Forum Discussion

cd777's avatar
cd777
Reel Rookie
2 years ago
Solved

I need support for an existing RMA dated 9-30-2023

Purchased CW1000R camera direct from Roku on 9/24/2023

Was issued an RMA on 9/30/2023, no one (or machine) ever addressed the RMA directly.

I was in contact with support, but now the thread is dead. No response to emails at present.

All the links I try outside of the "ROKU Community" are non-intuitive.

I enjoy the Roku user experience and I would like that camera replaced. It is not charging. Period...

 

Thank you     -CD-

  • RokuERey's avatar
    RokuERey
    2 years ago

    Hi cd777,

    Thanks for reaching us here, and we're sorry for the inconvenience. 

    We have reviewed your account and initiated an update regarding this to our Suppor team. Please keep an eye on your email address for further information.

    Regards,

    Rey

  • cd777's avatar
    cd777
    2 years ago

    Thank you for the email, yes I received it. There are precise instructions that I can follow.

    The beginning of the email reads:  "...We are sorry that you are experiencing a problem with your Roku device. We are shipping a replacement to you as quickly as we can so you can resume enjoying all its features and benefits...."

    Thank you again.

4 Replies

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    Hi cd777,

    Thanks for reaching us here, and we're sorry for the inconvenience. 

    We have reviewed your account and initiated an update regarding this to our Suppor team. Please keep an eye on your email address for further information.

    Regards,

    Rey

    • cd777's avatar
      cd777
      Reel Rookie
      2 years ago

      Thank you for the email, yes I received it. There are precise instructions that I can follow.

      The beginning of the email reads:  "...We are sorry that you are experiencing a problem with your Roku device. We are shipping a replacement to you as quickly as we can so you can resume enjoying all its features and benefits...."

      Thank you again.

  • GO2's avatar
    GO2
    Channel Surfer
    2 years ago

    I need an update on my rma #526741, dated 1/14/2024.  No updates from roku.  Not even an acknowledgement that they received it.  How long do I have to wait?  I have proof that they received my device on 1/23/2024.

    • RokuEuniceL's avatar
      RokuEuniceL
      Retired Moderator
      2 years ago

      Hi GO2,

      Thank you for posting here in the Roku Community!

      We appreciate you letting us know about this and we sincerely apologize for any inconvenience this may have caused you. Kindly send us a private message so we'll be able to proceed with the necessary steps to address this. 

      To send a private message:

      1. Sign in to the community.
      2. Click the message count or envelope icon to go to your Private Messages Inbox.
      3. Click Compose New Message.
      4. Enter the recipient's name in the Send to area. Note: Depending on your role in the community, you might be able to send a message to a group of users based on their role or rank in the community. If so, you can choose a role or a rank.
      5. Enter the subject for the message in the Message Subject area.
      6. Type the reply in the Message Body editor.
      7. Click Send Message.

      You can look for the messages you've sent in the Sent tab. To learn more about how to send a private message, click this Community link: Help - Roku Community

      We'll be anticipating it.

      Kind regards,

      Eunice