Horrible customer support and service

Horrible customer support and service

What’s wrong? Care to state why?

Bought my ring doorbell 11/23. It worked for 5 minutes and stopped. Called customer support. The rep was very nice. Sir, please send me a picture of the set up I had this installed professionally). She stated it was installed correctly, and they would replace the WiFi unit and they would expedite it…

Several days later I call back, asking why I haven’t received any tracking information on my parts. The rep was very rude. I asked for a supervisor. He stated they will call you in 15 minutes. Not really shocked no call back. The next day I called and talked with someone. He was nice and said they were going to escalate it and I would be getting a call within 24-48 hours. Not shocked I never got a call. After a few more days I chatted online. They reordered the parts, they needed to escalate the call to the next level again 24-48 hours…and again no call.

I have no tracking information, no service on a product I paid good money for, and 100% lack of trust in your services. We need to get this resolved

See my reason below

Hi @bmandesign. Thank you for sharing your feedback on the experience you’ve had with our support team. There may be some shipping delays associated with the holiday season that could impact the delivery of your re-ordered parts. Since this is a neighbor-to-neighbor support forum, it would be best for you to follow up with our support team directly so they can look at your previous calls and escalate this if needed. Please give our support team a call at one of the numbers available here. We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support.

I agree about following up, and I understand about Covid. But how many times should I have to contact them? It’s been 4 times already, and not once have they followed through with anything they have said?