Roku 4k stick locks up every 45 minutes. Called tech support; useless. did an update, hard reset, etc and no luck, gave me a ticket number on 1-27-24. I have called in twice, very painful conversations, two new ticket numbers, nobody has a clue, just keep saying its been elevated, back-end team will be in touch, prioritized, etc. Two full months now three ticket numbers with Zero resolution. The worst customer service ever
Hi Damonrapozo1,
Greetings from the Roku Community, and thanks for raising this concern directly with us!
We apologize for the inconvenience, and this is not what we aim for. We would like to further investigate this issue that you have with the Roku streaming stick. Could you send us a photo of the error messages or code that you are getting? May we know what troubleshooting steps you have taken so far?
We look forward to hearing from you soon.
Thanks,
John
HI John,
On 1-27-24 I called Tech support and spoke with Rasesh, ticket number 9110736. We spent nearly an hour rebooting stick, plugging into an outlet with adapter versus USB, updating hardware, trying on a different TV, trying on a different network, trying in a different house, sending screen shots of issue report tracker page (issue ID 00-038-500), and more im forgetting.
I have four other Roku 4k sticks within the same property in different bedrooms, a shop apartment, and an RV that all work perfect.
Rasesh said it's a hardware issue that is over his ability so he will send this all over to the "backend team" and I will hear from them in a day or two. Next I received an email detailing our conversation from Roku which I still have. I never heard a word so after "a month" I called in again, ticket # 9279241. That lady said my ticket was closed! She put me on hold, read all the notes, and apologized saying the backend team was moving into a new facility so I will just have to be patient. She said she elevated my case and I would hear from Roku in one week or less.
Waited another month, called again yesterday, ticket # 9478540. killed over an hour of my life again on the phone with tech support. They want me to start over and perform a bunch of testing Rasesh and I already performed two months ago. I asked them to review the notes, she put me on hod for 33 minutes then returned saying she was going to prioritize my case.
I probably have 3-4 hours into this issue and over two months time. Ridiculous
Thanks for the update!
I see a couple of tickets about this already and a lot of troubleshooting has been exhausted and sorry for the inconvenience.
We'd like to take a step in here to further assist you. Please share with us the serial number of this device that has an issue. This can usually be found by navigating Settings>>System>>About.
Please keep us posted!
Regards,
Rey
