I reported an issue to support today. One of my pan V3’s is not connecting quickly or consistently in the home tab. I did my best to bypass the AI agent and jump immediately to email support. That is where I usually have the best response. Usually less back and forth and less ‘did you try this and that’, things I’ve already tried and experienced. it was fairly easy to get to email, but wish it was just an upfront option.
Support jumped right to offering me a replacement or a gift card for the amount of my purchase.
It sounds like the issue has been going on for a couple of weeks now, and I can imagine how frustrating that must be. Since you’ve already gone through the recommended steps (app/firmware updates, checking signal strength, location permissions, power cycling, and even considering a factory reset), we might be looking at something hardware-related at this point.
Is that how support works now? That’s sad. Not even bothering to try and look into the issue first or try to resolve it with a fix. Just here’s some money (replacement / gift card), have a nice day.
I opened another ticket a short time ago—it’d been a while since I’d done this—and even though I told the AI-enabled chat assistant that I was having an issue with a “Lifestyle” product, the initial e-mail response from the WYZE-E robot was giving me advice about microSD card usage in a camera.
That’s not helpful at all when I’m having a problem with a Watch.
My biggest issue with support is getting cut off and having to always start back over again with a new agent who makes me go through the same things I’ve already done through. And after you’ve called support more then twice you know what the basic steps are. I’ve done the basic steps. But they never believe you and want you to go back over them again with them and then you’ll get cut off again . I don’t have time to wait on emails conversations which take days to fix
I prefer e-mail tickets because I don’t have to wait on hold and can respond at my convenience, and my issues are generally not urgent; however, this same thing happens in e-mail tickets: a new Wyze Wizard updates a ticket with a response that indicates this person is not at all familiar with previous action taken in the ticket (i.e., suggesting the same things that were already suggested by (a) previous Wyze Wizard(s)). This often gives the impression that the agents’ comprehension of a given problem is poor, and the resultant service tends to reflect that in many cases.
Ask me how I know. Or don’t. I’ll tell you: I responded to a ticket that I didn’t know had been closed. (To be fair, it had been a while since I’d had communication in that particular ticket, but the issue persists so I wanted to ping Support for an update. I fully expected to receive a closed ticket message and the need to open a new ticket, but I wanted to be sure before proceeding.) This template within the ticketing system should be amended so that users don’t get stuck in this message bounce loop with closed tickets. In other words: Don’t tell the user to “type [a] reply above this line” when the ticket is closed and will remain closed.
What really continues to drive me , though, is the persistent messaging about this non-existent process for allowing Support personnel access to user-submitted app logs. Because I couldn’t re-open the ticket for this Watch issue that began in April, I created a new ticket and referred to the previous ticket’s number. The first human response in this new ticket advised me to submit another log. Great. I did two during the previous ticket, so I can do another to show that the issue is ongoing. Anticipating what might happen next, part of my reply message said this:
I also understand that Support personnel don’t have direct access to the logs, and I don’t expect you to interpret those, so please don’t tell me about that part (which should be removed from your script). I expect the engineers to look at the logs (and hopefully the screenshots provide additional context) and investigate whatever changes they may have made on the server side around 1 April 2025.
Apparently I was just wasting my virtual breath, because part of the follow-up (from a completely different Wyze Wizard!) said this:
Please note that app logs are sent directly to our engineering team to use towards improving future app and firmware releases. These logs cannot be accessed or followed by our support team. We’re working on developing a process so that we can track these logs but it’s still very much in progress.
This is so ridiculous that it’s almost beyond words. It leads me to believe that the “Wizards” don’t actually read and/or comprehend the messages that customers are writing to them (one of the problems I mentioned earlier in this topic), which means that whatever advice they’re giving isn’t actually relevant and is pretty much useless, and this leads customers to feel devalued and increasingly frustrated. This really needs to stop.
That’s sad. Not even bothering to try and look into the issue first or try to resolve it with a fix. Just here’s some money (replacement / gift card), have a nice day.
, though, is the persistent messaging about 
really needs to stop.