Top critical review
Major purchase ended up being a disappointment
Reviewed in Canada on August 18, 2018
I was initially very excited when I received these cameras. After I started using them I noticed that Ring app individual device history used GMT 000 time while overall history summary used my local time; as a result, my motion alert schedules never worked. I received motion alert 24/7 even when I was home. It was annoying to receive alert on my phone every minute my kids spent playing in the backyard.
I contacted Ring to seek help. In two weeks I contacted Ring via email and phone in an attempt to resolve this time zone issue. The only answer I got was that Ring would bring the time zone issue to development team's attention but Ring was unable to provide a definite timeline. I was told that Ring preferred to settle this issue internally. After two weeks I figured there was no solution to this issue so I emailed Ring to ask for the next step to settle. I waited three days but I never got a reply. I called Ring on Aug 18, I was advised to return the cameras to Amazon.
Amazon was very helpful and agreed to extend my return deadline.
What I dislike was that Ring kept me waiting for two weeks without giving me any clue or idea that they were actively trying to resolve the timezone problem. I had to initiate contact each time. I wish Ring could take a more decisive approach, like Amazon did, in resolving the issue. For example, it could be "I will call you back in 2 days to give you an update. If we are unable to resolve the issue within one week we will issue a full refund or replacement."
It was frustrating enough to buy a product that never worked as well as it was intended to; waiting a long time to get a "solution" compounded the whole negative experience I had with this purchase. I truly wish Ring could do a better job in handling customer complaint like mind.