WYZE support can not be trusted

I had been trying to change from individual to unlimited Cam Plus. I did online chat with WYZE support and Glen M told me that if I bought unlimited Cam Plus right now he would get refund from service team. I did the purchase and he said I would receive email from Service Team that day for refund info.
Now after 3 days WYZE is saying they do not refund services on annual plan but still cancelled the old plan and put me on Unlimited plan. They said they know I was promised by Glen M on chat a refund but they will not honor the promised refund. The will also not just let me go back to old plan and give money back on plan I was told to buy so I would get refund. All they are saying is sorry but here is section that shows no refunds are given and sorry our person misled you. WHAT?

They basically are telling me that what a chat agent promises you is not honored by company. So who do we trust? Cameras fail now at much higher rate than just a few years ago, agents making promises that company refuse to honor while costing customers tons of money. This is nothing short of fraud. I have ALL THE CHATs including the promised refund. But WYZE says that it does not matter he promised refund while making you believe you would after you buy unlimited. Simply a dishonest company that has gone from helpful to only wanting more and more of your money while decreasing warranties on everything they make. They have lost a customer forever because if you can’t trust their support agents who represent the company, who can we trust.

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Sorry to hear this. Do you have a ticket number associated with this? If you do, can you post it here and I will see if I can get it escalated for review.

3 Likes

Wyze Ticket 3311036 and below is the chat where I was told to purchase unlimited then money will be refunded from other cam plus service.

Glen M is the service agent from chat.

Glen M.

The canceled subscription will be manage by our Service Specialist in order for you not lose any money.
(06:57:20) Randy Turner

It re-started on Aug 24, and I have been trying to get info to change to unlimited since July
(06:58:00) Randy Turner

However we can make this happen would be appreciated
(06:58:37) Glen M.

Yes, of course we can.
(06:59:38) Glen M.

First thing you need is t purchase the unlimited, once done, allow me to take care of the existing cam pluGlen M.

Within today after this chat session, Randy. Expect an email from our services specialist as they are the one will deal and manage the annual plan in your account.

(07:12:42) Glen M.

Of course we will going to make sure that the payment and cost you paid will not go to waste. s annual with the help of my colleagues.

Thanks.

I tried switching from individual to unlimited. I was told on chat that I needed to buy the unlimited THEN they would refund the individual plan. I purchased and then got email saying they do not give refunds even though I have chat transcript saying they would refund. Now the only answer I get is a link to the No Refund part of policy. They are money grabbing company right now and their support and customer service does not exist now. They made me pay promising refund and all they say now is the agent was wrong but we can’t refund. Only thing I was told is if there are enough people going through this a class action could be filed.

[Mod Note]: Your duplicate posts were merged to conform to the Community Guidelines. Please avoid crossposting the same issue across multiple topics.

@Alfred168, you aren’t the first to report that the outsourced Wyze Customer Support department is recommended a course of action and offered refunds for services that conflict with the policies and agreements Wyze has with their other contract partner providing their subscription management platform. It certainly isn’t the first time Customer Support has been caught coloring outside the lines.

Your chat session with Customer Support was transcribed by Wyze and is always saved for review. You should have received an email from those chat sessions with a Ticket Number that will identify the transcripts for Wyze to pull. Can you post the Ticket Number(s)? I will escalate this thru the Volunteer Team channels to ask Wyze to take a look at the transcripts from the inside. If nothing else, it may be useful for some Customer Support “retraining”.

Anything from the transcript help? Wyze had gone cold and don’w help at all anymore. I guess they now make money from robbing people through bad advice on support chat.

There is a mechanism for Community Volunteers to escalate Customer Support issues when there are discrepancies with the information Customer Support is conveying. At a minimum, Wyze can use it to correct that incorrect information. But, I can’t do it without a ticket number so that the Wyze HQ folks can pull the transcripts.

I did put chat and ticket number on here but it seems to have been deleted by Wyze. The ticket number is Wyze Ticket 3315686

06:58:00) Randy Turner
However we can make this happen would be appreciated
(06:58:37) Glen M.
Yes, ofcourse we can.
(06:59:38) Glen M.
First thing you need is t purchase the unlimited, once done, allow me to take care of the existing cam plus annual with thwe help of my colleagues.
(07:00:10) Randy Turner
OK
(07:01:28) Randy Turner
So I need to purchase now online?
(07:01:34) Glen M.
You may visit our website to purchase the unlimited plan.
(07:04:06) Randy Turner
Order US-4755215
(07:04:08) Randy Turner
confirmed
(07:04:29) Glen M.
Let me check it first.
(07:06:07) Glen M.
Before we proceed, let us transfer the cameras to your unlimited Plan.
(07:06:09) Glen M.
Alright, the Order is confirmed.
(07:06:32) Randy Turner
Do I do that or you?
(07:07:58) Randy Turner
done
(07:08:23) Glen M.
Perfect!
(07:08:55) Glen M.
Alright then… let me just double check.
(07:12:00) Glen M.
Within today after this chat session, Randy. Expect an email from our services specialist as they are the one will deal and manage the annual plan in your account.
(07:12:42) Glen M.
Ofcourse we will going to make sure that the payment and cost you paid will not go to waste.
(07:13:00) Randy Turner

It must have not posted before. Wyze doesn’t moderate the forum, other community volunteers do. If it posted, I would have received an email. But no worries. I have it now. I will run it up the flagpole. Thanks!

Only Wyze, moderators and you have the ability to edit your posts. There is no record of anyone deleting your chat post or ticket number. You posted the same issue across 2 topics (crossposting) and most likely forgot where you posted. You have now posted 2 different ticket numbers, 3311036 and 3315686. Is this correct?

Also, FYI… Crossposting is not allowed on this forum per the Community Guidelines. We have merged your 2 post threads together here to conform to the Guidelines.

2 Likes

3315686 is correct

1 Like

Thank you! :heart: