Long time customer says goodbye to Wyze
I have been a Wyze customer since its inception. Was delighted to find a reasonably priced product(s) that worked better than expected. I’ve purchased nearly every Wyze product made from Cameras, Security, Vacuum Cleaners to Sprinkler controllers. I would estimate that about 30% of the products I’ve purchased have degraded/failed, generally after the warranty has expired and always less than three years old.
As I experienced long ago with FOSCAM products, I see the level of customer service & support gradually eroding away. Initially, phone customer service was staffed by agents who knew the products, inside & out. Now, it’s the same attempt-at-resolution routine, some of which are:
· Power-cycle the product
· Verify firmware versions for both product & app.
· Reset & reinstall product
· And so on.
Your new AI ‘screener’ now does a good job of that.
The last step often is a request to send to the “Technical Escalation” department where the engineers obstetrically review the data for a resolution.
If you get to that point, it means there’s no resolution, no one will ever get back to you, the product is toast. I’ve had this happen more than a half dozen times. Just throw it away & get another one. My last replacement strategy was to look for used or refurbished products.
Other quirky issues:
Being informed after purchase that Sprinkler Plus Weather Service was additional, even tho advertised as included. Unable/unwilling to inform source of third-party software for Sprinkler Plus to find out why the app/program says it’s going to rain when National Weather Service says it isn’t. I didn’t resubscribe…..
Notifications are sometimes received up to 15 minutes after the event occurred.
Doorbell V2 – My voice to person at door is delayed up to 45 seconds and is very slowed down. Gave up, replaced it.
My product purchase sources have been Wyze, Amazon, Home Depot & EBay.
I bought three OG cameras at Home Depot, one was bad out of the box…….
Look at my purchase history, just on my Wyze account, nearly $1000 of products purchased……I’ve been a very loyal customer
This latest snafu is particularly troublesome. I had installed 8 water sensors. When tested with water, they all worked as they should. As with other Wyze products, I assumed the devices or app would notify me if their batteries were getting low or the device went offline or otherwise was not communicating. Imagine my surprise when I was looking at the app & discovered that 3 (38%) of them were offline. That means I could have had a huge water leak with no notification.
THEN, to find that I was unable to reconnect them to the system was shocking. I called in and after troubleshooting, was told the 3 sensors must be defective. They are all just two years old.
So, after confirming they are all out of warranty & complaining, I’m offered a $10 gift card!! Indicating that didn’t seem to be enough, it got bumped to $20.
To have 3 out of 8 sensors fail within a short time just two years old indicates either poor product design/engineering, construction or even a software issue that seems to happen with now a few of your products I’ve purchased.
I’m sorry, but you’ve now lost a long time, loyal customer. I will begin a transition to a competitor’s line of products. I understand I can store all of my camera’s videos locally on their top-of-the-line hub for the annual price of your CamPlus subscription.
Perhaps, their products will last more than two years……….Goodbye…..
please share this email with your “upper management” of the Wyze Wizard Team so they’re aware…..
