I’ve been a long-time Ring customer and chose to continue using Ring for a new home build because my family relies on it. This home was specifically built to be fully handicap-accessible to support my child, who has Autism and Rett Syndrome and is non-verbal, so dependable security coverage is very important to us.

I purchased 11 Ring cameras in advance and kept them unused and unopened while the home was under construction. When Ring announced 4K and POE cameras, I contacted support even though I was outside the standard return window. After extended communication involving Support and Logistics, a full exchange was approved so I could upgrade. I paid the price difference and provided MAC IDs only after confirming that opening the boxes would not affect the exchange.

The approved replacement was 8 Spotlight Cam Pro (4K-POE), 1 Wired Doorbell Pro (4K), and 2 Floodlight Cam Pro (4K). I was informed the items were available and delivery was scheduled to align with professional installation.

When delivery arrived, I received the doorbell and both Floodlight Cam Pro units correctly, but 3 Outdoor Cam Pro units were delivered instead of Spotlight Cam Pro, and 5 Spotlight Cam Pro (4K-POE) are still outstanding. Support has confirmed that not all items were included in the shipment, but I have not received documentation outlining the final exchange details. I was later informed that fulfillment timing for the remaining cameras has changed since the original approval.

This has delayed installation and created gaps in coverage during a critical transition period. I’m requesting moderator assistance to review this exchange and help complete it as originally approved so my family can move forward as planned.