Forum Discussion

Rlopezmia's avatar
Rlopezmia
Reel Rookie
2 years ago

Roku support availability

have tried all troubleshooting with my Roku stick voice remote and cannot get it to function properly. Have been trying to contact support for warranty service but there is no phone number and the chat is never available. Please tell me how I can start a warranty request? 

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5 Replies

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    2 years ago

    Hi Rlopezmia,

    Greetings from the Roku Community!

    We will be more than delighted to assist you further with this Roku remote issue, and we appreciate your effort in troubleshooting the problem. May we know what troubleshooting steps you have taken so far? Could you provide us with the serial number of your Roku device?

    We'll wait for your response.

    Thanks,

    John

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    2 years ago

    Hi Rlopezmia,

    Welcome to the Roku Community, and thanks for keeping us posted!

    We'd like to take a closer look into this issue that you're having with the Roku remote. Could you clarify more about the problem that you're experiencing? Are you using a Roku mobile app?

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

    Thanks,

    John

    • Rlopezmia's avatar
      Rlopezmia
      Reel Rookie
      2 years ago

      I am using the voice remote with the Roku stick. It continuously loses its connection and then reconnects. Have replaced the batteries and resynched  and still continues to lose connectivity and the ability to use the remote. The battery level image pops up on the right corner every few minutes. This is all new behavior as I have had the same setup for almost an entire year. 

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        2 years ago

        Hi Rlopezmia,

        Thank you for the additional information!

        For us to proceed with the appropriate action to resolve this, could you please send us a private message with your current shipping address and phone number?
        To send a private message:

        1. Sign in to the community.
        2. Click the message count or envelope icon to go to your Private Messages Inbox.
        3. Click Compose New Message.
        4. Enter the recipient's name in the Send to area.
        5. Note: Depending on your role in the community, you might be able to send a message to a group of users based on their role or rank in the community. If so, you can choose a role or a rank.
        6. Enter the subject for the message in the Message Subject area.
        7. Type the reply in the Message Body editor.
        8. Click Send Message.
        9. You can look for the messages you've sent in the Sent tab.

        To learn more about how to send a private message, click this community link: Help: Roku Community
        We'll be anticipating it!

        Thanks,

        John