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Tagrok's avatar
Tagrok
Newbie
3 months ago

Roku device power cable - Not compatible

The power cable on my old Roku streaming device broke. I went to the Roku website to purchased a new cable. The website indicated the cable was COMPATIBLE with ALL of my streaming sticks. Note, I have 5 streaming sticks. All but one is a legacy device.  So I ordered a new power cable. When I got the cable I discovered that it WASN'T compatible. Evidently, the old devices use a mini USB connector and the new devices use a micro USB connector.  NOWHERE on the website did it mentioned this fact but it did say the cable was COMPATIBLE with my old sticks. Obviously, if I had known this I would never had ordered the cable!!

When I called to return it, I was told I had to pay return shipping. When I explained the situation and that I wouldn't have ordered the cable if their website hadn't told me it was compatible, The CR said it didn't matter. CR told me regardless of whether it was their mistake or not, their policy was that ALL customers had to pay for the return shipping regardless of the fact that ROKU was at fault.

So instead of purchasing a new ROKU stick, I'm going with a competitor's streaming device. 

TV & Player Setup

1 Reply

  • RokuJharra-Q's avatar
    RokuJharra-Q
    Retired Moderator
    3 months ago

    Tagrok 

    Thank you for informing us about the issue with your Roku device's power cable. Please check your email as we have sent you a private message to assist you with this matter.

    We really appreciate your patience as we work on it!

    Roku Community Team