Is anyone else having trouble with Ring Customer Support and getting a warranty replacement with their RIng Protect Plus Plan?
I called in because I have a defective Chime and Keypad and got a rep in the Philippines who worked with me for 26 minutes and then said they needed to transfer me to another department for assistance and of course, I was transferred and dropped.
So I called back in and once again got another rep in the Phillipines and when I tell them the steps I already went through, they told me they need to verify them again as there are no notes on my account.
So after another 15 minutes, I am transferred to Ring Alarm Support and after 38 minutes, I am partially taken care of with one item being replaced and another item being escalated to a 3rd department. 79 minutes wasted time and I still have to call back in to get my keypad taken care of.
Is Support this bad for anyone else?
I’ve had one warranty replacement of a contact sensor so far, I’ve been a Ring Protect subscriber for two months. I had a false alarm wake everyone up at 3 in the morning three weeks ago due to a sensor that was going crazy with tamper alerts. I spent 30 minutes on the phone with support (again, this was 3am my time) and the rep was very helpful assisting with troubleshooting before he placed a warranty replacement order. So it was all with one person and took maybe an hour total on the phone. My only complaint (other than being awoken by a false alarm at 3am) was that it took 5 days for the replacement sensor to arrive. I figure with Ring being owned by Amazon they should ship 2-day Prime.
Sorry to hear about this experience, @treihing! Thank you both for sharing your feedback on our support procedures, consider this shared with our teams here. In the meantime, the best way to ensure all of your devices in question are replaced, please continue to work with our support team. Our team is always solutions driven, and is likely ensuring that they are permanently resolving your concern. As you are covered with Protect Plus, however, a replacement should be no hassle once deemed necessary!
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.