Account, payments & subscriptions

[JBrennan7]

My Roku Express stopped working and after contacting Roku Customer Support they agreed in July to replace the device. An RMA number was generated and a UK address given to return the device, which I promptly did. I recently enquired what’s happening regarding my replacement and to no response. The address they gave me was Exertis UK Limited in Lancashire and the package was tracked and signed for. Anyone experience this before? and how long did it take to receive your replacement from them?

[RokuDanny-R · Accepted solution]

@JBrennan7 

Thanks for the post.

If you are already in touch with our Support team, we would recommend continuing to work with them regarding your issue as they would best be able to assist you moving forward.

Thanks,
Danny

[TimeLimited]

How you do continue working with support when they're not responding?  I'm experiencing the same issue.  They e-mailed saying my RMA was approved and that they would ship out a new unit and requested my address.   I replied with my address and haven't heard anything for 4 days, not even a "we've received your e-mail and are processing it".   I sent a second e-mail asking if they received the e-mail I sent, with no reply to that either.

[HDMIGuy]

I returned an item some time ago and never got any notification until the new device arrived.  Not great customer service but I did receive the replacement device.