Ring doorbell pro defected need help

I am hoping someone can help us. We purchased a Ring Pro Video Doorbell from ABT electronics in Glenview IL. on 8/3/2019. We had the Ring Pro installed by a professional electrician along with the proper transformer and wiring. The Ring Pro has been working wonderfully until recently and we have many neighbors and friends that have purchased Ring products based on our glowing recommendations. The problem that started several days ago consists of the Ring Pro showing off line and not connecting to Wi-Fi. I have tried power cycling my router and Eero Pro Mesh device. The other devices in our home have connected to the Wi-Fi all except for the Ring Pro. I have tried power cycling the transformer for the Ring Pro and this has not helped. On 7/30/2021 we worked with a Ring representative via phone. He had us press and release the orange button on the Ring Pro. The Ring Pro seems to not want to go into the Wi-Fi programming mode as we do not get the rotating white light to occur. He thought that possibly the transformer was not supplying proper voltage. While he waited we replaced the transformer as we had a spare of the proper type available. Replacing the transformer did not correct the problem. The Ring representative had us press the orange button for 30 seconds to perform a master reset. This also did not correct the problem. He then stated that our ring Pro was defective and we would have to purchase a new one. We were quite stunned that spending the amount we did on a top of the line product resulted in less than two years of service and we would have to purchase a new one. We called Ring customer service again and spoke with another representative. He tried to help and had us quickly press and release the orange button with no success of entering Wi-Fi programming mode as the white light did not rotate. He also had us hold the orange button for thirty seconds. The Ring Pro now displayed a single white light rotation followed by an on and off white light sequence. He indicated it seems like the Ring Pro may be doing a firmware update and to let it complete and the unit should then allow the Wi-Fi programming function to be entered. The following day we observed the Ring Pro and noticed that now the white circle was staying constantly illuminated. We pressed and released the orange button but the white light just stayed illuminated and is not going into the rotating white light Wi-Fi programming mode. We tried to press and release the orange button several more times over the course of and hour but get the same results of the white light staying on constant and not entering Wi-Fi program mode. On our phone is just shows offline. On 7/31/21 we called ring support again. The representative had us preform the same diagnostic steps once again. She then had us take pictures of the transformer, power kit as well as the rear of the doorbell. After all of this she concluded the ring pro is defective and we would need to purchase a new one. I noticed there are lots of people online starting they are having the same problem as I am. How can I get in touch with a supervisor or 2nd level support to resolve this issue. I really want to love the ring pro but having it fail in this short of time is unacceptable.

Thank you,

Sorry to hear about this experience, @Parcand! It sounds like the root of the Ring Pro concern may be power related. As long as there are lights on the Pro, this means it is attempting to power up. If the Doorbell Pro is not entering setup mode, there may not be enough power to the door, despite an electrician installing it. Here is a checklist I made that will cover most power related factors for your Doorbell Pro.

Depending on the store of purchase, they may have the ability to offer an extended coverage or return policy. As for Ring, we also have a warranty page here with information, and a Protect Plus subscription will extend warranties, as long as you subscribed prior to the initial warranty running out.

As this is a public neighbor to neighbor Community forum, our support team does not monitor this platform. While there are Community team members and neighbors here to offer guidance, any specific support or account related inquiries are best handled with our support team. 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.

Hello Marley_Ring,
I had my electrician come out again and verify our power source is working fine. More money spent now trying to get this Ring Pro working.
The store we purchased the Ring Pro is a large retailer. They offer an extended warranty on nearly all of their electronics; however, do not even offer an extended warranty on the Ring Pro.
We have spent a lot of time on multiple calls to Ring support and have gotten nowhere but frustrated. One service rep was supposed to call us back and never did.
We spent a lot of money to buy the Ring Pro because we thought we were buying a top of the line product. A top of the line product should last more than 2 years. Doing more online research I noticed there are a lot of people out there with the same exact symptoms we are having with the Ring Pro so this is not an isolated instance. The unit is defective and Ring should own up to it and offer a goodwill replacement.
We are looking to add motion lights and a security system to our home and we have no problem giving our business to a company who actually cares about their customers and stands behind their high quality products.
Is there any way we can speak to someone at a higher level in service or someone in corporate who cares about his/her customers?
Thank You