šŸš© What's the best/most efficient way to notify the Web content team of errors?

Tips & Tricks
21

Thanks. I added additional detail. :point_up: I didnā€™t realize you were replying at the time.

22

I provided a link to your recent post on it. That way they will see and get any updates made.

23

Thank you. I appreciate your feedback on this.

24

For whatever itā€™s worth, I just did my own follow-up and saw that the Support article in question was updated yesterday. Iā€™m thankful for the correction but still disappointed in the broken process that shouldnā€™tā€™ve taken so long to resolve such a simple issue.

Thank you again for your assistance with this. I really do hope that someone at Wyze gives serious thought to process improvement both for more efficient communication of problems to the Web content team and for the way Support tickets are handled in general.

25

Now Wyze Support is foisting issues on the Forum instead of directing them internally to the relevant department? This is ridiculous.

Recently, I submitted a ticket suggesting corrections to the Help Center article serving as a Wyze app 3.0 FAQ. A Wyze Wizard who responded assured me that the comments would be forwarded to the Web content team so that appropriate corrections could be considered. When I tried to respond to that ticket yesterday with more corrections suggestions for the Help Center site, I found out that ticket had been closed. No biggie. I opened another one. This is the response I received today:

Thank you for your detailed feedback. We appreciate your attention to these issues. However, as our department focuses on troubleshooting and support, we are unable to make changes to Help Center content directly.

For your concerns to be heard and addressed by our developers and Web content team, I recommend posting your suggestions on the Wyze Forum. This will ensure that your feedback reaches the appropriate team and can be considered for future updates.

Thank you again for your understanding and for helping us improve our services.

This gives the impression that

  1. Support isnā€™t really concerned about directly addressing problems.
  2. Support is grossly undertrained.
  3. Wyze wants people to resort to unofficial channels for help, yet somehow customers are expected to believe that this is the official way to get feedback to the appropriate team?

This is complete and utter :face_with_symbols_over_mouth:. That second paragraph just makes me :angry:. How is posting to the Forum going to ā€œensure that [my] feedback reaches the appropriate teamā€ when this is primarily a user-to-user support community?

I donā€™t expect Support to fix the Help Center site. Thatā€™s not their job. I expect Supportā€”as the official public-facing communications gateway with customers (at least as far as Iā€™m aware)ā€”to be able to direct communications internally to the appropriate department and to give reasonable, sensible, and accurate answers to customers.

Ugh. Wyze. Be better!

26

:+1: