Top critical review
1.0 out of 5 starsSham Warranty Service, only evasion and stalling
Reviewed in Canada on November 18, 2023
I purchased 2 spotlight cams in July 2023 ; installation was easy and straight forward. In October, after about 3 months' use, one unit could not connect to the Ring network. Ring service team was helpful and walked me through multiple attempts to trouble shoot and restart, but to no avail. So they indicated a replacement unit would be shipped in a week, which did not arrive. In Oct 2023 I followed up with Ring, and then the service desk indicated that the shipment either went to a wrong address or could not be confirmed so considered "lost in transit", and another unit will be shipped within 5-7 business days. Two days later I got an email from Ring indicating the model was out of stock and was expected to be shipped in 6 to 8 weeks. I called support again, asking why Amazon.ca has stock in inventory to sell but I could not get a replacement. Ring indicated that the warranty replacement would come from Ring factory, not from stock at Amazon, and they themselves actually have no update as to an expected date when stock would arrive. So the malfunctioned camera has been working only as a decoy until Ring can replenish their in-house stock. I think the after sales service could use some improvement. Something for people considering this product to be aware of.
Jan 02, 2024 update - I called customer service again, this time the call center agent indicated an equivalent unit would be shipped to me within a week. And I received am email from Ring indicating the replacement order number.
Jan 08, 2024 update - failing to receive anything, I called Ring customer service again. This time I was told that there actually was no stock available and they had no shipping date available and within their customer service organization they had no path of escalation to reach someone who could do something about the situation. Instead, a one-month monitoring subscription was offered as compensation for the wait time now approaching 3 months, which I turned down.
How can an Amazon company allow such delay tactic be used on its customers? And instructing customer service not to allow customer escalation is totally inacceptable.
Would I recommend buying a Ring product at this point?