Account, payments & subscriptions

[Packfan4]

Hello, Mary!  Even though you answered this person's question a year and a half ago, I'm hoping you're still involved in the community program.  I ordered a new Roku player on 11-25-23, received it about 11-29 but did not open the mailing pouch immediately. When I did, I noted that there had been damage to the player, so I wrote to Roku to see what I should do ... return it to them or file a claim with USPS.  I have written to Roku 4 or 5 times but have yet to hear back from them, and there are only about 11 days left in the 30-day return window. I would call them on the phone but can't find a number to do so. Any idea on how I should proceed? This would be my 4th new Roku (plus 2 earlier purchases of used Rokus that I bought on eBay), so I feel like a loyal customer, but I'm getting worried that I'm not going to get any resolution to this problem in the little time that remains. Maybe they're just swamped because of the Black Friday rush, but I need an answer very soon.  Thank you advance for your time and advice ... and Happy Holidays to you!  

[RokuCarly · Accepted solution]

Thank you for posting here in the Roku Community, @Packfan4!

Rest assured that we will communicate this with our Support team for further review and assistance.

Once again, we sincerely apologize for any trouble and inconvenience this may have caused you and appreciate you bearing with us in the meantime.

Please don't hesitate to let us know if there's anything else we can be of assistance with and we'd be more than happy to continue doing so.

Best regards,
Carly

[Packfan4]

Hello and thank you very much for your help, Carly ... it was so kind of you!  I will wait to hear from Roku as to what I should do with the damaged device.  

P.S.  Love your Corgi pic ... THIS little Corgi says "Woof" to you, too; not my pup,Hope I look like Carly's dog when I grow up! unfortunately ... don't I wish!! 

[RokuCarly]

Thank you so much for the kind message, @Packfan4!

For future assistance, please don't hesitate to let us know as we would be more than happy to help you with anything at any time.

Take care and Happy Streaming!

Best regards,
Carly