Forum Discussion

Katmaree's avatar
Katmaree
Reel Rookie
3 years ago

Not getting any help! Poor customer service

I’ve contacted Roku about my cameras not updating firmware and basically get a run around! I was told a week and a half ago and “technician” would be in contact with me… nothing happened. Contact sup...
RokuERey's avatar
RokuERey
Retired Moderator
3 years ago

Hi Katmaree,

Greetings from the Roku Community!

We regret hearing about this experience, and we really do apologize for the inconvenience this has caused.

We have verified your account, and it appears that one of our Support teams has already dealt with this issue and taken appropriate action. We would suggest continuing to work with them, as they would be able to assist you further regarding this.

Best regards,

Rey

Apalm's avatar
Apalm
Newbie
3 years ago

Does Customer Support exist?! I've sent numerous messages through Support and no response on my return.  Are they purposely stalling so I don't qualify under their 30 day return policy???  Very frustrating 😕 

  • Katmaree's avatar
    Katmaree
    Reel Rookie
    3 years ago

    I’m being to think they don’t. I keep hearing about this “technical team” that’s supposed to be reaching out to me, no emails nothing. Am I supposed to sit by my phone for 24-48 hours and not go to work to wait for them?

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    3 years ago

    Hi Apalm,

    Warm greetings from the Roku Community!

    This is not the experience we want to have, and we have reviewed your account and escalated it to our Support team.

    Please keep an eye on your email address, as they'll be reaching you from there.

    Just get to us if you still need a hand or anything else that we can further assist you with.

    Thanks,

    Rey