Responses (1)

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  Boone

  > @pzhang wrote: > > I've been pretty happy using the ring alarm system (gen 1) since I bought it about one and a half year ago. However, recently I noticed my keypad went offline. I was a bit surprised because the keypad was rarely used. I'm a smart phone person so mostly I use the phone app instead of the keypad to control the alarm system. > > > > I took it off the wall and found that the mini usb adapter was not firmly inserted. It turned out that the other side in the keypad was [out of place](https://www.dropbox.com/s/tup6tydnrzha0f3/IMG_20201125_175233.jpg?dl=0). Moreover, the root of this displacement lied in the internal battery (so [photo](https://www.dropbox.com/s/ew77iznyj1edjgw/IMG_20201125_175123.jpg?dl=0 "crack") and [photo](https://www.dropbox.com/s/rrpxeugtvui90rj/IMG_20201125_175149.jpg?dl=0)). It seems that the battery is dead and it pops off and cracks the keypad ... It's a bit weird because I live in Texas, it's pretty dry in the room and the keypad is mounted [on the wall](https://www.dropbox.com/s/ew77iznyj1edjgw/IMG_20201125_175123.jpg?dl=0) since the day of purchase. > > > > I'm not sure what to do with this, and the wait on the phone is \> 40 minutes. Likely I'll buy a new second generation replacement as it's out of warranty. I'm posting this to share the story and hopefully the tech support can see this. Hello @pzhang , If you have a subscription to the Ring Protect "Plus" Plan, for Professional Monitoring, your Keypad should be covered by the Extended Warranty, even thought the original one-year device warranty is over. So hopefully this is your case. :) With "Plus" Plan, for extended warranty coverage to apply to your Ring device(s), the device(s) must be within its original warranty period when you subscribe to Ring Protect Plus. Once the original warranty expires, the device will be covered under Ring Protect Plus until you discontinue your subscription. If this applies to you, Ring should replace your broken Keypad. [https://support.ring.com/hc/en-us/articles/115005020643-Ring-Protect-Subscription-Plans](https://support.ring.com/hc/en-us/articles/115005020643-Ring-Protect-Subscription-Plans) [https://shop.ring.com/pages/protect-plans](https://shop.ring.com/pages/protect-plans) And another cool benefit with the Ring Protect **Plus** Plan is that you have the 10% off select products at Ring.com. And additionally, if you are in the USA, you may be eligible for additional Discounts if you fall into one of these groups. If you qualify, you can take advantage of additional discounts that Ring accepts, of up to 20% off! Through VerifyPass: - Military: Includes Active Duty, Veterans & Dependents. - Responder: Includes Police, Fire and EMT. - Medical: Includes Doctors, Nurses & medical staff. - Teacher: Includes Pre-K, K-12 and Professors. - Student: Includes Students with an eligible e-mail. - Senior: Includes Senior citizens (55+). Here is the link to get you started, if you are in one of these groups: [https://shop.ring.com/pages/exclusive-discounts](https://shop.ring.com/pages/exclusive-discounts) Thanks for sharing your story. I hope you find this other information helpful too. :)

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  27-11-2020 04:24:24

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  pzhang

  Hello @Boone, Thanks for the info! I do subscribe to the Ring Protect "Plus" plan. Kudos to the extended warranty. I'll definitely call Ring and try to get a new keypad and return the one I ordered a day ago. The tips are helpful too. I'm going to get verified and save on more devices :)

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  27-11-2020 04:42:41

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  Boone

  > @pzhang wrote: > > Hello @Boone, > > > > Thanks for the info! I do subscribe to the Ring Protect "Plus" plan. Kudos to the extended warranty. I'll definitely call Ring and try to get a new keypad and return the one I ordered a day ago. > > > > The tips are helpful too. I'm going to get verified and save on more devices :) @pzhang that is wonderful news that you **do** have the Ring Protect "Plus" Plan subscription! I didn't know if you were just "Self-monitoring" the alarm system yourself without a subscription plan. So yes, it looks like you'll have to endure the wait time on the phone with Ring (due to the Covid mess), but at least it will be worth the time, in order to take advantage of your Extended Warranty. :) Also due to the recent big Internet outage on Nov 25, that affected many companies including Ring, you might encounter a little bit longer delays. As Ring is phasing out the Ring Alarm 1st Gen devices in the USA, you might end up getting a replacement Keypad 2nd Gen, which is OK because all the 1st and 2nd Gen Alarm devices are compatible (can use 2nd Gen alarm devices with 1st Gen Alarm Base Station, and vice-a-versa too). You should telephone Ring Support for at [1 (800) 656-1918](tel:1-800-656-1918) : https://support.ring.com/hc/en-us/articles/360036196372-Get-in-Touch Unfortunately, due to the Covid-19, their available hours have been changed also: [https://support.ring.com/hc/en-us/articles/360041597471-Ring-s-Response-to-COVID-19](https://support.ring.com/hc/en-us/articles/360041597471-Ring-s-Response-to-COVID-19) I'm glad I was able to help, and thank you for the Kudo and accepting my post as a solution. I really do appreciate that. :) Take care.

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  27-11-2020 05:01:17