Support log - do you ever get a communication of help in your issue

[willitwork]

I keep putting in a log via the app. Not hearing back, 10 days anything find this to work. I called customer support at 206 339 9646 and they cannot help and have no idea of time frame. “We got your back” Of course.

PS don’t lose the support number it is hard to find. That in itself is a victory when you find it.

[K6CCC]

No. Support logs by themselves do dot result in any reply.

[WildBill]

@willitwork

I keep putting in a log via the app. Not hearing back,

The support logs don’t go to the support techs you speak to via phone or text. They are used by the engineers and only get linked to your ticket if you contact support and make sure the note the logs. You still won’t hear from anyone which is why I never call support.

[carverofchoice]

The other guys summarized this really well!

I just barely posted this quote directly from one of the engineers in another thread, so might as well share it here too…basically the engineers say they never look at the submitted logs unless you send it to them through a support ticket or community manager:

This is for both the App and the Firmware teams:

Can you tell us a little about the usefulness of submitting App logs to you? Does EVERY App log get looked at by someone in an organized way (looked at and passed on to the relevant teams), or do they only get looked at if there is a support ticket that refers them to someone or if the community managers pass them on to someone specifically? Can you tell us how the App log process works? I know we need to submit a support ticket with the log number if we want a response about something, but if we don’t care about a response, and just want to let you know about something happening, is it still helpful to submit a log for things even without a support ticket, or do those just get lost or overlooked and buried without getting looked at? I would love to understand how you use logs or how it works. Thanks.

We receive tens of thousands of logs a month. I believe the backend interface shows something in the order of millions of logs uploaded since Wyze shipped its first device.

Due to this… Logs that are uploaded and not attached to a specific ticket, support request, or Community Manager are lost to the black hole that is the log backend.

Additionally, depending on the issue you are experiencing, log uploads may not be incredibly useful. Offline issues, for example, rarely have useful logs because the device needs to be online in order to upload them! In that case, microSD card logs are incredibly useful, and we are forever in your debt if you are able to connect with a Community Manager to go through the process.

FYI. We (on the Engineering Team) do read this subreddit and the forums on occasion, and will often pursue fixes related to the discussions our community is having. We may not reply to your posts directly, but I would highly recommend always including a log ID in your post anyway along with a general time that you encountered the issue at in case we scoop it up.

And the engineers almost never respond. If they do, they will tell support what to tell you or have the community manager ask you for more details. but 99% of the time, they don’t respond in any way. They will just use them for future updates.

A log is definitely not the same thing as a support ticket. If you need someone to see your log, you need to contact support and have them send it to the engineers, but even then they are unlikely to reply.