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LadyBird462's avatar
LadyBird462
Reel Rookie
2 years ago
Solved

Roku needs a customer service line or chat

Roku needs a customer service line or chat. If you submit an online form, you don't get an answer. If you search for a number on the web you get scammers. No response = unhappy customers.  Online support worthless, no help in community.

  • AvsGunnar's avatar
    AvsGunnar
    2 years ago

    LadyBird462 

    Have you tried starting here https://support.roku.com/contactus/contact-options.  Select the Accounts, Payments, Subscriptions options.  Then choose a Different Account issue.  Should then present you a Call, Email, or Chat option.

    There are a few different ways to get to this option.

    -----

    Certainly don't agree that online support is worthless, but do agree that the extents companies go to hide/avoid personal support contact options is frustrating.  Normally it factors into my decision whether or not to make purchases from such companies.

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  • AvsGunnar's avatar
    AvsGunnar
    Community Streaming Expert
    2 years ago

    LadyBird462 

    Have you tried starting here https://support.roku.com/contactus/contact-options.  Select the Accounts, Payments, Subscriptions options.  Then choose a Different Account issue.  Should then present you a Call, Email, or Chat option.

    There are a few different ways to get to this option.

    -----

    Certainly don't agree that online support is worthless, but do agree that the extents companies go to hide/avoid personal support contact options is frustrating.  Normally it factors into my decision whether or not to make purchases from such companies.

    • LadyBird462's avatar
      LadyBird462
      Reel Rookie
      2 years ago

      Thank you.  I did arrive there and sent an email. On 12/26/2023  I received an email reply:

      Hello PAP,

      Your request #(88xxxxx)  has been received and is being reviewed by our support staff. We will be contacting you shortly. To add additional comments, you can simply reply to this email. Sincerely, Roku Customer Support

      On January 21, I replied to that message requesting a reply.  On January 23 repeated the reply.  Becoming frustrated, I went through Roku Support and could not find the "Let's Get In Touch" page.  Searched the web, found this number and -- yes like an idiot -- called 844-522-4430. Turned out to be a huge scammer who started charging all kinds of gift card purchases to my debit card (which is where my refund was supposed to go), and my bank account.  Fortunately, my bank was immediately alerted to fraudulent activity and locked down all my accounts.  Somehow, he got into my Paypal account as well, linked to my debit card, so I have had to dispute all those purchases as well.

      Your level-headed reply is true; thank you for that.  In the meantime, my bank was kind enough to deny the Roku charges I was attempting to reverse.  The whole situation left a bad taste directed at Roku, perhaps not totaly deserved.

       

       

    • Martymayhem's avatar
      Martymayhem
      Newbie
      2 years ago

      I've been searching the Roku site for over an hour looking for a chat feature, or a phone number for customer service.

       

      I've clicked the link provided above, made the suggested selections, and it will not load.

      It spins, spins, and continues to spin without loading.

       

      If this is how Roku handles customer support, I'll be returning my device and getting a Firestick.

       

      This is ridiculous and an absolute waste of time.

       

      I can't even find an email address.

       

       

      • Marty7's avatar
        Marty7
        Reel Rookie
        2 years ago

        Nonexistent customer support. Roku, do better. The Roku support page; Let's Get In touch will not load.

        It's been spinning and spinning for 90 minutes.

         

        Ridiculous. Not a great start for a new customer.

         

        I'll be returning my Roku for a Firestick.

         

         

    • DrJohnnyFever's avatar
      DrJohnnyFever
      Reel Rookie
      2 years ago

      Followed your instructions and was greeted with an endless loop of "LOADING". Tapped REFRESH, same unfortunate result. If I wanted to spend eternity watching the "LOADING" icon going round and round, then this would've been a fantastic experience... but I have better things to do. All I want is a capable, competent live human being to answer my question!

  • MisterCzyk's avatar
    MisterCzyk
    Channel Surfer
    2 years ago

    Roku website does not work for purchases. I tried 4 times to purchase 3 Voice Remote Pros. Each time Express Checkout just brought me back to my Cart to start Express Checkout again. I called Support: waste of time, they would not just place the order for me, was told to try again in half an hour, maybe a different credit card, or device. I later tried to order using my phone - same result. Tried my desktop computer again - same result. I called Support again, still useless. Was told to try a different device or browser. Asked that they just place the order for me and was disconnected.

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

      MisterCzyk-

      You can order from Amazon at similar price and get better service and a more liberal return policy.

      • MisterCzyk's avatar
        MisterCzyk
        Channel Surfer
        2 years ago

        After the failed attempt to buy 3 Voice Pro remotes on Roku.com I went to BestBuy.com and found them for the same price. BestBuy also sells a Universal Replacement Remote that is a docking station for your Roku remote so you do not have to juggle multiple remotes. I went to the store, spoke to a very literate human, and bought three of each. Roku needs to wake up.

  • buffybob's avatar
    buffybob
    Newbie
    2 years ago

    i lost 2 HDM1 connectors in travel, how can I replace them. I did not register the Rokus.

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Hi, buffybob

      Greetings, and welcome to the Roku Community.

      We understand that you've lost your HDMI connectors on your Roku devices, and we'd be glad to assist. To replace your HDMI connectors, you can visit Roku's official website on Streaming Accessories for Roku Devices. By visiting this link, you can browse for accessories, especially HDMI connectors. Furthermore, there is information on each product specifying the compatible devices on each accessory.

      If there's anything we can do to assist you further, please feel free to reach out to us.

      Best wishes,
      Kash

  • DanUK's avatar
    DanUK
    Streaming Star
    2 years ago

    I have managed for years without Support or even this forum, but that was before the remotes on two new Roku's started to fail and before they started messing with our menus and sharing our data.

    I think the issue is that Roku do not see us as customers because we pay our money to retailers.

    The utter contempt they show to Roku users in matters of privacy, changing stuff without permission, forcing upgrades and upgrades wrecking things is a clear demonstration that we are not valued.

    It seems I am going to have to sell my Rokiu devices and get some cheap Chinese **bleep** because whilst they may not respect my privacy they do not share my data with 400 so called partners and many 3rd party devices can be modified under the hood.

  • Blay1980's avatar
    Blay1980
    Newbie
    9 months ago

    I'm about to remove every TV in my house and then tell everyone I can tell how bad they suck I can't do anything without them trying to charge more money just for support what a joke..

    • renojim's avatar
      renojim
      Community Streaming Expert
      9 months ago

      Blay1980, Roku does not charge for support.  Anyone you've contacted that tries to charge you isn't associated with Roku and is mostly likely a scam.