Update on 3.0 app Issues and Support Issues / Process
I would like to address recent concerns regarding the Wyze support system and provide an overview of my ongoing experience.
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Visibility of Feedback: It appears there are concerns that Wyze staff may not be fully engaging with posts on the forums. While it is possible that telemetry from likes and dislikes on this forum is being monitored, it is unclear how posts are being reviewed and acted upon.
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Forum Post Removal: My posts across multiple threads were removed and consolidated into this single thread. Apparently, this action was taken due to a violation of forum guidelines. It was my intention to provide visibility into the steps I had taken and to document my methodical approach, as an engineer, to all the posts and threads complaining about many of the same issues impacting others. Allowing people to create their own threads is a terrific thing, but it hampers consolidation.
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Beta Program Issues: I kept getting all the emails everybody else was getting and kept looking for updates so that I could try the “new 3.0 app.” I was thinking it was going to be officially rolled out soon, so after giving up looking daily for the update, I semi-reluctantly decided to join the beta program to access the 3.0 beta app. However, when I encountered all these issues, I found it very infuriating and was eager to uninstall the 3.0 beta version. They posted a suggestion in the Play Store: “When you leave the beta program, you might need to uninstall and reinstall the older version.” I was all in on that!
Unfortunately, that led me to find out that the original 2.5 installer was unavailable on the Play Store. As many of you know, joining the beta converts your Play Store access to the 3.0 beta program, but they did not have the revert option working properly if you wanted to or needed to roll back to 2.5. I mean, who would ever want to leave a beta program? 
I was now at a crossroads where I had lost complete access and management over all my devices. So I reluctantly rejoined the beta and reinstalled the 3.0 app so I could regain control. Fortunately, everything came back without me having to re-add any of my devices. I called support the next day to open a ticket regarding the issue.
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Support Ticket Challenges: After three days without a response from support, I followed up on my support ticket, only to find that my incident had been closed without resolution. My initial contact and an escalation email immediately following my phone call were the only communications received.
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Further Complications: After finding out that my ticket was closed, I attempted to uninstall the 3.0 beta after leaving the program, and the 2.5 version reappeared. I reinstalled it, and all of my original arrangements in the 2.5 app were back in place.
I made it back! I’m back! I made it! … only to wait about 24 hours before the Google Play Store auto-updated me back to the release version of the 3.0, and now… now… the circle was complete! The update brought back all of the 3.0 issues.
Following another 1.5-hour support phone call, I relayed all relevant information about the problems I was encountering again and updated my support ticket accordingly. I made sure to take everything I posted in this forum and put it into the ticket email received so that it’s part of their support system now. I was also informed that my incident ID is going to be forwarded to an application specialist. I have yet to receive any update on the issues reported.
- Support Ticket Status Update: After three additional days, I received an automated delay report indicating that support was very busy (interesting that my incident/ticket ID number was not present anywhere in the update email body or subject line). While this report did provide some acknowledgment of my open case, it fell short of addressing any of the issues.
I trust that this documented experience will contribute to resolving the issues at hand and maybe in some small part, improve the support process. While I am hopeful that my case will be reviewed by case managers and that actionable steps will be taken to address these concerns, I still maintain a high level of doubt.
I WANT TO LIKE THIS PRODUCT