Ring returns and customer service

Ring returns and customer service is a bit rubbish- firstly they can't access my account as they can't send verification emails to accounts linked to amazon? despite doing this many times before. eventually solved be a follow up call 27 hours later using a Mac address- trying to exchange a solar panel - can't do this without the SN on the panel which is installed high on a roof - they have access to my account and can see the item purchased but that is not enough apparently? surely this is in breach of the Consumer rights act 2015?so frustrating