A warm welcome here in the Roku Community, sparrowj!
Our sincerest apologies for any inconvenience this may have caused you. It is also highly appreciated that you've provided us with precise and complete details of your concern and device information.
Rest assured that we will pass this along to our relevant team to include your device in the process of investigation and find you the best resolution possible.
Once we've been notified of updates from the team, we will make sure to let the Community know.
Best regards,
Carly
Hello RokuCarly
Is it possible to get an update on the mentioned issues, as currently the device is basically unusable with the frequency of the app crashes.
Being that the apps I use are primarily paid for services, I am unable to enjoy any of the programming and the only viable solution that I'm able to find is switching to a alternative companies streaming device.
I tried contacting support yesterday to get additional help on this issue. The general repetitiveness of the same replies "we're sorry for the inconvenience" no offer of alternative solutions to allow someone use their paid for product. Plus one agent making promises that the next few agents not honoring at all. The last agent just utterly lying to me stating the will transfer me and leaving me in an empty chat.
Which can be seen in the time stamps of the chat and the time on my phone 5:27-6:17 with no one entering the chat at all. Really seems Roku wants to wash their hands clean for this issue.
Thanks for getting back to us, sparrowj!
We don't have any updates on the ongoing investigation at the moment, but we'll make sure to keep you informed as soon as we receive any new information from our team.
In the meantime, your patience and understanding are highly appreciated as we continue to work on this. Rest assured that we have taken necessary actions and a follow-up request has already been made regarding this matter.
Best regards,
Carly
hello RokuCarly
I was communicating with Roku chat support about this issue a couple days ago, I was told by the agent to kindly wait 24hrs for an announcement about this issue.
I have been searching but I can't find any post or announcements pertaining to this issue at all. And now am going on a week with a Roku Streambar that I can't use at all for it's intended purpose.
Are you aware of any announcements?
Thank you
Unfortunately, all I am getting here seems to be the same responses as others in the same predicament.
If someone complains about an issue then a Roku expert takes notice but doesn't respond with any beneficial information about the situation.
They add a post with what appears to be a pre-written troubleshooting step that most people have already tried.
Then they request device-specific information like the serial number, and what software version you are running and ask for a tracker ID.
Then they'll just keep repeating the same questions to everyone who complains and nothing gets fixed.
Customer service from Roku is a waste of time they don't take it seriously. After spending over an hour with their live chat support all I was given was the same regurgitated responses, as well as outright lies. I was explicitly told Roku was going to provide an announcement for this problem within 24 hours. I have not been able to find any information about this.
The last agent even stated that they were going to transfer me to a supervisor for alternative steps to attempt, what do you know I was abandoned in chat with no one ever entering and Roku customer service not attempting to reach out to further the discussion.
There should have been an immediate roll back of this problematic update.
Customers can not be left stranded for days or weeks with no solutions no updates about this so called investigation.
We can't use our devices or in some cases the TV! What a total insult to all the people who have paid for these useless bricks.
