Nearly a year ago, I purchased a Ring doorbell, the hardwired version that also connects to my home’s physical doorbell.

One day, I noticed an alert in the app that the doorbell was no longer connected. I brought it inside, charged it, and no matter what I tried, it would not reconnect.

I deleted and reinstalled the app, updated everything, and even tried setting it up using my wife’s and a friend’s phones. The same issue every time: the setup freezes, and the app crashes. This happened across four different devices.

Eventually, I was escalated from standard support to what seemed like a local developer, who admitted he had never seen this happen before. After two and a half hours on the phone, he said my case would be escalated and that I would receive an email from Ring soon with next steps.

I expected:

“Here’s a box to return your defective unit, and here’s a new one since we can’t fix it. We're sorry for your time invested in our issue. Here's a free year of service to go along with all of your trouble and time.”

What I received instead: absolutely nothing. No email, no spam message, no follow-up at all.

Frustrated (and stupidly, in hindsight), I bought another Ring doorbell. I was told by the sales rep that it was the same model I had before. It was not. While it does hardwire, it does not connect to my home’s physical doorbell, which was the entire reason I bought a Ring doorbell in the first place.

Today, I called support again to ask about my original claim. The rep kindly walked me through all the same troubleshooting steps I had already done. I asked him to check the case notes, which took 15 minutes to locate. After half an hour, he told me they had put in a replacement request, but the model I have is out of stock.

So, I now need to call back in 5–7 business days to check on the status - WHAT!? Why can’t Ring simply create a pending order and fulfill it once it’s available? Why is it on me to keep calling to fix something that is not my fault?

At this point, I have spent 5–6 hours trying to resolve this and paid for two separate systems.

I would really appreciate some kind of resolution, ideally a proper replacement and refund. I am more than happy to return both units (the defective one and the “identical” one that was not) to make this right.

If not, I suppose I will be throwing this junk in the trash and moving on to a company that actually supports its customers when their products fail.

Has anyone else experienced something similar, or had success getting through to Ring for a situation like this?

Thanks in advance.