Same here. I called the other day and got great support. It turned out that mine failed during an update on Nov 20. However, by completely disconnecting it from the power, waiting and then reconnecting it, the device powered back on, connected and finished the update. It turns out that mine does have a hardware issue that will not permit it to ring my chime. So, they took care of me by sending a Ring chime at no cost! The support person spent nearly 30 min on the phone with me and resolved it. I should mention that mine is just under 3 years old and long out of warranty. Kudos to Ring and their support staff for an excellent job looking after their customers!
Contacted Ring customer support on 12/7. My new 279$ doorbell died after 15 minutes. They would send out a new device but until now I didn't even get a track & trace code. Contacted customer support 2 times since then and always get the promise the case will be escalated. But still no response.
Thanks to everyone sharing their experiences. Here's mine:
2yr old Pro doorbell, device went down with the update Dec 1 while I was out of town, making my doorbell and subscription worthless. Disconnected it from power, rebooted and blue lights came on. Now won't work with my mechanical doorbell. Was offered a 35% discount off a replacement unit. I'll be looking at the competition.
Meanwhile, 14 days after receiving a 279$ doorbell that stopped working after 15 minutes.
First contact with customer support on 12/7. Promised a new doorbell would be sent out.
3 customer support chat sessions and 1 phone call later my support ticket was still pending and didn't move (that's what the support engineer told me during the call).
Each session got the promise my ticket was being 'escalated'.
Still waiting for a track&trace code and for my ticket to move...
14 days without doorbell already. Hope I don't get charged an extra 279$ for not returning the defunct bell 30days after my initial call.
This just sucks.
I'm on Ring Pro firmware v2.1.01005 too, and mine is working fine, so I don't think it's the firmware version. Something else may be going on with the doorbell hardware.
If mine dies, I'll post a follow-up here.
Does it try to download/install new firmware immediately after initial setup?
I believe that it does - at least I believe that mine did. During initial setup it went through all the motions and said it was connected to my WiFi but shortly afterwards, it disconnected. I re-ran the setup and it reconnected and it's been connected for the last several weeks with no issue. I suspect the initial disconnect was because as soon as it connected to my WiFi it found a firmware update available and ran the update and I caught it doing that which is why it disconnected and put me back through the setup.
So, to get back at my earlier posts, it did take Ring some time to send me a new device. But I received a new one 4 weeks ago and I must say that it works flawless since then. I must say that I'm very happy with the image quality (day and night) and the motion detection works very well. After my complaints about the failing new product they do deserve some credit about how the device is working for me now.
Only issue I notice is with 2 way communication (sound seems to get dropped at moments, aparently a know issue posted here elsewhere). A feature we won't be using very often.
Also, the firmware version stays at 1.16.00272. I've read here somewhere that they have stopped the rollout of the newer firmware due to issues (wise decision), so I guess that's what happened with my first device after 15 minutes (a firmware update resulting in a bricked device).