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"they're penetrating the bureaucracy!" - Frustrated by poor response from Customer Support
I am very frustrated that I've contacted Ring four times in the past week to get a status on parts missing from my $400 order and cannot get an answer. My issue was "escalated" to account logistics, it took "Patrick" three days to respond and he's sending the wrong parts. I tried calling again last night and got the same "escalation". It seems I am going to have to wait another week to find out if someone will help me. They sent all of the accessories, but not the alarm base. I'm dead in the water, I can't even get started. It's making me question if I can trust Ring to monitor my home; Will it take them 72 hours to respond to an alarm? It feels like the scene from the movie "The Incredibles" where the boss at the insurance company yells at the dad for being too helpful, "they're penetrating the bureaucracy!" Does anyone have any tips on how to reach a real person in account logistics?
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03-09-2021 10:42:25
Responses (3)
- R
@wired I'm in the same boat. Ordered a bunch of stuff earlier this year. Around $800 worth. Missing my Echo Show 10 + Outdoor Smart Plug. Was just "escalated" to account logistics today. I've gotten a hold of support a couple of times because of the missing items. First two times was because they were out of stock and back ordered. "But rest assured, when they are in stock, you'll receive your items". This was back in June. I have received everything else.
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03-09-2021 19:08:11
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- W
UpdateI finally heard from a Neighbor Advocate after sending an email to the president of the company. The best they could do was tell me the part I ordered on August 20th would not ship until OCTOBER 22nd. They gave me the option of waiting or returning my order. I am just so very disappointed. TERRIBLE, TERRIBLE, TERRIBLE.I have decided to return the entire order. Unfortunately, I prepaid for the ProtectPlus through May. I will use the time to find a replacement camera platform.@wired
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17-09-2021 01:25:19
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trail-explorer
Sorry for your frustrations. There is really no alternative than to just call again. Ask for a manager or supervisor and express your frustrations. Try to get their direct contact info and ask for email followup. See if you can get an email from the person while you are online and see if they can see a response to that email.
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03-09-2021 15:36:54
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