I’m a patient person but looks like I’m in the same boat as others. I had responses to my tickets in January, nothing since. I’ve opened another one, but it’s a bit ridiculous that I should have to go through all these hoops. Original ticket was 1014845.
Yah, this is a little strange, I love wyze products but I have created 3 tickets already and I am filing a request with my credit card.
My first ticket was sent back with a canned message after they made the post about the replacements saying they are aware of an issue. I linked them the article and got nothing back
My second ticket I had a warranty request canned messaged I provided all the details and got nothing back that was a week ago.
Todays ticket I combined the information and request a stated I am contacting my credit card company.
I have multiple wyze products and love them, I have everything preordered but this should of been an easy situation to handle.
[MOD EDIT] The more tickets you open, the longer it will take to get to you. [MOD EDIT] It’s a vacuum people, not a life saving device!
MOD NOTE: Post edited to conform to the Community Guidelines.
It basic customer service. If it’s to hard to supply that, Wyze should stop being a business.
I have sent them 2-3 messages on the original ticket asking for an update. After they didn’t reply for over a week, and seeing multiple messages in the forum of people opening the tickets more recently that mine and already being resolved, what exactly do you expect people to do? Obviously they are responding but for some reason it appears random.
Any decent ticketing system makes it very simple to take additional tickets and make them into child tickets with very little effort, so it’s not like an agent needs to put equal effort into every ticket.
Waiting for over a week for a response from CS isn’t exactly “impatient”, especially when most people already waited an extra month or more for the device, then a week of limited communications for the issue.
Finally got a response!!!
“I appreciate your quick response. This is Edison from the Wyze Wizards Team. I apologize for this inconvenience. I’d like to apologize for the delayed response. We’ve been extremely overwhelmed with a large influx of support requests and it has drastically impacted our response time. This is not the standard of support we are aiming for and we’re working keenly on catching up.”
Just a good FYI….
They said they are lining up a replacement vac for me and will be sending me a prepaid label soon to return my defective vacuum.
1 Like
It seems as though the Community Guidelines may not have been followed recently on this topic.
https://forums.wyze.com/t/wyze-community-guidelines/6796
In this situation, the moderators’ instructions are to temporarily close the comments and to call in a Wyze employee. The Wyze employee may open comments again after they have a chance to review this thread.
1 Like
After review, this thread is being reopened. Thanks, folks!
2 Likes
They are being hammered by tickets. People are dying of covid and you are here acting like this vacuum is a life line. Send one ticket and wait. I waited since 20th and only one ticket. I got the bot back a few days ago.
I just got notice that mine will be shipping soon - an order number but no tracking number.
I sent my request 12 days ago but the replacement order came in response to a second ticket I opened Saturday.
I finally received an order #! Woo hoo!
I’m still waiting on mine. Like many others I’ve had a ticket open for multiple weeks. I originally opened it on January 23, before they even knew about the bricking problem. I got an initial response form asking for my location information so they could send a new one out. Radio silence since. I requested an update a week ago. Still nothing.
The fact that others are still getting movement gives me hope that mine is just in the pile and I’ll get it soon.
1 Like
I would like a second wrv asap. My downstairs is getting buried in dust as I am keeping my wrv upstairs so that I don’t lose the map.
Sooo… got my replacement vacuum. Got everything mapped (took 3 tries… FYI, don’t do anything to the vacuum until it does one complete cleaning. I tried emptying the dust bin mid-clean and it reset the map), and it works great for two days. I’m now on day three and it’s throwing a LDS blocked error. Looked it up on the forums, and the only fix is… another replacement. (first world) fml… not off to a great start with these things.
Got my replacement. It mapped everything and is currently working. Crossing my fingers it doesn’t get any errors that brick it. The old one still cleaned very well not connected but being able to change the suction mode makes a huge difference, The other thing I’ve noticed is that once the house is mapped out the wrv is a lot more tenacious in trying to get into certain rooms that it peeked in but has never been allowed to roll into(it really wants to kill itself in my teenage daughters trash pile).
Same exact thing. Radio silence…
– def not sanctioned, will probably void your warranty but… a working vacuum? That’s exciting lol
Hey guys I know this issue been a while but I’m one of the few who is still getting this problem. And unfortunately cant get a replacement for my faulty vacuum since it’s out of warrany. Is there another way of getting the vacuum added to the app without going though all the steps of un-bricking it? And since I don’t have a replacement vacuum I can’t do the un-bricking process that requires a working one. Any help would be appreciated.