I’ve been a long-standing Ring subscriber since 2019 and I’m extremely disappointed with the way my faulty Ring Pro replacement has been handled.

My original doorbell failed and Ring quickly sent a replacement, but unfortunately the replacement was dead on arrival. I returned both faulty devices by UPS on 23 August, and Ring has since confirmed they were received.

Since then I’ve made several calls to Ring, had the issue escalated multiple times and been promised contact within 48–72 hours on more than one occasion. Nobody from Ring has contacted me.

I’ve now returned from a 10-day holiday and the replacement still hasn’t been dispatched. The people I speak to are unable to give me any meaningful information about the status of the replacement, the expected timeframe, or what the next steps are.

I’ve raised another escalation and a formal complaint, but after the previous promises I have very little confidence that anything will happen.

What disappoints me most is that, in a market with increasing competition, after-sales support is one of the things that should differentiate one company from another. Products can fail — what matters is how a company responds when that happens. In my experience, Ring has handled that part very poorly.

Has anyone had a similar experience, and is there a better way to get someone at Ring to take ownership of the issue and get the replacement dispatched?