This issue was eventually fixed with a firmware update last fall.
t3hbutt3rs wrote:Yeah man, its is a huge pain. I don't believe TCL rolls out updates for their hardware, and all the software settings are controlled and updated by Roku. The software is telling the hardware what to do, so Roku should be able to fix, hopefully. 🤞 A reddit user said they called TCL, and they said they only deal with hardware, its up to Roku for a software fix. So their just pointing fingers at each other. Heck, I would be surprised if they even knew there was a issue.
The soundbar works fine on an older TCL, its 10.5 but with different build number than the R635, so it has to point to the Roku firmware?
I'm getting my Google TV R646 Sunday, hopefully this solves all my issues I've had with Roku over the years.
I didn't hear from TCL yesterday and if I don't hear from them by this afternoon I'll try calling them. From my perspective, the TV is a TCL. I did not buy it from Roku and it is not a Roku-branded product. It's a TCL tv and they are responsible for making sure it works properly. If there's a problem with the software THEY put on it, they need to work with Roku to fix it, not me or you or anyone else who bought a TCL-branded TV. The warranty is from TCL and that makes them responsible for it.
And just like you, I have another Roku TV that works just fine. If the Roku software doesn't work with these particular TCL TVs, that's TCL's problem to fix.
If they can't or won't fix it I'll contact whatever consumer protection agencies I can find and get them involved.
Anyone hear any updates on this? I called TCL and the person who answered the phone wasn't able to answer anything. She basically punted and said the person who I was dealing with via email would call me back. That person didn't call me but did send me an email, again punting the issue saying the info would be forwarded to their warranty or engineering department.
The person I spoke with on the phone also said there was a delay because I needed to send them a pic of the white sticker on the back of the TV. Well, I had sent that to them along with several other pics they asked me to send. I told her this and she said the serial number they had for the TV was wrong and that I had sent them a pic of the wrong sticker and the serial # on it was invalid. WTF? It's their freakin sticker and was the only white sticker with a serial number on it! I pulled the pic up on my phone and read her the serial number from it. She confirmed that the serial number was valid. What are they doing over there? This was the exact pic I sent them.
Very frustrating and annoying.
