Account, payments & subscriptions

[SCP1959]

Hello.
Please can you help me?
My Roku Streaming Stick+ died last month inside the two-year warranty period. I contacted Roku support who was very helpful, on 16th April 2023. After trying all of the solutions suggested I returned the faulty stick and it was received by Roku (Exertis UK Ltd) on 27th April.

The last contact I had from Roku Support was on 4th May when I was told there was a stock issue and to expect a delay of around 72 hours before the order leaves the warehouse.

It is now the 17th of May and I have not received my replacement Roku Streaming Stick + or received any reply to my emails asking for an update.

Thank you.

 

[RokuMary-F]

Hi @SCP1959,

Thanks for your first post in the Roku Community!

We appreciate your patience regarding this matter and we are working on ways to better improve this process. We understand that you are inquiring about the status of your replacement. 

We can see that you’ve been in contact with our Support team regarding your RMA ticket. Rest assured that we’ve escalated your RMA support request. Please keep an eye on your email, a member of our support team will be in contact.

We will forward your valuable feedback to the concerned team. Don't hesitate to let us know if you have any questions or additional feedback.


Best regards,
Mary

[SCP1959]

Hi Mary.

I am still waiting for an update on this issue. I have not received any communication from the support team.

I just wonder what is going on. The seemingly straightforward matter of exchanging my faulty Roku Stick+ seems to have stalled. Can you shed any light on what the problem is please?

Kind regards,

Steve

[RokuMary-F]

Hi @SCP1959,

Thanks for following up and we apologize for the delay in a solution.

We still haven't received any feedback back as of the moment but rest assured that our Support team is currently following up on this ticket and they will definitely send an email once the update is available. 

Thanks for your patience and understanding regarding about this matter and we appreciate you bearing with us in the meantime.


Best regards,
Mary

[SCP1959]

Good morning Mary.

I have just checked to Roku website and I see the Roku Streaming Stick+ is no longer available

https://www.roku.com/en-gb/products/streaming-stick-plus

Is this therefore the reason for the delay in replacing my faulty Roku Stick+?

The Roku Streaming Stick 4K is the equivalent of the Streaming Stick+ and is available so,  I should receive that model under warranty.

 This situation has been dragging on since 16th April and I have been very patient but my patience is wearing thin. I used my Roku stick most days but I have now been without it for weeks.

I expected a company like Roku to be able to deal with a simple warranty claim, as initially promised, in a far more expedient manner. I hope I'm not going to be disappointed.

Kind regards,

Steve

[SCP1959 · Accepted solution]

Hi Mary.

Please consider this case closed to my full satisfaction.

Totally unexpectedly, without any notification a new Roku stick has just been delivered.

Thank you for your assistance.

Kind regards,

Steve