Wyze Support Feedback - 3/11/2025

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We’re always looking for ways to improve, and your feedback is invaluable in helping us enhance our customer support experience.

If you’ve had any interactions with Wyze Support this year, we’d love to hear from you! How was your experience? Was there anything that WOWed you, or anything specific that we could do better?

Your feedback will help us improve our support to better serve you. Feel free to share any thoughts, concerns, or suggestions—we’re listening! :ear::blush:

Looking forward to hearing from you! Thanks for being part of the Wyze community. :green_heart:

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I haven’t had any direct interactions with Support in 2025, but I had a several tickets in 2024. Those that ended up involving warranty replacements were easy and handled well. I don’t think the hoops one has to jump through for something like that are unnecessarily onerous, and they’re handled fairly quickly. Some tickets have had no resolution (e.g., trying to get answers about or a solution for Wyze’s apparently broken Vacation Mode), and others have been particularly unsatisfactory, like when Support personnel direct the customer to use the Forum’s Wishlist. :roll_eyes:

I really like the convenience of dealing with tickets via e-mail, because that allows me to explain a particular problem at length and to detail troubleshooting steps I’ve already taken on my own. Because of that, I really miss the full-page ticket submission form that used to exist. Now there’s a multi-step process one has to navigate with the AI-enhanced chatbot in order to initiate a ticket, and I think I’m being generous when I describe that in-chat submission form as minimalistic. If I need to create a ticket, then I’ll go ahead and use the form (such as it is) to provide a Log ID and one-line issue title and then wait until after the initial response e-mail (again, from a robot) before I even attempt to submit any significant details about my issue.

I also occasionally find errors in Help Center articles or other pages on Wyze Web properties, but Wyze apparently doesn’t provide any direct means for contacting people responsible for Web content management. In the past, when I’ve had open tickets, I’ve suggested corrections to whichever Support personnel were involved in the discussion—and the frequent hand-offs to other Support agents is also an issue, because it gives the user a sense that there’s no real continuity of care toward solving a problem—and sometimes I’ve been given assurances that the suggestions will be forwarded to the appropriate team, but often the errors persist long after a ticket closes.

If I was going to start a wish list for Support, these things would be on it (in no particular order):

  1. Better training for Wyze Wizards. Instead of the boilerplate language that can often be interpreted as less than sincere empathy, give them freedom to think and solve problems, work on their communication skills, make sure they’re capable of actually reading and comprehending a customer’s concerns (this one is huge, because often responses I’ve gotten don’t answer direct questions at all!), and maybe provide them with actual hands-on experience with Wyze products and services. People here in the Forum have that last part covered, which is why Forum support is often really excellent.
  2. Full ticket submission form. The link to it is still in the Community Guidelines here in the Forum, but that just redirects to the Help Center’s main page. I understand the desire to use (and some economics of using) automated tools to handle customer issues, but that results in what feels like unnecessary hurdles, especially for knowledgeable customers who just want to get to the point in writing up and submitting a ticket. The current system (with its hurdles) works but seems inefficient from the customer’s perspective and could be better.
  3. Contact for fixing Web content. I have an expanding list of problems with various Help Center articles that I haven’t gotten around to submitting, because I don’t know the most efficient or best way to suggest these in a manner that I believe would result in the information getting to the proper parties nor do I have a lot of confidence that the changes would be implemented.
  4. Ticket closure notification. Provide some communication to the end user when a ticket actually closes at the time of actual closure. I know I’m not the only Wyze customer who has responded to an unresolved ticket only to receive an automated message that a ticket has closed. What’s even more maddening is that the closed ticket message that is generated has the “##- Please type your reply above this line -##” message at the top, but if a user does that, then the result is just another bounced message. That shouldn’t be happening at all.

I hope that this is helpful and that Wyze actually does take steps to improve Support. Providing good help isn’t easy, and there’s always room for improvement. Developing a continuous quality improvement culture would be a good place to start.

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Haven’t had any issues.

No reasons to call.

Great product.

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Related to support:

I believe The firmware flash support article instructions are wrong.

They say to copy over the folder and name the folder with a .bin extension. But I believe this should only be the main file copied to the SD card main directory.

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Yeah, that’s definitely something that’s been broken in the Help Center for a while, one of many articles in need of correction.

