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kmhl1388
Level 7

Customer support

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Can anyone tell me how I can get any customer support, when I eamil I wait for days before I get a response. They had me send my device back because it was defective, it was recieved over a week ago and we cannot get any response from them on if and when we will get a new one. Device is less than 2 months old and we have been dealing with them for a month!!!

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RokuDanny-R
Roku Employee
Roku Employee

Re: Customer support

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@kmhl1388

Thanks for the post.

We would recommend reaching out again to our Support team regarding your issue as they would best be able to assist you moving forward.

Please be aware that there may be a delay in response time from our Support team during this period. Please be patient as our Support team is doing their best to reach out to every customer that is experiencing an issue.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator

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Tomel
Level 9

Re: Customer support

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Good luck. I've been trying over a month to get a problem resolved. Odd are, when you do get a response it will be an automated response that asks if you are satisfied with the resolution of your issue and can they close your ticket.

My recommendation. If you paid by credit card and are still within the "dispute" window, ask Roku for a refund and dispute the charge with your credit card company, providing them with the documentation showing you have tried to reach some satisfactory solution with Roku. Your credit card company will give you what they call provisional credit and will send your dispute to Roku. If Roku does not respond to the credit card company within a specified time your provisional credit will become final.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Customer support

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@kmhl1388

Thanks for the post.

We would recommend reaching out again to our Support team regarding your issue as they would best be able to assist you moving forward.

Please be aware that there may be a delay in response time from our Support team during this period. Please be patient as our Support team is doing their best to reach out to every customer that is experiencing an issue.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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