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Level 7

Defective remote and ditto Customer Support

On 11/2/19 I purchased a replacement remote from Roku. My second replacement; my dog loves to chew them up! Private Listening is a must-have feature for me, so I paid extra for the "Roku Gaming Remote" (RC72) with A/B buttons and an audio jack. The remote arrived after more than a week, but I was disappointed to find the audio cuts out totally after about an hour, sometimes less.

My main complaint is that Roku's automated customer service workflow will not allow me to request an exchange on a defective product. I can only RETURN the defective remote back AT MY OWN EXPENSE for a refund. Nor can I even request help from a human: the "Contact support" button on the order page is disabled.

I don't want to ship a defective product back at my own expense, wait a week, reorder, wait another week, and then find the replacement product has the same defect. Which seems likely, since, from what I can tell on this board and elsewhere, it appears Private Listening, which used to be a rock-solid feature, is now some kind of magic pixie dust. Maybe Roku's dog ate the top-secret chip architecture?

I like Roku as a service, but Customer Support on their hardware is not good.

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Roku Employee
Roku Employee

Re: Defective remote and ditto Customer Support

Hi,

Thanks for the inquiry. I'm sorry to hear about the experience—that's not what we aim for.

Please send me a private message with the email address used to place your order, along with the order number. I'll continue to assist you from there.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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