry to hear that. If you’re already down the road and you just came to vent, disregard. Otherwise, here’s something that worked well for me.

Cheers
-peep

@sacredworld Sorry to hear that. Did you get a ticket number from your interaction with Support? If so, please provide it and we can ask that the interaction be reviewed for potential counseling of the agent and escalation of the case.

In the meantime, while the forum is not Wyze’s official support channel, have you tried posting the issue here to see if any of out fellow users can be of any help?

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I appreciate the comments and reply. I did not receive a ticket number. Wyze wrote me back separately asking the same thing.

The rep was apparently overwhelmed and it was an awful experience as I recounted.

Having someone answer calls without support is sabotaging this person’s job. I don’t blame the rep but the Wyze support system and apparent lack of training.

This is what set me off, final straw so to speak. Wyze is lacking in wisdom, clouded by whatever else they are fixed on.

Here’s an interesting reply I received from Wyze, a person called Ann this morning regarding this topic. Ann tries to be understand and sympathetic but mentions that my concern was with my doorbell not recording. I’m flabbergasted at the lack of understanding and attention because I never discussed my doorbell not recording yesterday with the person on the phone and the reason why I posted my lengthy disgust message in the first place. There’s a complete disconnect with this company and it gets worse with each instance of communication.

Here’s Ann’s message to me…

Hi Richard,

I hope this email finds you well. My name is Ann, and I serve as one of the supervisors here at Wyze. Firstly, I want to extend my sincere apologies for any frustration or inconvenience you’ve experienced in your recent interactions with our customer support team. We always strive to provide the highest level of support, and it’s disheartening to hear that we may have fallen short of your expectations.

I understand that you’ve reached out regarding an issue with your Wyze Video Doorbell v2 not recording. Please know that I am here to assist you personally and address this matter promptly. In order for me to better assist you, could you please provide me with the MAC address of your device and a proof of purchase? With this information, I will be able to delve into the issue and explore available solutions to resolve it for you.

Additionally, I’ve noted your intention to return all your Wyze devices, and I want to express our genuine regret to hear this. We value each and every one of our customers, and it’s our earnest hope to regain your trust and satisfaction with our products and services.

Please feel free to reach out to me directly with the requested information, and I’ll ensure that your concerns are addressed promptly. Your satisfaction is of utmost importance to us, and we are committed to working tirelessly to make things right for you.

Thank you for your understanding and patience. I look forward to assisting you and restoring your confidence in Wyze.

Best regards,
Ann | Wyze Wizard

Hey there @sacredworld, can you give me a sense of what you contacted support about and see if I can help?

Matt Van Swol
Head of Subscription Growth

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Matt, I think I’ve posted all that can be said. I’m not sure what else you need and I don’t know who you are. Are you with Wyze?

Matt works for WYZE. I think he would like to know the reason you contacted support.
Camera problems?/ Other WYZE devices not working/ Cam Plus issues?

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That’s correct. I’ve heard from the CX team what the issue is here, but I’d like to hear from you just in case anything was missed in translation.

Matt Van Swol
Head of Subscription Growth

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Ok… my turn to rant. Impatient Customers from Hell…

You ranted. You had your say. You said you are taking your ball and going home.

1 Forum Admin and 1 Actual Wyze Employee respond to you and you come off a bit rude. I understand you are frustrated but your reaction is WAAAYY over-board from a frustrating support call. Returning ALL your stuff because the support call was bad??? Really??? Over-react much?

Is this how you react to any situation that doesn’t go exactly as you want it to go? Good-gravy… give a little grace to people.

P.S. I just had a support call for a client of mine with Microsoft where their Office 365 Hosted Email would NOT send outbound. It took Microsoft 7 days to get it fixed… the first 3-4 days was just nagging them to respond. Probably spent about 4-5 hours on the phone (at least) to work through this. It was terrible and disappointing… but, to say I suddenly QUIT ALL Microsoft products because of it??? That’s simply an immature and un-grounded response to the situation.

I was just going to say the same thing, you were faster.

Well said.

Getting to the point in detail isn’t being rude. I was telling my wife that after my lengthy email to Wyze in which I detailed the issues and disappointment, I received a lengthy email from another Wyze rep/supervisor (Ann) telling me how concerned she was and disappointed about my experience and how this shouldn’t be any customer’s experience and asked about the issue of my doorbell not recording. I NEVER CALLED OR WROTE OR SAID ANYTHING ABOUT MY DOORBELL NOT WORKING/RECORDING!!! Of course I wrote telling Ann that she apparently didn’t read or simply understand my message, and asked why she would write at length asking about something I NEVER DISCUSSED OR MENTIONED IN THE FIRST PLACE.

This is the disconnect with this company and their support mechanism. The level of incompetence - not being able to read a message and worse, writing me back about something I NEVER MENTIONED OR DISCUSSED WITH ANYONE is disconcerting. My Doorbell works just fine!!!

Of course I heard back from another rep/supervisor who apologized profusely about Ann’s inability in understanding my message at all.

And so it goes.

Don’t feel too bad. My cam v3 would not notify me of anything, and there were no videos on the SD card, I tried the reboot, restoring it to an older firmware, and a new card 3 times, even deleted the app, reloaded the app, then it would not update. I sent a complaint, and they said to send them my camera, and they would check it out. I won’t do that, and pay more money for nothing, I will not buy another. I had a break in and lost a lot of stuff, the camera did nothing, it is just a dust collector now. I have heard of some other camera’s having some issues, so I am not sure what to get,

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That appears to be two separate issues as SD card recording and cloud recording are seperate and independent of eachother. Notifications are triggered from cloud recordings. We you getting any cloud recordings from the camera?

I do not have the pro. There is no cloud account. I used to get notifications about a year ago, once it updated, there was nothing. I did follow what I was told to do, and it did not help.

That’s a bummer. I checked out the Eufy cams in a kit from Amazon. 3 cams and a base, with pretty much unlimited storage. Seems pretty good.

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I’ll look into that. Was thinking about the 4 cam DVR set, only $100

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Where did you see it for that price?

A friend of mine has it, he now has the cable company surveillance system, so he asked if I wanted it for $100.