I had the same experience with trying to return an item. I went on the site to complete the return request form and when I attempted to submit the form I received an error and was told to 'try again later'. This went on for hours. Then got on chat for 45 minutes, shuffled to multiple 'specialists', then disconnected on their side. Called and spent 20 minutes trying to get the rep to understand that I simple just needed to return the item. He stated that he had completed the return request and that I would receive an email with instructions within 24 hours. Received 2 days later and the email didn't contain the ADDRESS!!! I responded, asking for the complete address and received nothing. I received an email with request for feedback on my experience with Roku and I gave them a negative response and explained the issue and how it had not been resolved! Well...the negative review must have triggered something as they actually called me and left a voice mail with the address. Unfortunately, due to his foreign accent, I couldn't understand what he was saying. He followed up with the same email THAT DID NOT INCLUDE THE ADDRESS!!!!!!!! Why is this so hard. They want you to jump through hoops so you give up (just like I did in trying to install their product).
