You need to be clear with customers that have purchased new Ring camera devices marketed with a functioning snapshot feature, which contain old hardware the new snapshot firmware does not support. This should sound familiar to you.
To be clear, we purchased a Floodlight camera in December from Amazon, had a problem with it, received a replacement unit from Ring containing old hardware which is preventing the firmware update to complete. It appears the Ring Pro doorbell has the same or similar root cause since a unit coming from Amazon has the same issue.
Shame on you for failing to obtain a passing grade on new firmware in the backwards compatibility test space before marketing a feature on your site.
Take ownership, would you? This is not my problem, it’s yours, these suggestions may help. Provide your level 1 support with info so they can escalate the calls instead of your customers having to kick and scream their way to level 2.
Develop bookends for when the issue started and stopped, sort remaining inventory to stop shipping defective devices.
Then run a quarry to those MAC IDs with bad hardware that recently came online this past month since the feature released. Those need to be the cameras that get the updated firmware first before anyone else. Understand, we purchased a device that doesn’t work that was for sale on your website with a feature called snapshot.
I’d like to speak with a customer service manager on this issue. Calling your hotline doesn’t work since today I spent 2 hours on the phone with greater than level 1 support, including at least 1 supervisor. Not to mention the 6 agents of spoken to over the past week.
I would like to be compensated for the disruption and inconvenience Ring has put me through. Getting this far was a nightmare.
Respectfully, I wouldn’t mind being on your payroll for a week to take all your customer calls for this issue now that I know more about it than most of your level 1 tech support reps.