Apologies for not being clearer. This is a synopsis of the call:
Me: my doorbell pro stopped connecting to WiFi and I am unable to reconnect it. There are no lights when I hit the reset button.
Tech: ah. I am pretty sure I know what it is. I am going to send you an email and I want you to send me a picture of the box that makes the ding-dong noise (I am not kidding. This is what he said, as if I’m an ■■■■■)
Me: I have taken the cover off and have taken the picture and sent it
Tech: is it grey and orange?
Me: yes
Tech: there was a firmware update and that is the old power kit. It will no longer work. I will send you a new one.
And so on…
There was no determination that my ring doorbell was broken or that my power was broken or that anything else was broken. He ONLY said it was the firmware update and that it would no longer work because of the update. He did NOT rollback the update because he could not confirm that it would not be updated again.