Ring motion sensor Camera fails to catch the robbery suspect

We have a serious situation with Ring motion detector camera not able to get activated when Suspect is breaking into Windows just in front of the Camera within 10 ~ 12 ft.The very purpose of this security Camera failed. Customer Support don't want to answer this question. Called few times and tired. They will hang up after some time. Very frustrating!! We have multiple Cameras installed already.We have no issues with Wifi strength, motion sensitivity is moderate to high setting and Camera view is good within reach. When tested few times, the Camera can't detect beyond 5 ft, our own movement.Don't know whom to approach for troubleshoot. Any suggestions please !