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:+1:

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A post was split to a new topic: Shared User Login Issue

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My pet peeve with support is the way cases get closed with no answer…something along the line “We are aware of the problem and engineering is working on a fix. We have no idea when that will be. Have a nice day! Case closed.”

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I think a mobile support platform needs to be worked on. If majority of your customers are interacting with you on a mobile platform, then a proper mobile support platform needs to be created. Having my support conversation cut off half way through troubleshooting and having to either restart with a new chat or wait for an email with your chat history is honestly ridiculous in 2025. I am all in on wyze but this is a huge pain point for me.

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I have had a few issues over the past 3 years. Jittery Cloud video, Event Playback button not going to the correct timeline of SD card and error message “SD card No Found” when using the Playback button.

I have never contacted Wyze support. The jittery Cloud video problem back in 2022 caused me to register on the Wyze forum where I found more information from other users.

On a side note, I current do not have any problems with my Wyze equipment. I still like to actively participate in the Wyze Forum and find the forum very enjoyable.

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@WildBill has great points. Closing tickets that are unresolved has long been a frustration users express.

I understand Wyze is basically telling their main line support agents that closed means there is nothing more the main support agents can do about the situation for a customer, and all that’s left is to wait for engineers to develop a patch or something, so it’s closed in that sense and a waste of their time to have someone continue checking on something that is no longer under their control to help. I get that.

I offer the following potential solutions / suggestions to improve the customer experience while also allowing Wyze to manage support cases efficiently:

  1. Introduce a “Monitoring” or “Pending Fix” Case Status
  • Instead of closing the case outright, Wyze could introduce a third case status, such as:
    • “Monitoring” – The issue is acknowledged and being tracked, but no immediate resolution is available.
    • “Pending Fix” – Engineering is actively working on a fix, and the case will be updated when more information is available.
  • This reassures customers that their concerns are still on Wyze’s radar without keeping the case fully open.
  1. Automated Status Updates
  • Implement an automated system where customers receive periodic updates, even if it’s just a reminder that the issue is still being worked on.
  • When an issue is finally resolved, all affected customers should receive a notification that a fix has been deployed.
  1. Customer-Facing Issue Tracker - one that is actually kept up to date.
  • A public-facing bug tracker (or status page) where customers can see known issues, their current status, and estimated timelines would help reduce frustration. (Wyze sort of has one but only for selective issues and the status is usually fairly ambiguous).
  • Customers could subscribe to updates on specific issues instead of feeling like their case was closed without resolution.
  1. Allow Reopening or Linking Cases
  • Instead of closing cases outright, allow customers to easily reopen a case if they have further questions.
  • Alternatively, link closed cases to the original issue so that when a customer contacts support again, they don’t have to explain everything from scratch.
  1. Better Closure Messaging
  • Instead of a generic “Case closed” message, the response could include:
    • A reference number for tracking the issue.
    • A link to a status page where they can check for updates.
    • A way to be notified when the issue is resolved (opt-in for email or app notifications).
  • More empathetic language acknowledging the frustration and setting expectations.

For main line support, a status of monitoring or pending fix could be treated the same as “closed” without offending customers. It would also make for improved tracking. It would also be nice if similar issues were all linked together in some way and could be tracked and followed up by customers on a tracking status page that was kept up to date.

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My support experience was abysmal.

I wrote in with a very thorough explanation of my problem and the steps I had already taken to resolve the issue (I work in IT and used to work Service Desk… I know how to document my testing).

The first response I got was instructions to reboot the devices (which I had already stated I had done). I wrote back explaining that this did not solve the problem, and that I had tried this already.

The next response was instructions to reboot the devices (which I had already documented TWICE that I had done). I wrote back explaining that I had already tried this, and asked if anyone was actually reading the ticket logs.

The next response was someone asking me to submit troubleshooting logs from the cameras, and to provide firmware information. YES! Finally… something to work with! I submitted the logs, a list of my 7 cameras, and their models/firmware.

Nearly a week later, I have had no response, so I wrote back asking what had happened and expressed my displeasure at being ghosted.

Two business days later, someone replied back to my email, and basically said “thanks, we can’t do anything to help you, but our engineers have your logs. Perhaps a future firmware will fix the issue. Thanks for being a customer.”

