Ring Video Doorbell
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 !!
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18-05-2024 08:24:49
Responses (4)
- A
There are some nicely machined screws with security heads that fit the device to the bracket. In the past people have used the wall mount screws for the bracket which had a pointy end to fit the device to the wall bracket. I think this is the issue they are trying to highlight. Have you not got the security bolts in the box?
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19-05-2024 12:08:39
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- J
Hi @user82372. Can you please post a screenshot of the message you are seeing stating that security screws are missing and that you will receive a promo code? The screenshot you shared is not about missing screws.
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20-05-2024 06:04:48
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USorry for the french but this is what I had during registration. This is supposed to be the procedure to follow toget the screws. 1) clickable link to ring.com, does directly to the kit… 2) copy and paste the promo code in the interface to have free kit & shipment… Unfortunatly when I use the promo code it fails… support told me that they can’t help me (based in Cairo), so asking me to return it to amazon.fr. I already went through the replacement process, but getting a new device only for two screws is weird… + the fact that the “App” is clear, but support is not aware/ I hope it helps…
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24-05-2024 01:55:06
- J
@user82372. I apologize for that inconvenience. I am glad you were able to get your Doorbell replaced. If you have any issues with missing parts again, please reach out to our support team for further assistance. They have access to being able to assist with those types of concerns more than we do here in the Community.
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27-05-2024 08:59:30
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user82372
This is the email I receive, asking me to contact support… but support says they are not aware and can’t provide support ;-(
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18-05-2024 08:27:25
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