Ring Subscription DOES NOT really have lifetime storage
RING is being super-deceptive
They say there is lifetime storage of your security videos, but really its only storing the videos, including those already recorded, just as long as you pay your monthly/yearly subscription. Now I understand the concept of needing to pay for storage and maintaining an account.
But what I mean is I had years of videos, favorites and shared videos which are just POOF gone because I had a credit card failure preventing an annual renewal.
* NO in-app notification.
* NO history problems with the videos over the last few weeks.
* The video problems only started showing up today, even though the so-called account problems started 2 weeks ago.
* NO SMS notices, even though my account is 2FA and signed up with my phone number.
* WHEN I paid and the account was re-activated ALL my history is still there, but the videos do not play and give an error.
So in a complete failure of customer service, they cant do anything. They can't restore my videos, they can't fix my history, they cant' recover my account. I am just screwed.
Oh yeah, they will request a "feature" to have in-app notification of account billing issues. What? Its not a billing issue, its a complete account deletion and removal issue.
What storage provider f* deletes your entire storage contents the moment you have a credit card failure. God dang people, you are the worst.
This is now going to have me consider another provider that allows for automated local or cloud video storage of my own, instead of relying on some stupid destructive storage that Ring provides. I wish Ring could partner with a company that has reliable storage.
Oh wait. Aren't they owned by Amazon? Don't they have S3 storage?
Anybody ever think of linking someone's S3 storage account with Ring, so this doesn't happen?
What a monumental failure.
Here is my Chat conversation with the Ring rep. They don't get it.
Nikko
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N
Hi, thank you for contacting Ring! My name is Nikko. Whom do I have the pleasure of speaking with today?
Sean
N
Hi Sean, How can i help?
I was having problems with my Ring account this morning, and then I finally figured out it said my subscription wasn't working. I saw it said "subscribe to a plan". I go into billing and find out my annual account failed because of a credit card issue. I fixed the credit card issue and it charged me. But I cannot access any of my videos except for the last few. I got no warning, except in the billing screen it said the card failed. There was no SMS notice.
I got no warning through the app, or app notification. Bearing in mind I was using Ring over the last few weeks pulling up videos and reviewing history, what happened? Please escalate within engineering to properly re-instate the account. At a minimum I would expect some kind of notification through the app, or pausing of recordings or app history not working, similar to what I experienced this morning. But of course prior to that of having an account cancelled. This was really unexpected.
N
Alright! so you did not receive a notice that you need to update your credit card information for the subscription and the recordings are already deleted. Correct?
Well not just no notice, but the app was functioning perfectly through 2 days ago when I was reviewing videos. It never gave me any indication there was a problem.
I think I accessed a video yesterday too. But I know I accessed one 2 days ago.
N
Yes! cause you still has subscription or trial on that time.
This doesnt seem like a reasonable feature. It really deleted ALL my videos?
IT was just a credit card failure.
If I pay annually, there needs to be a better way to notice of a failure.
N
Alright! to explain it properly. So for our plan or trial, it will provide recordings once you subscribe, and the subscription is being cancelled or you payment information is outdated? all the recordings and videos on the time that is subscribed will be deleted.
I didnt want to cancel.
Can we open a ticket and have engineering review?
N
I understand that its a credit card failure.
All of the "history" still looks to be there, but the videos underneath do not work. Will they take time to re-link to the history notices? I want to have an accurate history.
So my account is broken right now.
It "looks" like there is history, but no videos play.
I want my videos from favorites and at least the last few weeks to review.
I also shared some videos, which should be there too.
I understand, but as what i mentioned earlier. If the payment method needs to be updated basically the plan will not renew.
N
Along that the videos will be deleted, that is why we have option on our app to download the videos.
There was literally no way of knowing this because the app was working, no Ring notification, no App Warning, NOTHING.
I feel quite ripped off at the moment.
Download videos? manually? Or can I auto-save them somewhere like Amazon storage, S3, dropbox, or somewhere else?
I understand, alright! let me check for my resources here for an option.
Yes! you will download the videos manually.
But let me check for options on what i can do here regarding on your issue.
C
As a courtesy reminder, the chat will timeout after 7 minutes of no activity. We are currently at the 4-minute mark. To restart the timer, simply respond to this message. Thank you.
yes ok I am here
N
Alright! so what i can do here is provide a notes for our back for the notification if you need to updated payment menthod.
What does "provide a notes for our back for the notification" mean? I already updated the credit card, and it already charged me this morning.
N
notes to mention on our back end for the warning or notification regarding on the subscription for the videos.
So youre saying you cant help me. But you will request a feature that has an in-app notification so NONE OF MY VIDEOS GET DELETED? Is that what you are saying?
How about my existing history? Its totally broken.
N
That's correct.
Are my videos totally deleted? How about those working over the last couple weeks?
N
Yes! still once the subscription is over or not being renewed the videos will be deleted as well.
This is really unacceptable. I have lifetime storage, which should mean they would still be there. If any new videos cannot get recorded or saved, there should be some annoying notice that pops up telling me nothing is getting saved or stored.
BUT this business of deleting my lifetime storage history. WHat the f*
And my history is screwed up now. How does that get fixed?
1 min. ago
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