I wanted to share my recent experience with Wyze support to warn other users—especially those in the UK—about how the company handles devices forced out of service by their own software updates.
The Situation:
I had a perfectly functional Wyze camera. Following a mandatory software/firmware update cycle, my camera stopped working. On top of that, Wyze updated their app to cut off compatibility with my phone’s operating system.
This wasn’t a case of old hardware failing or breaking naturally. Wyze pushed an update that effectively destroyed my ability to use hardware I paid for.
The Support Runaround:
After exhausting every single troubleshooting step with standard support, I was told my case was being escalated to the “Management Team” and “Orders Specialists” to look into “available options.”
Exactly 30 minutes later, “Management” stepped in to completely shut down the case with a final refusal. Their justification?
- They can’t refund me because I bought it from a third-party retailer.
- They can’t replace it because the camera model is now discontinued.
The “Goodwill” Insult:
As a final resolution, Wyze Management offered me a $25 Wyze Store Credit.
Think about the logic here: Their updates broke my current setup and stripped app compatibility from my phone. To actually use a new Wyze device bought with that credit, I would literally have to buy a brand-new smartphone just to run their updated app. They are offering a completely useless voucher that requires me to spend significantly more of my own money with the very company that broke my hardware.
Moving Forward:
I have formally rejected their store credit. Wyze is refusing to accept basic corporate liability for pushing destructive software updates to consumers.
Since they have given their “final” stance, I am now moving forward with a formal complaint to UK Trading Standards and Citizens Advice. Under UK consumer protection laws, manufacturers cannot push software updates that render hardware unusable without providing an adequate remedy (like a cash settlement or a fully supported alternative).
If you are in the UK or have older devices on your network, be very careful. If a Wyze update bricks your device or locks you out, expect a useless coupon instead of actual support.