You might be right that it is bad. I received my kit last week and while I was able to get the base station added into the app, I was not able to get the camera paired with the base station. I tried everything possible, and also opened a couple of tickets and so far have not heard anything back either. I ended up calling support yesterday and got someone on the phone after about a 30 minute wait which wasn’t too bad. We determined that mine was bad and I was sent a replacement which is already on its way. I would recommend calling support using the #'s posted above rather than waiting for them to respond to your ticket. Good luck.