I am a disabled user in the UK. I have had a Ring products for about the last five years.
I have a stick up camera in my outdoor craft room for security. This seems to work well with no problems.
I have a spotlight camera in my back garden for security. This has a wired solar panel which appears on the app under device, and says solar status connected.
I have an indoor camera for home security.
My final item is my Ring video doorbell 2.
I have had this for approximately two years. As my health has deteriorated I decided to get the solar panel for the ring video doorbell 2 as it would mean I don’t have to change the battery every other day as my front door is in direct sunlight approximately seven hours a day.
I ordered the solar charger on Amazon and it arrived two days later. Unfortunately although I definitely ordered the correct charger, as advertised for the ring video doorbell 2, it arrived with a micro USB connector on it, and not the two pin connector which is on the back of my ring video doorbell 2.
I phoned Ring on 02.09.2020 and spoke to a gentleman who I assumed at the time was in training, as his product knowledge seemed very limited and he did not seem to know what I was talking about.
It took about 30 minutes for him to understand what my situation was, and that all I needed was to confirm if there was a different connector for my solar charger. He finally said he could resolve the problem by sending me the correct solar charger and I can return the old one.
I explained that due to the current Covid situation that I was not going out and I am still shielding due to my health, so I can’t get to the post office to return the original solar charger.
he said he would arrange a collection and asked me when I would like it collected. I said that he could arrange the collection for the Friday.
He said he would have to charge my account for the new solar charger and that I would be refunded when they received the return.
On the Friday the new solar charger was received but the old one was not collected.
I fitted the new charger on the 5th September. Not an easy feat for me to do, and it took me a while due to my health.
After fitting the new charger I wondered why it was not seeming to be working so I change the battery for a fully charged battery and waited a while longer. The battery went down and the solar charger did not say connected on the app.
so I decided to phone ring and talk to them about it. Also to remind them to collect the old one.
First of all they said they would collect the old one on Monday.
The lady I was talking to then went on to ask me really basic silly questions even though I reassured her I knew what I was doing as I am a technical person. and I know that I’ve installed the doorbell correctly with the solar charger.
She then asked me to take a photograph of the doorbell in place with the charger so I did & emailed this to her.
she confirmed I had it set up correctly.
She then tried to tell me that sometimes on the app it doesn’t say connected on the solar charger when I know it does.
I then asked her if she had to use the products herself, even handled or seen the products herself. I asked this question because she seemed to be reading from the website, she did not seem to have any product knowledge firsthand of her own. She told me she has never use the products and has never handled them.
At this point I asked to speak to somebody who had firsthand experience and knowledge of the products. She told me there was no way to put me through to somebody she told me there was nobody who could help me except her and even if there was somebody else they would say exactly the same as she did. I also asked where they were based, and was told that they were in Egypt.
She said somebody would call me back. It is now 10 days later, the solar charger has not worked at all in that 10 days, and guess what…… I have not heard from anybody.
so I currently have two ring solar chargers, neither of which work with my doorbell.
I am waiting for at least one of them to be collected.
I am waiting for a call from somebody who knows what they’re talking about who can help me.
I cannot believe how bad the customer services is, for a company that seems to have very good products.
I am currently losing all trust in Ring and hope that somebody might get in touch and sort this out.