I growing tired and agrevated with this Ring doorbell. I had it setup and working a few months ago but not installed due to some unforseen medical issues but last week I powered it back up and started to move forward with getting it installed.
I charged it up and soom discovered that I could not access it. After a few hours I realized that it was not recognizing the phone I had used for setup. So I went to the website and discovered my Ring was no where to be found within my account.
After contacting Support I was informed that the Ownership was with someone else and NOT ME.
After proving to customer support that I was the owner with the purchasing information, my address, my phone number, my email address as well as the MAC address of the device the conversation ended with them say "Thank you! We'll get back to you after we attempt to contact the owner in 24-48 hours."
Wait a minute. I am the owner and I just proved it.
So now it has been days and still no word. Yesterday, 12/26/19, I contacted Support again. They still do not have an update. They have not heard back from co called "owner".
So it seems they are placing more sweet Customer Service charm to the person who has my Ownership rather than addressing the issue with the one true owner...ME.
So I truly Hope that no one is experiencing this awful customer service.
Been there and done that, and done that, and done that. I'm tired of doing that.
Me being the customer has grown tired of the endless apologizes and the lack of stepping up to help this new customer.
Sounds to me like someone hacked your system then claimed YOUR ring as theirs while you were down. I would return it to where you bought it and get a new one; then start fresh all over.
PS... they are doing the best they can with th information they have. Afterall for all they know you are the "scammer" saying it is yours when it is your neighbors, and they don't want to give access to a hacker with all the Ring/hacker stuff that has been making the news lately.
Hi @bshearer61, sorry to hear about these frustrations you have experienced. How are things working with your device now, was support able to get everything sorted for you?
Yes, my ownership has finally been restored back to me and two-factor security is now active. I won't go into the details but I had to go around customer service.
I have not had great results with customer service. My video doorbell was hacked by porch thieves. Somehow they were able to blank out the video of them steeling the package. A video a few minutes before the blanked video shows the package there. A video a few minutes after the blanked out video show the package gone. I called customer service to report it. Customer service verified what had happeded from their end, but after being on hold for 20 minutes, they came back and said that what they were seeing was impossible, so they just blew me off.
They said that it was impossible for their doorbell to be hacked, even though the WhiteHouse has been hacked, the Pentagon has been hacked, BOA and Wells Fargo have been hacked, and all three credit bureaus have been hacked, they claim that it is absolutly impossible to hack a video doorbell. Jesus, how stupid do they think we are!
They need to fess up to the issue, find the hole, and fix it.
I would check with whomever you were expecting the package from about the delivery status. I would then also ask UPS or whomever delivered it if perhaps there was a mistake and they re-picked it up and took it somelace else. I don't know for sure, but I don't think the porch pirates can disable your Ring videos (short of stealing the Ring itself.) I notice on my videos they only record for xx amount of time and some recordings end before the movement has ended. I would also ask all of your neighbors if they have a video door bell or any sort of video recordings and if they have any videos from the time your package went missing. If you really feel strongly about it I would ask to speak with second tier Ring support or advanced support; whatever Ring calls it. If after doing all of those things you still feel there is a problem with your package I would turn those videos into the police.