I needed to reset my network SSID and password today because I changed my WiFi network. It was very, very difficult to perform a reset on my Video Pro Doorbell. It appeared dead. After trying to use the side button to put it in setup mode to no avail, I tried several hard resets (15 seconds) and could not get it into setup mode. Finally it did, but I fear the device is very close to failing completely. This is a crucial piece of my home security network. How do I get this replaced?
Hey @ALTOFred. You can check if you are within warranty following the information here. If you are still unsure and want to double check or do advanced troubleshooting on your device, 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. 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.
I did not need to review the warranty page, as I had done so before contacting you here. I did call the Customer Service number you linked in your reply. Please note, there are NO warranty options on the customer service phone queue, so I selected billing questions. I was connected with someone who barely qualified as an English speaking person. With many difficult backs and forths (also note he was answering from an offshore crammed phone center that was very noisy which kept him from hearing my answers). After answering each of his questions three times, he did process a warranty replacement of my Video Doorbell. Time will tell if this process works, but it is clear that Ring does not consider warranty support a priority based on your website providing no direct access to log a warranty case, the customer call center not being based on US soil, and the extremely poor quality connection with a non-English speaking person in order to replace failed equipment using your touted Protection Plus Plan.
Thank you for the update @ALTOFred! I’m glad to hear you were able to reach a representative and process a replacement. I also appreciate you sharing your experience, as we value our neighbors’ feedback, and will pass this on to the appropriate teams.