Account, payments & subscriptions

[Billie35jean]

Our streaming stick is under warranty. We were told to ship it back. An email from ROKU customer service said they would send a replacement 1 day after receiving the return and to expect it delivered in 3 to 5 business days. Roku finally acknowledged they received it on July 19th but they still list the replacement as pending. My emails inquiring about the replacement are going unanswered. 

[RokuERey]

Hi @Billie35jean,

Greetings from the Roku Community!

We really do apologize for the inconvenience this has caused. We have validated your account and have escalated it to our Support team.

Please keep an eye on your email address, as they will reach you from there.

Thanks,

Rey

[HDMIGuy]

@RokuERey I realize that this will not help the original poster and also that you can not solve the problem, however this level of customer service is happening far to often from Roku.  I have multiple Roku devices and love the interface and I have had very few problems with my Roku devices.  I also have an Apple TV, three chromecast with google TV, and a Firestick 4k.  The Apple TV device is much faster but also much more expensive than my Roku devices.  I have no problem with Roku except from my time on this website I have found to many people having to wait far too long for waranty replacements from Roku.  Please pass this on to your supervisor(s).  This is hurting your company in the long run.

[Billie35jean]

Thank you for your response. I have been actively watching my email and have not received anything yet. I am 88 and my husband is 91.  ROKU is the only thing we have to watch TV so we have been staring at the 4 walls since before July 6.  Would you have any idea as to when I could expect that email or the actual unit?

[RokuAnjelie]

Hi @Billie35jean,

Thank you for posting here in the Roku community!

We're sorry for the delayed response to this. Please be aware that we have escalated this once again to our Support team. Please keep an eye on your email, as they will contact you there.
We apologize for the inconvenience.

Thanks,

Anjelie