On 4/2 I was given an RMA number to start an exchange for a faulty unit. The unit was sent out 4/11 via FedEx. This package was confirmed delivered 4/12, 3:12pm to the 302 Enzo Drive Location.
I submitted a followup ticket on 4/21, as I never heard a response or update. I was informed that the support agent would be following up with “the billing team” regarding the refund status. I reiterated that I did not want a refund, I just wanted the faulty unit exchanged with a functional unit.
As there was no response following that reply, a new ticket was submitted requesting an update and on 5/2 I was informed that the unit in question was not delivered and a FedEx tracking was requested. I replied to that email provided the FedEx Tracking Number along with a screenshot confirming the delivery. As of today, I’ve not received any updates and the Roku Warehouse has had my unit since 4/12.
At this point, I’m not banking on getting a refund or an exchange, since no one could get their stuff together and figure out where my unit is. Spent the extra money on the Ultra 4k. Should’ve just bought a Firestick if I had known customer service would suck this bad.