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DRMR
Level 7

How to get Roku Support with Roku giving bad information

Long story short; Roku advertised on their screensaver a unit that supports HD/4k/HDR.  I noted that according to the Roku website it does not support 4K and I needed a unit that would.  I contacted Roku to correct their offer or confirm that it would support 4K.  I was assured it would support 4K.  IT DOES NOT SUPPORT 4K as I was told in an email it would and on the offer.  All I wanted was to return the unit and get my money back.  I should not have to pay for shipping as I was given mis-information (bait and switch, misleading advertising: whatever you wish to call it).  I opened a ticket to have this addressed (return my unit with Roku paying for shipping and get my money back).  A week later my ticket was closed with the message: Hi Janice Thank you for contacting Roku Customer Support, You're subscription with One America News Network OAN cancelled from your Roku account and still valid through 07/14/2021.  As you can tell this was not my issue and they closed my complaint as solved for “Janice’s” issue.   I have texted, emailed and called Roku dozens of times to get no one that will help or no return call.  I have left my phone number at least 5 times to have call returned and nothing. 

Roku to this date I still have this unit that you lied about it features and capabilities and will not give me back my money.

If the community has ideas on how to jar Roku into being honest and helping let me know.

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6 REPLIES 6\
DBDukes
Community Streaming Expert

Re: How to get Roku Support with Roku giving bad information

@DRMR 

You're kind of all over the place. It looks like you have two separate issues inside that long paragraph. So, if there's an issue with a subscription, try this page: https://support.roku.com/article/208756478

If you want additional data regarding billing, go here: https://support.roku.com/contactus/1

Now, about the Roku device. You're really slight on details. What was the device that was advertised? Do you know the model number? Many Roku devices have similar names, and similar model numbers. For example, a Roku Express and a Roku Express+ are not the same thing, plus the Roku Express 4K+ is a still different device. It's vital to have and provide full and accurate information if you want to know more about things and perhaps find out where things went wrong.

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

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DRMR
Level 7

Re: How to get Roku Support with Roku giving bad information

I understand, it may seem like i  am all over the place, but I have over 15 pages of text and communication with Roku including about 20 emails.  All ignored or incorrect information.  I did not want to go on and on, but rather thought this might stir up Roku to actually take care of my issue.  

The model number in question have been research and corrected for my issue.  To be short again Roku indicated a model advertised would perform 4k and it can not.  This was blatant misrepresentation.  And now they will not refund the money. dont want to bore the community with pages and pages of  text but here is a sample: 

roku.jpg

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DRMR
Level 7

Re: How to get Roku Support with Roku giving bad information

you will note it says stream 4k hd and hdr, but when hooked to my tv only will get 1080 not 4k and when  you look at the specs it says: 

Roku Express Logo
Streams HD
 
I have many emails and chats where one of there reps assured me it could stream 4 k and it can not.  this only is the beginning of issues associated with this purchase.
 
 
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DBDukes
Community Streaming Expert

Re: How to get Roku Support with Roku giving bad information

@DRMR 

The only Roku models with "Express" in the name that supports 4K are models 3940 Roku Express 4K (a Walmart exclusive) and 3941 Roku Express 4K+ (standard Roku retail available most places). I've never seen either advertised for $20. I've seen the Express 4K+ for $30 (it's on sale for that right now, in fact), but I don't think the Express 4K (Walmart) has been below $30 either; certainly not for $20.

The ad you displayed looks in error. Perhaps @RokuDanny-R , @RokuMary-F , or @RokuKariza-D can offer some assistance. Be patient. They'll want to go over everything in excruciating detail with you, likely through PM. But work with them.

Oh, and always go with the specs from the Website or the device itself, rather than an advertisement. This is true not just for Roku, but for everything.

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

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DRMR
Level 7

Re: How to get Roku Support with Roku giving bad information

To be clear, The add i posted was from Roku direct.  It was an add on the screen save on my old Roku device and when you select offers on the Roku, it was also listed there,  I contacted Roku direct and got the bad information from their representatives and the unit was shipped from Roku. Again to be clear no  one but Roku was involved in this misrepresentation. 

and this is only the tip of the misrepresentation. 

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DBDukes
Community Streaming Expert

Re: How to get Roku Support with Roku giving bad information

@DRMR 

And to be clear, I'm suggesting three people at Roku that will advocate for you, but they need to get all their information together to do that for you. If you want a resolution, I suggest you go through them. As they've been tagged in the post, likely one will reach out to you soon. Maybe not tonight, as they don't work 24/7, but they'll step in and help if they can.

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."