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SengEar's avatar
SengEar
Channel Surfer
3 years ago

bought a Roku Express with a defective remote - how to return it back to Roku to get one that works

I recently bought a Roku Express at Shopper Drug Mart in Regina, SK.  SN: S07S21C2R7C9 SKU#3940CA.

When I tied to set it up, it is stuck on on the Language page as the standard remote does not work to press ok to start the set up.  I tried everything that was suggested on the roku community site like replacing the batteries, check the IR light on the remote with my iphone (there is no light coming out of the remote), etc... So it looks like I have a defective remote.

I even tried downloading the roku app remote on my iphone but I can't access that roku as it's not set up yet on the same WI-FI network to be able to access it with my iphone app/remote.

I tried to return this product at Shopper Drug Mart to get another one but they don't do returns! Shopper told me to contact Roku directly to return this defective product to exchange for another one. 

Tried looking for phone number or email on the Roku site to contact Roku to return this defective Roku to get another one but I can't find any info on it. Please help me on how to contact Roku to start the process to return this defective roku to get another one. Thanks in advance.

 

 

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  • RokuMary-F's avatar
    RokuMary-F
    Community Moderator
    3 years ago

    Hi SengEar,

    Thanks for reaching out to the Roku community!

    We'll have a member of our Support team reach out to you via email, they will continue assisting you from there and provide a resolution to this issue.

    If you need any additional help and we’ll follow up to continue assisting you.


    Best regards,
    Mary

    • SengEar's avatar
      SengEar
      Channel Surfer
      3 years ago

      Thanks RokuMary-F, I am still waiting for someone from the Roku support team to contact me via email.

      makaiguy, thanks for those suggestions. I tried everything. Sadly, I think I have a defective Roku. It is basically stuck on the set up screen. Tried to press "OK" and other buttons on the remote to select the language to start the set up but nothing happens. Restarted/unplugged several times and it is still stuck on the set up screen asking me to select a language before I can proceed... which I can't as the remote and Roku is stuck on that set up screen. 😞

      • F250's avatar
        F250
        Reel Rookie
        3 years ago

        Hello... During your initial install and startup, did you see any screens go by regarding "pairing" the remote to the device? If the remote was not paired, then you are unable to use it to control the device. Maybe that step wasn't completed. So, make sure the batteries are fresh (might try a different set), they are installed correctly, then MANUALLY pair the remote. Go to the link below to see how to pair your particular model remote. Hope this helps, Steve B

        https://support.roku.com/article/360011621473

  • makaiguy's avatar
    makaiguy
    Community Streaming Expert
    3 years ago

    Couple of things to check.

    Some Roku remotes require the batteries to be inserted pointing in the same direction, others require the batteries to be pointing in opposite directions. The remote won't work if the batteries are in the wrong orientation. Beneath the batteries in battery compartment there should be a little molded diagram showing correct battery orientation.

    You can check whether the remote is putting out an infrared signal by pointing it at a digital camera -- a camera in a phone or tablet will do. Watch the image on the camera view screen -- if you see it flash when you press buttons on the remote, the remote is sending infrared signals.