Back in 2021, my husband & I decided to purchase Wyze outdoor cameras & doorbell at the recommendation of a couple of friends. We purchased one wired outdoor cam & two wireless outdoor cameras as well as a wired doorbell. After a few months of using the cameras we started experiencing issues with the wireless cameras going offline. We would charge them, reset them, contact customer support and then they would go back online. After 2-3 more months, the issue would occur again. We purchased solar panels thinking this would help. It did not. Every few months we would have to contact customer support to go through resetting the cameras, the base, making sure software was updated, etc. Then we started experiencing issues with our doorbell as well. Issues with it connecting and freezing.
A year into having our cameras and dealing with these issues, we were issued an upgrade for one of our outdoor wireless cameras and we were given a gift card to go towards an upgrade on the doorbell. We ended up purchasing a wireless doorbell. This seemed to have helped solve connection issues but we have to charge the doorbell every 2-3 months (fine, we can deal with that). But we still have issues with our wireless outdoor cameras going offline.
This last time I have lost my patience. They were offline at the end of July 2024. I tried resetting, updating software, resetting the base, all the same stuff I have done in the past. I just didn’t want to deal with customer support at the time and was annoyed. So I waited until now (Oct 2024). I went back and forth with Rholyhr regarding the issue. After going through the steps of resetting the cameras, the base, checking software updates, etc., he asked me to send him a copy of the MAC numbers from both cameras and proof of purchase, which I did. His response “It looks like this product is outside of the warranty period and unfortunately is not eligible for a replacement. Please feel free to check out our Returns & Warranty Policy if you have any further questions. Thank you for your patience and have a great day!”
Cameras are still offline, I am still paying for service of Cam Plus and that was his only response. I responded back and said this didn’t resolve my issue because my cameras are still offline and I want to know how to get them back online. His response “I completely understand your frustration, and I’m truly sorry that this issue has been ongoing. It’s especially disheartening to hear that this has become a recurring problem with your wireless cameras, and I can see why this situation would be unsatisfactory for you. Since we’ve already gone through the troubleshooting steps to get your cameras back online without success, we did check if a replacement would be possible. Unfortunately, because the devices are out of warranty, we’re unable to replace them at this time. I know this isn’t the resolution you were hoping for, and I’m here to support you with any further options you’d like to explore. Thank you for your patience.”
I asked if there was someone else that could assist me because I didn’t understand how this could be the resolution. I have two cameras that don’t work and they won’t help me figure this out. He offered me a $10 Wyze gift card. And then I was offered a $15 Wyze gift card.
At this point, I told them I will just cancel my Wyze account, asked how to go about doing so and asked if it is possible to get a refund for the Cam Plus service for the time the cameras were offline and have received no response. I am shocked that this is the response. Sorry but I am SOL! I have had the cameras for 1-2 years and my option is to just buy new ones because they don’t have tech support to help with getting the cameras online? We have checked our internet coverage for the area of where the cameras are located and have no issues with those areas. In fact we purchased an extender a year ago wondering if that may be the issue.
Beyond disappointed and would never recommend Wyze to anyone, especially the wireless cameras.