Motion Sensitivity picking up pets when set for People Only

:smiley:

Theres no way i am going to allow them to brush this under the carpet! until they provide a workable solution or official response explaining whats wrong.

If they need to to replace all the cameras to get this right then they should do this with no charge to the consumer because lets face it thats what we are now to them consumers not NEIGHBOURS!

I just got done sending screen shots, videos and mac addresses to support. I totally felt like they were blowing me off. I also told them to check their own community. This is not an isolated issue. It is consistant and repeatable. I have been a big fan of their Doorbells etc, but this is a show stopper for me. If there isn’t a timely response I will just replace all the cameras with another vendor. Enough is enough.

@B-H wrote:

I just got done sending screen shots, videos and mac addresses to support. I totally felt like they were blowing me off. I also told them to check their own community. This is not an isolated issue. It is consistant and repeatable. I have been a big fan of their Doorbells etc, but this is a show stopper for me. If there isn’t a timely response I will just replace all the cameras with another vendor. Enough is enough.

Thats how i felt like they were blowing me off, they intially tried to go through the standard trouble shooting process with me and i soon told them straight that they are not wasting my time with going through this as i have done all this several times and there is nothing new they can tell me to do and it was not going to make any difference in resolving this, but they kept me on hold for ages to get me in touch with the “higher tech” whoever they are! they remotely accessed my video footage and i sent them snapshots etc. which they already they had from my last interaction with them.

Just makes me think they follow a script and just think we are stupid and they try to look like they are helping us with the issue and they end up having to pass it higher like if that makes you feel reassured!

Just a shame with all the effort and time spent putting these devices up, drilling through walls and feeding the wires through (wired cams) for them to just be useless! i will be more than happy though to return them for a full refund if that becomes an option but to just rip them all off and start again with another vendor will be painful as its not even been 2 months since i brought them.

I just purchased two of these floodlights and have the same problem with animals setting off the sensor when set to people only. Looks like this has been an issue for months and may never get resolved. What a disappointment.

@Cypro wrote:

I just purchased two of these floodlights and have the same problem with animals setting off the sensor when set to people only. Looks like this has been an issue for months and may never get resolved. What a disappointment.

I feel for you, if you still have time return them for a full refund and hopefully RING will eventually step up a gear and sort this mess out :dizzy_face:

UPDATE!

Here is the update from RING chat advisor on the ticket i raised with RING which was esclated!

“So here’s what our advanced technical found out, the most recent version of the firmware has caused issues with the motion sensitivity, they have rolled it back to the previous firmware. If you can just reset it and set it back up one more time, it will update. After the reset you may need to monitor the device and If that does not work then we can replace”

I explained that the reset process has happened so many time and they are going to ship out replacmenets for all the camereas i have, and said this will resolve the issues… i am not holding my breath.

So how do the rest of us get satisfaction? I would like Ring to come on to this chat chanel and speak to the rest of us who are being awaken when a stray varmit crosses our cameras. What are they going to do for us?

@YouStayOut wrote:

So how do the rest of us get satisfaction? I would like Ring to come on to this chat chanel and speak to the rest of us who are being awaken when a stray varmit crosses our cameras. What are they going to do for us?

Personally i wanted what i was told over the phone about there being a firmware issue in writing and i got it through chat, they kindly sent me the full chat transcript that covers it.

So now that its officially coming for the “Advance Technical” team, RING needs to make an official annoucement for all those who are affected by this to be offered solutions so be it replacements. However i do doubt the replacements they send me will resolve the issues because this goes back to my opinion posted before about these devices actually being able to update OTA?? why cant they be rolled back to the firmware that worked by themselves, why cant they push a firmware update automactically? even when i went through trouble shooting before i reset the device and it didnt work!

To suggest re-setting up the device is troubling. Why not issue a firmware fix that can be done remotely. The reason for security devices is to protect while away. So the fix is to be home and set the device up again! That could be a while for some people. Their whole attitude is terrible. They clearly have an issue that happened with a firmware upgrade since my devices did not always do this. Just getting them to admit there is a issue is problematic. I agree with the post regarding Ring Support issuing an official response in the Community.

Don’t put up with Ring’s response. Demand that the call be escalated and demand that they replace the device. This is the only way my previous issues were fixed. I appears that since they’ve been bought, Ring’s products and support organizations are trying to compete with comcast for the worst customer support organization award!

They just replaced two of my devices in January, yet they still have the issue. No change whatsoever.

I’ve had devices replaced 4 times before getting a device that works… make sure they send you a new device instead of a refurbished device…

@DavidAugust wrote:

I’ve had devices replaced 4 times before getting a device that works… make sure they send you a new device instead of a refurbished device…

I did ask that question and they said they were sending me new devices! but how do you tell the difference? what do you look out for?

They told me the same thing and after it didn’t work, they let it slip that it wasn’t new… so they lie…figures…I’ve lost all trust in Ring Support… all you can do is keep asking for a new replacement…at some point management will realize that their costs are going thru the roof for device failures…

@DavidAugust wrote:

They told me the same thing and after it didn’t work, they let it slip that it wasn’t new… so they lie…figures…I’ve lost all trust in Ring Support… all you can do is keep asking for a new replacement…at some point management will realize that their costs are going thru the roof for device failures…

So i am guessing there is no way to know then if the one that eventually works was new or refurbished! the one that worked for you was there anything different about how it was packed etc. or are you assuming it must be a new one?

Personally i wont be going back and forth with replacements as i will just ask for a refund like i did with the solar panels and battery cams.

Packaging looked to be the same… The firmware update right away… The other device’s firmware wouldn’t update…

@DavidAugust wrote:
Packaging looked to be the same… The firmware update right away… The other device’s firmware wouldn’t update…

Ok so watch out for the set up process going ahead onto a firmware update! interesting i will be lookin out for that.

1 Like

If the firmware indicates a version number then it is NOT updated… It should read up-to-date…

Mine says up to date and I got the 1am cat alarm last night. If I would have known this was going to be such a bust I would not have gotten one of these. I would have put a doorbell up at my shop instead. I dont see much faith building in the Ring system, they want your ideas so how about a floodlight cam that works as advertised, that would be a novel idea.

@DavidAugust wrote:
If the firmware indicates a version number then it is NOT updated… It should read up-to-date…

Well didnt help my current cams with them always showing as being " up-to-date". I shall watch out for this when they arrive.

Had an alert at 4 am this morning could not wait to see what it maybe… stray cat again!