Burning Smell, Ruined Doorbell, and No Help from Ring

We have experienced the same issue! We followed the installation instructions exactly as stated. The Ring was working well for about a day until it suddenly disconnected and the video was no longer viewable. After that we started smelling a burning smell from our doorbell chime and it was hot to the touch. The chime seems to be stuck in the “on” position so something electrical is airy. Out of fear of burning down our home we have since disconnected the chime (along with the ring device) altogether.

We contacted customer support and after being transferred 3 times we were told we need to pay for a trade call fee of $99.99 for the service technician to come out. At the end of the call (and after providing my credit card information) the customer service rep informed us there would be an additional $65 fee per hour after the first hour. We asked if Ring would pay for any additional hardware required to remedy the problem that their product caused but the rep kept just wanting us to have the service technician come out to assess (and have us foot the bill). The ring (from Costco) was already $200 and we fear a new doorbell chime is needed since we think ours is now fried. We didn’t schedule the service fee since something is not right here and we shouldn’t have to pay for a faulty device that we already paid for.

Can anyone say if/how any of these issues were fixed? We are not satisfied with the customer service we received and feel like we are in a bit of a pickle here as far as next steps.

Ring Video Doorbell 3 Aug 17 2022 at 1:00am this happened to us. Buzzing noise as if the house chime was engaged and horrible burning smell; i removed and it stopped. I reinstalled and no issues so far. If you are not home I don’t know how this ends well. I have not tested our chime without the Ring 3, but, would imagine the traditional chime is fried or damaged, will inspect later today. For everyone’s awareness; this can be reported to www.saferproducts.gov

Hi neighbors, your safety is one of our top priorities. When installing your Video Doorbell onto existing doorbell wiring, a burning smell or buzzing noise can indicate that the Doorbell was not installed properly and is not receiving the correct amount of power. You can find installation instructions for each Doorbell model in our Help Center by searching for the model of Doorbell you have. It’s important to ensure you’re following the instructions for the model of Doorbell you have so it’s installed properly. For help with the wiring, we recommend consulting a qualified electrician for assistance.