Account, payments & subscriptions

[bluenredmoon]

I've received my Roku Express 4K+ this month, which I bought from the Roku website. As soon as I received it, I tried to set it up, but the remote is not working. I've put different AAA batteries in it, but it's dead. It's as if it's got no batteries.

I wrote to Roku Support asking for a refund. It took numerous tries because I kept getting the following message "We're sorry, but we encountered an error trying to process your request. Please try again."

Finally my request went through and they responded to my email asking for the serial number and model number. They said I should respond to that email and that they would respond quickly. I don't know why they needed that information since my request for a refund was under the order number. They said they didn't know which product it was, even though the other products were bought years ago. Like what? Was I going to try to return something I bought 4 years ago or so and do it under the new order number?

Ok, I sent them the information they requested. Two days later, no response. So I resent the model number and serial number. Then I received an email, this time, asking for a picture of the model and serial number. Like what? Do they need proof of the serial number? Why didn't they ask for a picture from the beginning? Ok. I sent the picture as well. Today I received ANOTHER email (in that same email thread) asking me for the model number and serial number AGAIN. Why can't I just return a product within the 30 day period? I've never had any company giving me a hard time returning a product within the return period.

I've got 2 Roku devices and loved the product.  Not to mention, I used to be able to call customer support, but couldn't find a number to call this time. But now, this is a joke. I'm still within the 30 day return period and they keep pretending that they need additional information and when I provide it to them, they pretend they didn't receive it? Are they doing this so that the 30 day return window expires so that I can't return their product? I've never, in my entire life have seen anything like this. I wish I had bought it from Best Buy or Amazon, I could've had it refunded by now. Buy from Roku, now you know what to expect if you have issues.

[katiethel]

Thank you for your post.  I am having the same issue with the remote for a Roku Premiere I just purchased.  What email address did you use to contact Roku?

[bluenredmoon]

The same email address that they sent me emails to when they shipped the product. The same email that they've ever communicated with me through in the past. I've never given them any other email.

Point is, when I sent the first request through the support website, I entered that email. They responded to that email with the email below (I edited the email address since this is public). Also, please see the last sentence "You can reply on this email, We will reply back quickly. Thank you."). And then they kept responding to that same email chain asking for pictures and asking AGAIN for the same information I have already sent them. Not to mention that their "quick" response came 3 days later. 

"Good day! Thank you for contacting Roku. We are sorry to hear that your remote is not working properly. We were able to locate a Roku account with xxx@gmail.com however, there are several Roku devices attached to the account. Please help us with the following information to validate a replacement and proceed further:

1. Serial Number of your Roku / Device ID (Found in the bottom of your Roku)
2. Shipping Address
3. Phone Number
4. Model number of your Roku

You can reply on this email, We will reply back quickly. Thank you."

[RokuDanny-R]

@bluenredmoon

Thanks for the posts. I'm sorry to hear about the experience—that's not what we aim for.
If you are already in contact 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

[bluenredmoon]

I just received a replacement. It seems it was not the remote it was the player because both remotes work with the new player. 

Anyway. The SOUND buttons do not work. Ugh. I don't understand how there can be so many issues with the new Rokus.

[abchester]

I’m having the same issues. I keep getting the error message. My 30 days is over today. I have a feeling that that’s what they are waiting for.

[bluenredmoon]

Sorry to hear that. That was my feeling as well and why I posted here. It was ridiculous. They were asking for the same serial number over and over again, IN THE SAME EMAIL CHAIN. After I posted this, they  finally said they'd send me a new remote (all this in the same email chain). Which they did. It's got some glitches (when you press the power button, sometimes it turns on the TV but not the Roku device or vice versa), but overall it works.