@kamaiahs, I looked into your ticket and it looks like there may have been a response that you made that didn’t come through properly. It looks like an agent asked you to try taking out the battery temporarily but the ticket automatically closed because we didn’t hear back about if that helped. If you would like, I can get a new ticket going for you and help escalate it.
To everyone else here, we apologize to those that have had negative experiences with our customer support. I will share this feedback with the team.
In EdCaffreyMS’ case, we opted for a refund because he requested a guarantee that the replacement camera would not have the problem he’s been running into. We felt confident that a replacement would help but didn’t want to risk him running into the issue again with how much it has impacted him since we’re not 100% through with working through this problem.
I understand your frustration. I too any experiencing the same thing. I am trying to return a wyze product and I get no support to how and where I am to return.
This only tells me I will not order anything ever again from wyze.
A few weeks ago I sent in a request. Not for service, because all of my stuff is working just fine, but with a question about how to accomplish a rather complicated task. Within a few days I received a very complete answer. Since then I have received three (!) Follow-up texts to make certain that the fix they suggested worked.
I don’t know why my experience is so different from what others have gone thru. I suspect that the popularity of their products, and people’s lack of tech expertise, has overloaded their support department. But my (limited) experience with Wyze tech support had been very positive!
NO response in 4 days much less 3 hours. Customer service has become non existent. Customers shouldn’t need to beg to get problems resolved. Gaining more customers while not fairly dealing with existing customers is NO formula to long term success. If you need more personal hire them, it should have been addressed before now.
I explained in my previous post. The contact sensor had a defective battery. I replaced with a new battery and tried to set it up as per your user guide. The connection to the contact sensor and bridge never happens and times oouut. I have tried several times, but no luck.
In the Wyze sense package, my motion sensor and one contact sensor worked and the setup was easy and quick. It is the 2nd contact sensor that is giving me a lot of grief. I tired all the troubleshooting with no luck.
I think this contact sensor is defective and would appreciate if you send me a replacement. I can send you back the one that does not work as long as shipping is covered.
Well I put in a ticket yesterday about severe lag on my Pan cams now that ‘hardware Decoding’ or whatever it’s called is no longer in ‘App settings’. Received a ticket # but that’s it so far.
ticket #298804
For now, I was able to find a previous version and download that apk to revert back to a previous Wyze app version. So now I have usable Pan cams until there’s a fix. Using app 2.4.93 makes them almost unusable as far as panning is concerned.
Is there somewhere that, Wyze provides beta testers with a place to download previous versions when there are major issues that arise such as this? If not, there really should be. We shouldn’t be forced to be stuck with stuff that doesn’t work or adversely affects the operation of our cameras until there’s a fix, IMO.
As @HDRock states if you drop out of the beta program and install the public app you will be able to use hardware decoding, they had to temporarily remove it in the beta app
So here I am, over a week since I first reached out to Wyze support and still no response.
I have reached out to Wyze 4 times in total now, and all 4 times, Support insisted we convert to email.
Just to convert to email and not to have any issues fixed. The 3rd tech, I resisted swtching to email for fear they would not follow up and ta da. No surprise there, we convert to email and ZERO response.
Issue #1; Cannot log into account from any device, app or website. Stating user is locked, or too many failed attempts. This happened on #1 log in attempt on 11/30/2021.
It has now been 9 days since then and still the same issue. I have reset apassword a dozen times, and even waited well over the 24hr lock out period and still no avail.
Issue #2 - I was charged nearly double on my bank, vs what Wyze was supposed to bill. Still not one response from support on them correcting this.
Issue #3- I was sent a Wyzw doorbell, a Wyze V3 Cam, and a wyze Hub. They could not even answer me, why even send a wyze hub, if I did not order anything that requires the hub. It has no use for what I ordered.
At this point my other issues are related to not being able to access the account.