Angus

@captain11​ Sadly, as an update, SS certainly hasn't "stepped up."  I have been so desperate to not scrap the entire system by redeeming this "Doorbell Pro," that I've been working every possible avenue of communication with SS; Facebook messaging, phone calls and this forum . . . all to no avail.  However, we are learning to lower our expectations.  We realize from reading other comments, that SS "support" and "customer service" are pretty pathetic.  We get lip service and promises, but, so far, no definitive answers.  We are taking tentative encouragement from your message, above, however.  Yet a fourth, unexpected "Doorbell Pro" arrived today.  Maybe our fourth will work like your friend's.  I would also add that none of the SS "support" folks I've spoken with (most of whom are off shore . . . way off shore) clearly have absolutely no practical or meaningful experience or expertise in addressing voltage (mine is the typical 17v), much less amperage or other details.  Some have led me to believe that the "chime connector" will solve (magically moderate) all electrical issues on a wired doorbell system.  Others dissent.  Some SS "support" people errantly believed that the "chime connector" is incorporated into the Doorbell Pro button housing.  This suggests they also have no clue about their product.  Why this assertion?  One other, finally confirmed the "chime connector" is, in fact, another, separate device intended to be attached to the existing doorbell chime.  It appears SS FINALLY has a "chime connector" en route, after twice promising it, only to simply send us another doorbell.  In any case, my post and comment only state the facts.  The reason both my original post and this reply might be distasteful would simply be because SS support and customer service, in this case, have not been "good," at all.  And, I can imagine no logical reason why SS would continue to send out doorbells that do not work.  Why hasn't this issue, whether software or hardware, been resolved?  

@captain11​ See above.  A domestic support specialist finally phoned back.  He rocked.  Within .5 hour, we finally determined the cause of the issue: "digital" chime box (old Heathco WL-106-A) cannot be reliably made compatible.  We decided to just add another dedicated front door camera and hook up the old doorbell button.  Also, when I went to hook up the old doorbell button, I noticed the prior property owner had a diode incorporated into the doorbell button.  This was obviously "aftermarket."  I kept it in place.  Hmmmm.  I wonder what is up with that.  Time for some more research.  Anyway, SS finally came through. 

@davey_d​ Davey, most of your Support staff that I've talked to are NOT in country.  At this point, based on their inconsistency of technical information alone, they are clearly not well trained.  "Diversity" is not the issue.  Competence, including English fluency, is.  Because their first language is not English, their poor diction, syntax and pronunciation result in garbled communication.  Please do "create a ticket with a Specialist."  We are still waiting.  As noted below, a fourth "Doorbell Pro" arrived today.  We also received notice that a "chime connector" is en route.  We hope that notice is true.  Some of your support staff have led us to believe that a "chime connector" will solve all of our problems, including any electrical anomaly they suspect we might be experiencing.  Please note, I've confirmed the typical 17v at the doorbell site, wires and plate contacts.  We'd much prefer to have a completely integrated SS system, including the SS doorbell cam.  It seems we desperately need to have someone with real "Doorbell Pro" expertise and experience.  It is pretty pathetic, to us, to have your "support" staff try to push us off to $129.99/hour ontechsmartservices when the deficiency seems to be with your product, not our physical set up or ability to follow directions.  

@davey_d​ What happened to our call from a SS specialist?  What happened to getting our "situation resolved ASAP?  You (two days ago) and the monitors on FB (Thursday at 15:23) both promised call backs.  What happened?  Just lip service?  Remember the saying, "Actions speak louder than words?"  Same with inaction.  Inaction speaks louder than words about your level of commitment to "support" and/or customer service.  So, so, so sad.  Again, what's up?   

@Angus​ based on our records, I see that our Specialist was able to reach you today, and has confirmed what I had suspected - that you have a digital chime box, which the Video Doorbell Pro is not compatible with. But I'm glad that we've already gotten the return process underway. Again, apologies for the delay in getting this sorted. Let us know if you need any further help.