Support, logs, and venting about a vaporware process

The block quote in my original post is the message I sent back to Wyze Support via e-mail. I just wanted to make that clear, because I should’ve explicitly stated that earlier.

I agree with that in principle, but my sense in dealing with Tier 1 Support personnel is that they generally don’t give thoughtful responses anyway, so I wouldn’t expect them to read engineers’ notes and relay a summary back to a user in a meaningful way. When they don’t even bother to answer directed follow-up questions posed by a user in a ticket reply, that gives the impression that they don’t really read and internally process the tickets in detail or that they don’t have the freedom to exercise critical thought in their responses (or both). I don’t have any insight into Support’s training or processes, but the responses I’ve seen to my own tickets really don’t inspire much in the way of customer confidence.

As someone who’s provided support professionally in the past, that’s really frustrating to see.

Yeah, and unfortunately I think that criticism is largely justified. :frowning_face:

I agree. I don’t know if the fix involves process alteration/improvement, updating Support ticket response scripts, personnel training, or all of the above, but some kind of change should happen, because what’s in place now doesn’t seem to be working for a lot of customers.

As always, thank you for your thoughtful response.

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