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seamusnh
Level 7

How long for a warranty claim?

I have three roku and one of them, the most recently bought one, isn't working. I determined it was the Roku by switching it with another Roku in a different location in the house.  Contacted support on November 19th.  Lots of automatic emails since then but no replacement.  On December 12th, the system stated that a replacement would be sent in 3 - 5 business days.  Nothing yet.  No shipping information or tracking number.  No response to my inquiries.  

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3 Replies
DBDukes
Level 10

Re: How long for a warranty claim?

"seamusnh" wrote:
I have three roku and one of them, the most recently bought one, isn't working. I determined it was the Roku by switching it with another Roku in a different location in the house.  Contacted support on November 19th.  Lots of automatic emails since then but no replacement.  On December 12th, the system stated that a replacement would be sent in 3 - 5 business days.  Nothing yet.  No shipping information or tracking number.  No response to my inquiries.  

After I got the RMA and shipped my Roku, I got the replacement about a week after they received mine.
DBDukes
http://www.dbdukes.com/
Roku Ultra (4660)
Roku Premiere+ (3921)
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LaVonda
Level 7

Re: How long for a warranty claim?

I am having the same problem. Sent my malfunctioning Roku Ultra to them on Dec. 2. When I reply to their e-mail they just update my comments. l am trying to reach them on the phone right now. Estimated wait time keeps increasing. Started at 12 minutes and is now up to 22 minutes.  Next time I will by an amazon fire device. Customer service sucks.

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Roku Employee
Roku Employee

Re: How long for a warranty claim?

@LaVonda 

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

Please send me a PM with your Roku account email address and include the case number(s). I'll be able to assist you further from there.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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