Terrible Customer Service!

I’ll try on Monday I guess. Thanks for the help I’ve already wasted so much time in the past 10 days. I’m so fed up. The amount of money I’ve spent on wyze products 12 v2, 3 pan, 3 v3, 2 outdoor 10 plugs 7 bulbs, home monitor, lamp not to mention sense products as well. And this is how were treated. Put what I can’t return up for sale and blast wyze on everything I see there name on if there is no resolution by tomorrow when I call. How am I supposed to feel secure with home monitoring 8f I can’t even get support for this

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I don’t blame you on that one there, after the way they treated me I ended up returning stuff that was still in route to me as well as everything I was able to including my WIZE WATCH which was anything but spectacular. My WYZE thermostat which had problems and open RMA right out of the gate, four outlets and 8 bulbs. $350.00 bucks back in my pocket. On top of it all in the midst of the last chance they had to make things right I noticed I was able to pick up a wise doorbell at my local Home Depot for the same price as it was on there website (for campus subscribers) but was out of stock for the past 3 months and still unavailable. Now I asked you how can I get something at Home Depot which I’ve been unable to get from WYZE for 6 months now. Absolutely ridiculous, kicker was that doorbell included a Year’s worth of Cam plus as well at that price which I also canceled all my subscriptions to.

Lost this customer for life, wouldn’t be surprised if they lost many many many more.

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Best way to get GOOD customer service is not to but directly from Wyze.
By from Amazon and be able to return for a refund far easier than returning to Wyze.

On Amazon the V3 is the Same price as here at Wyze, and we all know whom accepts returns very easily :wink:

All my camera’s were purchased directly from Wyze, so again they have all my information. Just received an email from my customer support person and she said that since my cameras are out of warranty they can’t replace them. I told them from the start that my cameras were out of warranty!!! What a complete waste of time she put me through. And the grammar in her emails is terrible, it’s like I’m dealing with a rep from China that doesn’t know English very well. I’m absolutely done with Wyze products!

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Well finally I was able to talk to someone today they can’t get me back into my account or reactivate the base and 2 outdoor cams. Luckily this falls under the warranty so I get new devices shipped out to me. Guy I spoke with was real easy to work with. Thanks Resist for the phone number called 9 am eastern on hold maybe 3 minutes

oh I’m sure they’ll promise to send you out a new one and you gave them all the information they needed for the warranty information I mean I gave them everything screenshots order numbers tracking numbers app screenshots everything… it made me feel like it would be a very simple we’ll send you out a new one and generate a return label for you a week later NADA no updates nothing. I really can’t blame the Philippines call center, they’re eager to help… but at the end of the day (or 9days) :

I recently had an issue with an old V2 camera that was giving me grief after sitting outside for over 2 years with winter temps down to -35 Deg C. In spite of this admission the person on the chat box bent over backwards to assist me to get it up and running again. I /we tried everything and nothing worked. After 2 years of having an indoor camera installed outside I was quite prepared to toss it and not worry. BUT. Being an old geek and knowing that with computer stuff it is critical to “FOLLOW ALL THE STEPS IN LOGICAL ORDER” even if it does not make total sense at the time. After we signed off I printed the exchange and started over. I found that somewhere in the middle of all the instructions she gave me I did not properly complete a step of “extracting” a file . When I did it “EXACTLY” as instructed I ended up with a living breathing camera once again. These things are an amazing pile of technology packed into a 20 dlr package. They have approximately a zillion out there now and I kinda think they know what they are doing. I personally have installed over 40 for myself and friends and the only one that came close to failing was the one in this note. BTW the reason it failed in the first place was that I tried to run about 30 feet of USB power to it and then update the software. Not a good idea. I then measured the power at the end of the 30 feet (daisy chained from another camera) and I only had 4.1 V. Hard to b blame the device. Try starting over patiently and carefully and you might be surprised like I was. Have some fun :slight_smile:

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My pancam does the same thing…when it is first turned on I get a pink flash. I guess I really never thought much about it… it just happens the one time when I activate the camera and then it’s fine until I turn it off and then back on again. I didn’t report it as it isn’t that bothersome, I am mentioning it here so you know others have the same issue. I only have it with my pancam, my other cams are fine…V2 and V3’s

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So horrible

There is truth on both sides othe story…my guess would be that WYZE has outkicked their coverage…their sales have exceeded their ability to support their sales…

no… they have bigger issues…

https://jobs.lever.co/wyze

i don’t see any for Customer Support, how ever, looking at how many senior positions are trying to hire for and what they’re hiring for indicate practically nobody’s working there anymore.

it’s a house of cards, i hope they make it. I emailed the CEO asking to make camplus open source so the community as a whole could fix the issues, I said this could be done and he would only need to hire a code auditor, it would be nice to have access to the firmware code but understandably you should keep that close source so that the company still remains in control of its product.

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I doubt support staff are actually Wyze employees. They would be call center employees.

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I’m sorry but I have no sympathy for any company that goes under due to poor customer support. This company had no intention of changing the world and being there for us, it was all about greed. Their plan from the start was to build as much capital as possible so they could sell the company. Looks like now it might backfire in their faces, and I say good!

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I have a V2 camera that exhibits the same behavior. It lives in the basement and when I use to cycle it on and off at sunrise/sunset I’d get the same behavior; a motion event because the IR lights kicked on momentarily. Like you, the device did not previously do that. Nowadays, I just keep it on all the time.

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Thank you! This is exactly the same experience that l have had dealing with these folks. I was a huge fan of this company until I started having issues… Their number one way to “solve” problems is to simply replace it, and the replacement doesn’t solve anything because the problems are all software related. They perform “updates” that do nothing but break the equipment, and then the act like you’re crazy… I’m sorry to say, but they lost a customer here. I’ve already gotten rid of the junk.

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I totally agree. I love the products and have most of them but the service absolutely stinks! I was told I’d get a refund for the thermostat months ago and still haven’t gotten it. I simply gave up. Not even going to try any longer, it’s not worth my time and effort. Luckily the products I have work because if they didn’t I would have given up on them ages ago. They need to fix the CS issues fast if they want to continue.

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The thing is that we shouldn’t have to keep our cameras on all the time, just so they don’t immediately record a pink flash when turning them on. Wyze won’t even acknowledge there is an issue. Every time I contact customer support all they keep doing is make me go through the troubleshooting procedures and then end up wanting to replace the cameras. This is a software issue, not a hardware issue! Is anyone at Wyze even paying attention?

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Just turn the cameras off. That’s what I did. I also bought an unnamed camera and it costs more but works flawlessly. I don’t have the time and effort required to make my pancams work. I think Wyze is a good company, they just have too many product issues to work through them all.

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Basically the same thing for me. I had a V2 burn out EXACTLY 13 months after activation. They had me track down all the BS info for the camera including a screenshot of the cam info from the app…then came back to me and said that it was out of warranty. Not a HUGE deal…it’s a $20 camera, but I politely asked for a one time exception as i have many other V2’s which I was replacing with V3s and also CamPlus…Their answer was no. SOOO, i told them i am replacing all my cameras with a company that actually CARES about their customers instead of releasing stupid BS every other month that only caters to a niche audience. Their CS is a JOKE, and now their products are as well, and I will tell everyone i know and on every forum i visit to stay away from this brand…even if received as a gift.

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The issue with the pink flash started happening on my V2’s after the firmware update that also brought the insane amount of sound alerts. I rolled back to the previous version of the firmware (4.9.6.199) and both problems went away. The version ending in 264 is garbage!

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