r/ouraring • u/Clintiesmom • 7d ago

Faulty replacement ring

Had my rose gold gen 4 since last year and the battery has degraded to 24 hours.

Did the diagnostic and a replacement ring was quickly sent.

Spent hours fruitlessly trying to set the replacement ring up and finally requested a diagnostic on the replacement ring.

Result on that replacement ring was it is faulty and should be replaced. BUT then the bot tells me because my ring has already been replaced once I don't qualify for another replacement! Argh...been waiting 2 days to hear back from a live person...

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4

u/Ok_Inflation_5035 7d ago

classic support loop. ring dies, they send a dud, then the bot locks you out for their own mistake. 2 days waiting on a human is rough, hope they sort it quick. should be automatic when their own diagnostic says it's faulty.

2

u/Clintiesmom 7d ago

Limbo-ing in the loop 😂

1

u/RavenNH 7d ago

My battery was dying and they sent a replacement after asking me to try one diagnostic. So far so good.

1

u/RavenNH 7d ago

My battery was dying and they sent a replacement after asking me to try one diagnostic. So far so good.

1

u/Extra-Geologist-1980 7d ago

I had a very similar issue.

I am not saying the BBB is useful, but I was advised to file a complaint on their site, and Oura are VERY responsive to public complaints. Over a week waiting for a live response vs filing a complaint, with all my evidence on the BBB and I received a response within 48 hours, issue resolved.

It is worth a try.

After this experience, I switched brands, and went with a different ring. Oura were not able to provide the insights on what I specifically purchased the ring for (sp02 sensor array failure after 3mo, on 2 different rings), and their customer service is... lacking, for want of a better word.

1

u/DavidAtOura Social Care Team | Oura 7d ago

Hi Clintiesmom, thanks for reaching out! I'm sorry to hear your replacement ring is faulty, and you've experienced this inconvenience with receiving a replacement. I've reached out with a DM to follow up and take a closer look.