Is Ring Warranty/Customer Service a scam or just completely incompetent?

Has anyone ever had a warranty replacement from Ring? I purchased a Spotlight Cam that was DOA. I reached out to customer support and was told a new one would be sent out within 3-5 business days. That was over 2 1/2 months ago. At this point I'm not sure if Ring is just the most incompetent company I've ever dealth with or if this is some kind of scam. I have reached out 7 times since then, and every time it ends with "Sorry, the previous request wasn't processed correctly. We will ship your replacement in 3-5 business days". It has now been almost 3 months, they refuse to refund my money, and I'm still going through the same "We'll ship it in 3-5 business days" every time I contact them. The last person I dealt with said they had been with Ring for over 4 years and assured me this was finally handled. It's been 2 more weeks since then and I still don't have a replacement. At this point I feel like Ring is either the most incompetent business and customer service I've ever dealt with, or there is some kind of scam going on. They've definitely scammed me out of my $200 and a bunch of my time trying to deal with this.