Customer Support may, in fact, get back by email . . . However, my experience is that solving whatever problem you have is a completely other matter. Customer Support has always been courteous to me and gives the impression they will solve my problem. Truth be told, they must be so overwhelmed with issues that they do not follow up and if they do follow up they do not look at the background on your original complaint, thus requiring you to start over from the beginning. I've done over 10 times in the past month. Has my issue been resolved -- no, it has not. Funny thing, my issue, if solved, actually benefits Roku. therefore, I've given up.