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. 
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):
- 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.
- 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.
- 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.
- 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.