1/28/21 10:50 AM PT - We have identified a timing issue that could cause devices to fail the setup starting when the issue was first reported. We deployed a fix that will prevent it from happening again and are waiting for verification that this fully addressed the problem.
However, devices that failed setup between 1/21 and 1/27 will not be able to be recovered by customers. If you have been impacted by this issue, please reach out to Wyze Customer Support for a replacement.
Support isnāt totally aware yet. Iām on the phone with them now. She is reading the post.
I have 2 vacs - if I tried to setup 1 and it didnāt work and I never tried the 2nd one, am I now able to try to setup the 2nd one? Or should I wait longer before trying to setup the 2nd one?
@ovntguy Look up: Mobile Robot Programming Toolkit (MRPT) 
www.mrpt.org
I think Wyze should ship out replacement vacuums first and then we can send back the bad ones in the same box. Just include the shipping label.
That is exactly what should happen. Weāve been waiting on the product for long enough. I think at a minimum, shipping us a working device with a return label for the paperweight is the proper approach.
I agree with you both, But itās an integrity issue with how many would actually send it back. If they agreed to send a new one and once it shows delivered on there end we have 10 Business days or something like that before we are charged for the device that was not returned so no money is lost in the exchange. I do feel that it will be a long while till we receive our product back in a timely manner unless they overnight ship it. We at least deserve that with the wait we have been going thru since pre order. I donāt know just throwing out some Ideas, and maybe the CEO can possibly understand the manner and frustration of busy schedules as it is to juggle with this also.
Wyze hasnāt been the best in the shipping game. Thatās for sure.
I am now guessing this issue is related to them changing the server. I could be wrong, but judge my rationale for yourself. First on 1/18/21 Wyze announces:
So Wyze is saying that anyone with the old firmware would no longer be able to connect to the server they were implementing, so you had a few days to upgrade to the new firmware before losing access.
Then a couple of days later the server change takes effect. This lines up with the timeline given above:
So, what this is saying to me is that Wyze changed the server, and updated the firmware to work with these changes. Unfortunately, it appears that RoboVacs were still being shipped out with the old firmware that no longer connected to the new server change. Since it could not connect and had never connected before, it couldnāt be told to upgrade firmware to the new version that works with the new server change. There is no way for customers to flash the firmware manually (no SD card slot), so there is nothing Wyze can do to fix it (except maybe to try to revert the server changes for everyoneā¦which may not even be possible anymore depending on the particulars involved). Therefore, all they can do is have the vacuums returned and manually flash the firmware in a more complicated manner, then they can resell those vacuums (probably as refurbished). That was a terrible oversight. Wyze should had some kind of forwarding or something in place for a few months to resolve this issue until nearly everyone was taken care of first.
Apparently Wyze has since fixed the firmware on all other vacuums that will be sent out since the 27th, so now everyoneās setup will workā¦but those with the old firmware wonāt work anymore and need to be returned to be fixed manually.
Thatās what I am getting out of all of this.
Also, the reason they want the first vacuum returned before shipping a new one is because too many people will try to keep both if they do it that way. Too many companies get screwed doing this āIāll trust you to send the old one back later,ā and the customer never does, and they canāt legally just charge their payment system again, and it causes a big nightmare of issues for the company because too many people donāt have the integrity to followthrough. I blame all the lazy and dishonest people, not the company for this policy. Still, they can mail or email a pre-paid shipping label first.
Just treat it as if your vacuum hasnāt quite shipped yet and will now be delivered within the next 10-20 days or so. Or if it is that upsetting to you, ask for a refund instead and emotionally move on to something else. Life is too short, ya know?
I honestly feel (being on the East Coast) Wyze contracts with FedEx and saysā¦ āDo not worry about getting there on and specific date. Can you save us some money if it ships like super slow, USPS slow?ā
I say this in jest, but itās been taking a week and a half to get products to me from Wyze. When, today, Amazon / Walmart (insert any company really) can ship items to you in a day or two and shipping is included on a lot of items.
Awesome! I will check it out dr.know
hmmmm. Well 1/21 to 1/27 is pretty much most of us. darn
Well wyze should know or can send out a courtesy email to its customers letting them know the situation and if they were one of the defective ones to click the link for a return label and opt for replacement or refund. To make it a simple smooth process so I can get the ball rolling.
I was able to call right after the post to replaced was posted. In fact the support person didnāt know about the post. I was sent an email with my informationā¦ Name, address, purchase date, model number, and wyze order number and they would send return information. Nothing yet but Iām hoping they send the vacuum out and then I send the bad one back.
same here. Weāll see.
Note to self: Quit being a Wyze early adopter for anything over $50.
I have received a new order # for vacuum replacement. Email says it will ship in 1-3 daysā¦ No mention of return shipping for the brick, but I assume it will be included with the replacement
I like wyze and want them to succeed so I most certainly will return the brickā¦ I have no use for it anyway
Sounds like youāre the lucky one out thenā¦
The phone rep I talked to a few hours ago said Iād have to send my old one back before the new one would ship, and I havenāt seen any sort of actual email confirmation yet.
I didnāt call, I used email supportā¦ I donāt want to actually talk to a human
Hopefully this info helpsā¦ I will update when I have more info!
Editā¦ I should mention that in my initial email, I stated the date the vacuum was received, as well as the date of attempted setup, and that I just wanted to get the ball rolling on the exchange. Nothing more.
So, I just got my vacuum on the 26th and set it up with the old firmware. After everything connected, the app told me I needed to update the vacuumās firmware, which I did. Everything is working fine right now. If I am following your post correctly, I should not have been able to get my vacuum connected to even update the firmware?
Yeah I am confused. I got mine on the 26th also, but I am not able to complete setup. Anything you did that is different from what others have posted?
