Ring Doorbell, missing screws, known bug.. but support can't help

Hi all I recently bought a Gen 2 doorbell, and during the registration process, the app identified my device as bogus. More precisely, it informed me that screws to lock the device (not to fix de device on the wall) are missing, giving me a procedure to buy online on ring.com the missing screws, with a promo code. Unfortunatly the process don’t work, the promo code do not work. Since day 1, I try to manage this with EMEA support (seem to be based in egypt). Even if I share with them the email received by ring, and also the screenshot of the app… they tell me that they can’t help me to get these screws, and just advice me to return it to amazon as I have 30 days with prime. Really don’t know how to manage this, sounds a well known bug but not handled correctly and support can’t help. Any thoughts ? maybe a ring employee can dig in, as it makes no sense to return it… and maybe will get the same exact bogus device. Thanks by advance for your help !!