Ring Doorbell Pro - Glass deteriorating

I have my Ring Video doorbell Pro for about 4-5 years and the quality of the image became very very bad.

The reason is the glass in front of the camera is degrading more and more over the months, with a ton of microscopic random scratches that cover the camera almost uniformly.

Given the look of the scratches, and the constant deteriorating, this is not human interaction. It just seems the doorbell aged not well at all with Luxembourgish weather (which is quite common and not very harsh I would say). 4-5 years of lifetime for the price of a doorbell Pro is not good quality.

For information, the scratches are like on the inside of the glass, as we cannot feel them with the finger.

Is there a way to replace the front glass?

Hey @emlux. There is not way to replace just the glass at this time and with this product, as the whole device will need to be replaced. I recommend contacting our support team directly, to see if you still fit within the warranty for the device or can work out the best next option for you so that you can have a Doorbell with a clear image. Please give our support team a call at one of the numbers available here. Let me know how this goes!

I am calling from Luxembourg but the provided support number does not work: +352 800 26 449
" the party you are trying to reach is not accepting call at this time"

Is there another way to contact or be contacted by support?
I tried email but it seems you stop doing support per email.

Thanks in advance

@emlux Hard to tell from that picture but did you peel off the protective film before installing the doorbell? Just to be sure its the glass and not a layer of film that has been left on.

Hi @emlux, happy to chime in here. At what time where you attempting to call the support number? Since you are outside of the US, please read our response to COVID-19 here to see how to contact support for some more information. You can also try the worldwide number at +1 310 929 7085 and see if that works better for you.

Indeed the worldwide number worked well.
As mentioned above, support confirmed there was no way to replace the glass. While my device was out of guarantee for quite some years, they gave me instead a nice discount to replace my current doorbell, and mentioned several components, including the glass, were upgraded since I initially purchased my model (I guess I had one of the first Ring Pro model). So let’s hope the issue will not occur again in few years
I will then replace my chime with a new model.
Thanks all

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@emlux I’m so glad to hear the worldwide number worked and that our support team was able to find a solution that worked for you. Thanks for taking the time to share your experience here in the thread and mark it as a solution as well, in case neighbors with a similar concern check this thread out for help. :slight_smile:

I have the exact same issue with my PRO model which i have had probably around 3 years also.

I’m in North Wales UK so its not the hottest place on earth either and I’m frankly shocked to have this issue on what should be a premium product designed and manufactured with materials that are correctly selected and of adequate quality to give many years of trouble free use !

Very disappointing.