Hi MontModerne,
A warm welcome here in the Roku Community!
We apologize for the inconvenience, and this is not what we aim for. We will be more than happy to assist you further. Could you send us a photo of the broken pixel line on your TV screen?
We'll wait for your response.
Thanks, John
RokuJohnB,
Getting the same treatment trying to get a replacement for 75" Roku Plus used for a couple of weeks. How much to ship this TV across the country to the Roku return center in CA? Thanks.
Try Roku Support on X (twitter) and asked them to check your support ticket for your phone number, if there isn't one, ask them to add. I don't remember it asking me for one when I submitted my support ticket and I checked my ROKU account and there is not an area to for a phone number. Someone finally reached out to me from technical support and was quite helpful in assisting me in processing my claim. Support advised that they would send a technician and a replacement TV.
I do have to say that the warranty process is quite confusing and you have to wait for them to call you vs being able to speak to someone to start the process. The chat feature does not work well in this warranty process flow. Make sure you have the model number, serial number, and date of purchase.
Will update you on the process.
