Ring Video Doorbell

xdoktor

Hi, this forum has been helpful to me so wanted to post my recent discussion with Ring CS.
regarding some issues we had with the (UK)Ring & 2 chimes we ordered and one of the chimes was DOA.

I'll post it over a few posts as its loooonng!

ta
Dok
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Me

Sep 2, 2:16 AM PDT

Hi,

I want to return order Rxxxxxxxxx

…..looked at this device from my wife's' experience with it who is not tech
savvy for a fair comparison.

1. One of the 'Chimes' does not work. DOA ...so a bad start...
2. App on Android - If accidently swipe away incoming ring no way to answer
the ring...visitor is confused....we were confused
3. No local storage of recordings and forced to use pay service for
something we already have on an existing system FREE.
4. Vague information regarding 'ringtones' on website....it really should be
clear that it is NOT possible to change ringtone on Chime.
5. App only seemed to only work in landscape mode on incoming ring...Samsung
Note 3 & Blackberry Priv. If our devices are too old/not compatible then
please provide a full list of compatible phones/devices.
6. No Windows 7 Support.(No biggie but still)
7. Unable to view camera on demand a feature (again) we have on existing
system.

I will say however that all points listed above aside...it does work when
out on cellular services...which is the whole point I am sure but simple
things above mean for now this will not replace existing system....
Please provide RMA/return info and as a Chime unit arrived faulty from you
we should not be liable for return costs.

Best regards

xdoktor

Hello,
Thank you for contacting Ring Community Support. I am more than happy to address each of your concerns.
1.   For the dead on arrival chime - I am sorry to hear that this had happened to you. We can send out a replacement brand new if you would like, though if you wished to return and have us cover the costs, we have a few steps we need to take.
2.   The Ring App on the Android - If you accidentally swipe it away, you should be able to access it by going into the Ring App, as long as you are within the 40 second time limit.
3.   Local Storage - We are working on options for local storage, though this storage is not required to have full function of your Ring Doorbell. It is only to record and save the events. Currently all of the connections go through the Cloud first, and if the cloud sees there is no subscription, it does not save the video. Once the local storage option is released, we will be updating all of our Neighbors in a News Letter as we do with every update.
4.   Ring Tones - We are working on making the Ring Chime able to have different ringtones as this feature is highly requested. We have been releasing software to help update the Ring Chimes, and we do expect them to be customizable in the near future. Once this feature is released, you will also receive a News Letter.
5.   Compatibility - We are compatible with most devices, and for your Note 3 especially. We are not compatible with BlackBerry, and do not offer support for it. As for the Note 3, if you have the camera lock on, it will always open in landscape mode when someone Rings the Doorbell. If you have screen lock off, it will open to however your phone is upright.
6.   Windows 7 - Windows 7 is not supported because Windows 7 does not have apps. The only way to access the Ring Doorbell directly is from the Ring App. You can however view your videos at any time by going to www.ring.com and selecting the account page.
7.   Live View - We do have the Live View feature for our Stick Up Cams, and for hardwired Ring Doorbells. We are working on making the Live View active for the Ring Doorbell, and getting the Stick Up Cam Live View while battery operated active first was the first step in this process. The Live View will make the battery have the need to be charged much more often than normal, which is why we are fine tuning it before releasing it as well as an update with a News Letter to all of our Neighbors.
We are currently not accepting any more beta testers, but it could be possible that we will in the future.
If you would like a new replacement Ring Chime, I can assist you in getting the process started. If you would prefer the refund, please let me know. I look forward to your reply.
Best,

Ring Community Support

xdoktor

Me

Sep 6, 6:34 AM PDT

Dear Ring,

Thank you for clarifying all those points below.

Can you clarify further ‘point 7. ‘hardwired’…does this simply mean ‘mains powered’? or is this a pro doorbell?

Otherwise I would like to return the whole package for a refund and wait until all these upgrades, in particular local/owncloud storage(hardwire point excepted) have actually happened as until then our existing system will remain L

Best regards


(Ring.com)

Sep 6, 8:01 AM PDT

Hello,

No worries, I'm happy to elaborate. It means that it needs to be either wired to a pre-existing doorbell or that it needs to be hardwired or connected to a transformer. It needs to be receiving a constant power supply.

Let me know if you have any other questions.

Best,


Ring Community Support


Me

Sep 7, 1:50 AM PDT

Thank you,

Please action the return for all items for return/refund please.

Ring.com)

Sep 7, 1:59 AM PDT

Hello,

Thank you for reaching out about the refund process. You stated that your Ring Chime was completely unresponsive on arrival, and you would like a full refund.

We are happy to replace the defective unit or assist in a refund. According to your recent email, you now want to return all items, is this correct?

Best,

Ring Community Support

xdoktor

Hope this helps others

AndyCr15

Yes, that makes sense, but there is a big difference of motion being detected by the doorbell and motion being answered by the app.  I don't answer it in the app and the doorbell won't ring, which can't be right.

Steroc

Mine is hardwired and the chime rings with every press of the button as it would with a normal button regardless of any settings or whether it's been answered through the app or not. Mine is an old bell type chime and if you hold the button in will ring continuously while the button is pressed as if it operates independently of the software.
Perhaps if yours runs of battery it may be a battery saving feature that won't ring if it detects your phone is on the same network and has received a motion alert. Just guessing, can't find any documentation that suggests such. If it's the plug in ring chime then it will be software controlled and will probably behave the same as the app, that could be the problem.

AndyCr15

You're suggesting if you have a Chime on the same network as the doorbell (isn't that the only way to do it?) then nothing would ring?  That would render everything useless, I can't believe that would be how they would have it.

I agree that I think it's a battery issue.  What annoys/worries me is support don't suggest this, they assure me it functions the same on battery as hard wired.

bigbfan

Looking at making the purchase of a ring doorbell.. At the moment i use a wireless doorbell with no wiring in place.  Does the ring door bell work with POE and can it use ethernet connectivity over wifi?  Not sure my wifi will reach the front door

i2EHN

Door bell doesn't have poe. You can get a cheap wifi extender and plug it near your front door to extend the wifi. The Ring is amazing and works like a dream if your wifi is solid.

AndyCr15

Having returned home from holiday, I tested it twice today and it rang both times, right away!

I didn't get a notification on my phone, but I think that's the Honor 8 I'm using being rather battery saving aggressive and not letting apps work with the screen off.

I wonder if it had a firmware update in the last two weeks that has helped?

Ring want me to sent this one back too, but I'll wait a few days now and see if it's okay now (still on battery power)