Responses (6)

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Caitlyn_Ring

Hi @andy90210. If the security screws you received with your device are not the correct size, I would recommend contacting our support team so they can get the correct ones sent out to you. You can give our support team a call at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406). We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 [here](https://support.ring.com/hc/en-gb/articles/360041597471) to see how to contact support. I hope that helps! :)

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17-09-2020 21:59:12

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andy90210

Thanks - yes, I did and received this reply which didn't really make sense to me ... First it tells me you can't send them and then tells me how to insert even though I've said they don't fit ! Andy ------------ Hi Andy, This is a follow up email regarding the screw request. We are unable t

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17-09-2020 22:02:02

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Caitlyn_Ring

@andy90210 How did you reach out to our support team, via chat or email? If possible, I'd recommend contacting them via phone at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406). Let them know that the screws you received do not fit, and they should be able t

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17-09-2020 22:21:33

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andy90210

Thanks. I submitted a chat and they said they would send them. Then a few moments later, I received that email. Very odd to say security screws are optional when it’s a security product !

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17-09-2020 22:31:55

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andy90210

Just a quick update. I got on the phone but they seem very confused. I've sent the pictures of the battery compartment for the v2 and v3 of the stick up cam (they changed the screw fitting for the v3). The v3's appear to be shipping with the security screws for the v2. I hope they come back next wee

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19-09-2020 09:46:35

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andy90210

Quick update - 3 more support calls. This does seem an issue for Ring. They've come up with a new design for the stick up but forgotten the security screws for the battery. Twice they say they re-ordered and then twice an email comes through saying it's been cancelled and they send the following .

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24-09-2020 11:05:40

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jesmith85

Just curious if you ever found screws? Seems I am now in the same boat. I received 2 microscopic screws with my camera, but dropped them since they do not provide a small philips head and because the holes on the camera are hard to access when up. I ended up with the one in the battery compartment but there's another lost in my garden. I contacted ring several times thinking for sure they will have screws to by or at least specs since they are in none of the parts packs, but all I got was this:Chat 1: Oh, no problem! Happy to help. We'll send it to you free of charge just this once since your camera is new! - I received an orange hex screw driver.Chat 2: Oh, we're so sorry. I understand your frustration. The mouting kit includes the screws you need. We don't have the same color as your camera, but we'll send it ASAP! - The mounting kit has a different security screw and hex screw driver included.Chat 3: Why don't you just use the screws we have sent you at least 3 times now since we know what we're doing?! I can't help you. Call someone who cares. - My response was understadibly not polite and asked if they expect me to jam the orange hex screw driver in my camera as a fix?Call 1: Oh, we're so sorry. Let me have you send pictures. Just to confirm, the pictures are the wrong screws? Yes? Good, let me have you talk to our tech team. Tech team says no problem. We know exactly the screws you mean and will not send those same wrong hex screws again! - I received the exact same mount kit as chat 2.Call 2:Told them I am just letting them know I want to file a complaint. Do not send me more parts, but get this right for other people. Offered me a $5 credit. Told them it's no necessary, but whatever.So, I guess it's off to a hardware store. Ring, don't bother with a canned response. You already told me you don't care when you told me that the rude rep on chat could become a "training moment." Unless you are going to tell me the screw size or tell me you are disciplining your rep, I am not interested in any of your suggestions or ideas. Your kits will be donated so maybe someone else can use them since they are of no use to me and a waste of finite resources. If I find the screw size, will post.

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21-04-2021 08:37:32

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user52

Did you ever find the screws or the screws sizes? Just curious as I have misplaced mine and cannot seem to find a match. Thanks!

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20-10-2021 05:19:47

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Tom_Ring
Hi @jesmith85. I'm not sure what specific camera you have, but it is possibly a Phil 2#, F+ST3-30TP2 or a Phil 2# , F+ST3-25TP1. We also have Spare Parts available [here](https://ring.com/collections/accessories/products/spare-parts-for-spotlight-cam-battery). I hope this helps.
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22-04-2021 23:48:40
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Tom_Ring
Hi @jesmith85. I'm not sure what specific camera you have, but it is possibly a Phil 2#, F+ST3-30TP2 or a Phil 2# , F+ST3-25TP1. We also have Spare Parts available [here](https://ring.com/collections/accessories/products/spare-parts-for-spotlight-cam-battery). I hope this helps.
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22-04-2021 23:48:40
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Caitlyn_Ring
Hey neighbors. Since there has been some confusion regarding the size of the security screws for the Stick Up Cam, I verified this information with my team. If you have a Stick Up Cam (3rd generation), the security screws should be T15 Torx. If you have a Stick Up Cam (2nd generation), the security screws should be T6 Torx. You can verify if you have a 2nd or 3rd generation Stick Up Cam by looking at the model name on the Device Health page in the Ring app. These screws should be available at your local hardware store, or you can reach out to our support team at one of the numbers available [here](https://support.ring.com/hc/en-us/articles/213608406) to request replacement parts. If you are outside of the US, please visit [here ](https://support.ring.com/hc/en-gb/articles/213608406)to see how to contact support. :)
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29-09-2022 19:38:56
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