Account, payments & subscriptions

[leighh]

I purchased 3 Roku streaming sticks in February 2021.  One of them is now non-functional.  I know it is the stick because it will not work on any of my other tvs and the other sticks will work on the tv that the non functional stick was on.  I have contacted the ROKU folks and have provided all the requested information.  They acknowledge receipt and assign a support request number and include all my contact/shipping/ROKU device information.  Then they ask that I confirm this information and then they will provide a RMA and shipping instructions in a separate e-mail.  I respond that the information is correct and that is where all correspondence ends.  I even checked my spam for any response from them and nothing is there.  My ROKU support ticket number is 4499926.  I initiated the request on June 25th and my last correspondence from them was on June 26th.  It is now June 30th.  This is ridiculous.  Good thing I have other TV's and ROKU sticks that I can use.  THIS IS RIDICULOUS.  Anyone else have this issue?  If yes, how did you get it resolved.  Thanks!!

[RokuMary-F]

Hi @leighh,

We appreciate you for posting in the Roku Community.

I apologize for your experience here. I can understand how that may be frustrating.

Our support team responded via email recently. Please check your email from our support team, they will be assisting you from there. 

We appreciate your patience with this matter!

Thanks,

Mary

[leighh]

I have had no contact from your team since June 26th when I was asked to confirm my information.  I replied that all information was correct and I have not heard back from them since that time.

[RokuMary-F]

Thanks for keeping in touch and following up on your RMA status, @leighh.
Rest assured that I’ve escalated your RMA support follow-up. Keep an eye on your email, a member of our support team will be in contact.
We sincerely appreciate your patience and we are working on ways to better improve this process.
Thanks,
Mary

[leighh]

7/1/2021 - 8 a.m. - still no response with a RMA and return instructions.

[leighh]

7/2/2021 9 a.m. - Still NO RESPONSE

[DBDukes]

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@leighh wrote:

I purchased 3 Roku streaming sticks in February 2021.  One of them is now non-functional.  I know it is the stick because it will not work on any of my other tvs and the other sticks will work on the tv that the non functional stick was on.  I have contacted the ROKU folks and have provided all the requested information.  They acknowledge receipt and assign a support request number and include all my contact/shipping/ROKU device information.  Then they ask that I confirm this information and then they will provide a RMA and shipping instructions in a separate e-mail.  I respond that the information is correct and that is where all correspondence ends.  I even checked my spam for any response from them and nothing is there.  My ROKU support ticket number is 4499926.  I initiated the request on June 25th and my last correspondence from them was on June 26th.  It is now June 30th.  This is ridiculous.  Good thing I have other TV's and ROKU sticks that I can use.  THIS IS RIDICULOUS.  Anyone else have this issue?  If yes, how did you get it resolved.  Thanks!!

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I have not experienced the issue you had. I've had many Roku devices over the years, and required warranty replacement on one. It was a smooth process that took around a week.

Just to make sure, you said you contacted Roku, but I see no earlier posts on this board. How did you contact them? Did you use this page: https://support.roku.com/article/208757058 

If so, that's the same one I used (or its successor, with the Website redesign). If not that method, what method did you use?

[leighh]

I contacted ROKU through their support page.  I received a response and a ticket number.  I answered some questions and received another response requesting that I confirm my name and shipping information.  They stated that, once confirmed, I would receive a separate e-mail with my RMA and return instructions.  I immediately confirmed my information and that is the last correspondence I have had with them.  That was on June 26th.  I have been checking for the promised e-mail daily (yes, I also checked my spam) and, as of today, July 2nd, I have not received it.  Very frustrating.

[leighh]

I contacted ROKU through their support page. I received a response and a ticket number. I answered some questions and received another response requesting that I confirm my name and shipping information. They stated that, once confirmed, I would receive a separate e-mail with my RMA and return instructions. I immediately confirmed my information and that is the last correspondence I have had with them. That was on June 26th. I have been checking for the promised e-mail daily (yes, I also checked my spam) and, as of today, July 2nd, I have not received it. Very frustrating.

[DBDukes]

This is certainly not the experience I had. While @RokuMary-F seems willing to help, there have been no positive results from her intercession. I don't know that @RokuDanny-R or @RokuKariza-D would be able to offer more support, but it might be worth a shot hearing from them. If one of those administrators could take ownership and insist on being copied on a response, that would be very helpful. However, keep in mind that may not be possible, or at least not feasible, with the large number of issues they need to handle. I do suspect they fully recognize the situation in which you find yourself is unacceptable. Whatever or wherever the failure for support to follow through, they are usually able to make stuff happen.