So… at that point, I’ve been told to reboot the devices twice, then submitted logs, then told “well… sorry… nothing more to do here”.

I very impolitely replied back and expressed my frustration that as a customer for over 5 years, who makes monthly payments to Wyze, I was basically told “check back later… sorry about your luck”. ONLY THEN was I given instructions to check various things on my network (which I had already checked… but had not documented, so that’s understandable), or given ANY troubleshooting steps beyond “turn it off and on again”.

I have not replied back to this, and will not reply back. I will be cancelling my Wyze Cam Plus subscription, and am already replacing my cameras with a competitor’s hardware.

Please fix your support system. Have your techs READ THE TICKET/EMAIL and REPLY WITH AN UPDATE that at least indicates they have received information and are working on it. A little communication goes a long way, and I feel like “Wyze Wizards” dropped the ball multiple times in that area.

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I will say, I did call and speak with someone on the phone for a different issue (a faulty SD card slot in a V3 camera). That representative was WONDERFUL! She listened when I told her what steps I had already tried. She asked me to repeat a few, but acknowledged that I had just tried these steps, but that she needed confirmation (Totally fine by me). Then, when we discovered the slot was faulty, she had a replacement camera shipped out within a few hours of my providing proof of purchase with a purchase date for warranty coverage. This was wonderful service.

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I can identify with this:

That’s been one of my biggest frustrations with Wyze Support: Once I’ve gotten past the initial WYZE-E robot response, many subsequent responses from the Wyze Wizards seem overly scripted (including the “empathy”) and frequently merely echo/paraphrase my description of the problem without any actual indication that the problem has been comprehended/understood/processed in any meaningful way. Often I’ve had to re-ask direct questions that seem to have been completely ignored (as if the agents aren’t even reading the messages) and still have not received answers. That’s incredibly frustrating, especially—as you indicated—for those of us with experience providing service to other users.

When someone who’s requesting help is asking questions, the person providing assistance should answer the questions. That should be the main job. This is an acceptable answer: “I don’t know, but I can try to do some checking and get back to you.” Failing to even acknowledge the question—the thing that’s important to the customer—is just that: failure.

If it’s genuine, then I agree 100%. That’s why the #1 thing on my list above is training.

I can echo your experience when there’s clearly a hardware problem. Warranty replacements have been handled without any hassle whenever I’ve had a problem that’s called for that.

Welcome to the Forum, @clusterfawkes! :wave:

Thank you for sharing your experience!

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I opened a ticket on August 18, 2024 (Ticket 4038113) with Support via chat about my Eight WCOs experiencing the undocumented feature of the forced 1 minute cooldown.

If I recall correctly, after playing the game with tech support of boot, reboot, etc, whatever.

Eventually the chat turns into a “let’s convert this to an email”, and now support can disengage with the user, and NOTHING ever happens from that point forward. What an absolute FAIL when it comes to tech support.

I have worked in tech support for 25 years, I can’t imagine what one of my customers would of done, if I simply ignored/closed a ticket and moved on with my day. (I’d probably of been FIRED for doing such a thing)

That said, if someone from Wyze would like to give me status on this specific ticket, I would appreciate it.

Am I to assume that the 1 minute forced cooldown on WCO v1/v2 cams will NEVER BE RESOLVED?

Are Wyze software engineers that incompetent, or is Wyze simply implemented this forced 1 minute cooldown on these cameras in an effort to get customers to quit using them?

I can only assume the 1 minute cooldown period is occurring due to a firmware update implemented by Wyze, and it was done either accidentally or on purpose.

I lean towards ‘on purpose’.

Perhaps Wyze could just be up front and honest with us, and tell us the truth:

“We broke it on purpose, and we have no intention of fixing it”.

That sounds preposterous.

Prove it otherwise Wyze.

SJ

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Like others, my several contacts with support have been a waste of my time.

Often they just walk me through steps I’ve already tried, with no end result other than to say they will pass along my info to higher support. Then I never hear back and the case just gets closed!

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And the entertaining part of that, is Wyze is paying an employee/contractor/vendor to string the customer along like this resulting in negative comments such as ours, when the Wyze employee/contractor/vendor could be actually helping customers and providing positive outcomes and comments in the forums.

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A post was split to a new topic: Suggestion feedback