Forum Discussion

Sjrcmr's avatar
Sjrcmr
Reel Rookie
3 years ago
Solved

Remote no longer charging and still under warranty

Purchased the voice remote on 11/9/21 through an add that Roku was running on my tv. It is no longer charging how do I get a replacement?

remotes
  • Anonymous's avatar
    Anonymous
    3 years ago

    Hi Sjrcmr

    Welcome to the Roku Community!

    Can you please provide us with more specific information about the issue you are experiencing? Is your Roku remote a rechargeable voice remote pro or a voice remote with a replaceable battery? For more information visit our Support page here::  How to fix your Roku® voice or simple remote that is not working | Official Roku Support. 

    If the issue persists, please help us with the serial number of your Roku device associated with the affected Roku remote. It can be found at the back or underneath the player itself.

    With detailed information, we will be able to assist you better.


    Warm Regards,
    Lianna

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  • Anonymous's avatar
    Anonymous
    3 years ago

    Hi Sjrcmr

    Welcome to the Roku Community!

    Can you please provide us with more specific information about the issue you are experiencing? Is your Roku remote a rechargeable voice remote pro or a voice remote with a replaceable battery? For more information visit our Support page here::  How to fix your Roku® voice or simple remote that is not working | Official Roku Support. 

    If the issue persists, please help us with the serial number of your Roku device associated with the affected Roku remote. It can be found at the back or underneath the player itself.

    With detailed information, we will be able to assist you better.


    Warm Regards,
    Lianna

    • Sjrcmr's avatar
      Sjrcmr
      Reel Rookie
      3 years ago

      The remote is a reachable voice pro. It is not charging, after 2 days it says 46%. If I unplug the charger the remote immediately goes down to 3%. This remote was purchased directly from Roku per their add that showed up on my Home Screen. I do not have a Roku device, the remote is used on my TCL Roku TV. How can I get it replaced under warranty?

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

        See this page for warranty and return information:
        https://support.roku.com/article/208757058

        For a Voice remote, report the serial number of the Roku on which you are using the remote (shown via Settings/System/About).

        When you get your new remote, take pains to disconnect the Voice Remote Pro from the charger once it is fully charged.  Maintaining a charger connection on a fully charged battery can deteriorate its performance significantly.

  • JenEric's avatar
    JenEric
    Newbie
    3 years ago

    I am having the issue that my remote does not charge. I have had it connected to various cords and lengths of time trying to charge it without success.

     

    Is there a way to check for warranty so we can get a replacement or otherwise get one thru different means? 

    The back does not come off the remote to find out any information i.e. model # / serial #

    • RokuNimfa-C's avatar
      RokuNimfa-C
      Retired Moderator
      3 years ago

      Hi JenEric, 

      Thanks for bringing this to our attention.

      We'll help you check this further. We will be needing the serial number or model ID of your Roku device associated with the affected Roku remote. Kindly check your Roku device and you can find this info at the back or underneath the device. 

      Please keep us posted and we'll continue assisting you from there.


      Regards,
      Nimfa