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CMHudson
Level 7

How to get a refund from roku for bad devices and unrealable channels

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After having a Roku for 3 years it is time to go elsewhere.  One can not contact them directly. We have The Motortrend App. And it is HORRID. It loses sound it locks up you can't select a Top Gear episode with out it going berserk.  The CBS All Access is the same. Hyper slow loading. Freezing. Buffering issues. (We have 200meg internet and a brand new Cisco Router) Going back to a Amazon fire stick or anythng else. So how do you get a refund from Roku for  bad customer service bad channels? Roku Used to be good . but the last 6 months its been **bleep**

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RokuDanny-R
Roku Employee
Roku Employee

Re: How to get a refund from roku for bad devices and unrealable channels

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@CMHudson 

Thanks for the inquiry.

If you are having issues with a channel's features and functionality, you'll want to contact the channel provider support directly to inquire about further troubleshooting steps. Many channels on Roku are developed and maintained by the channel provider themselves. They will need to investigate, and resolve issues within their channel (app) directly, which may require an update to their channel. This is all handled by each channel provider themselves, and they'll be able to best assist you. 

For products purchased from the Roku website (www.roku.com), Roku offers a 30-day, money-back guarantee from the date your order ships and your payment method is charged. If you purchased your Roku device from a different retailer, please refer to the return policy of that retailer. 

Thanks,
Danny

Danny R.
Roku Forum Moderator

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3 Replies
boogernose
Level 18

Re: How to get a refund from roku for bad devices and unrealable channels

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So youve had it for three years and it worked fine and in the last 6 months youve had problems with two obscure Channels and you want a refund.....

---A problem clearly stated is a problem half solved---.
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RokuDanny-R
Roku Employee
Roku Employee

Re: How to get a refund from roku for bad devices and unrealable channels

Jump to solution

@CMHudson 

Thanks for the inquiry.

If you are having issues with a channel's features and functionality, you'll want to contact the channel provider support directly to inquire about further troubleshooting steps. Many channels on Roku are developed and maintained by the channel provider themselves. They will need to investigate, and resolve issues within their channel (app) directly, which may require an update to their channel. This is all handled by each channel provider themselves, and they'll be able to best assist you. 

For products purchased from the Roku website (www.roku.com), Roku offers a 30-day, money-back guarantee from the date your order ships and your payment method is charged. If you purchased your Roku device from a different retailer, please refer to the return policy of that retailer. 

Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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rhondaburns6
Level 7

Re: How to get a refund from roku for not validating account & allowing service to be set up

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I purchased my Express device on 11/29/2020 and after setting it up 1 week ago I have been unable to get assistance from customer service as to how to enter my email address into the television prompt although my Roku account has been set up for almost two weeks it did not link my television to my device or Roku account during my initial set up. When I have reached out to customer service I have received a reply to my first email not the most current email, it appears no-one reads or comprehends what I am "sharing" and therefore; the matter remains unresolved.

I personally tried Roku due to rave reviews from acquaintances but based on this experience and your company's customer service I would not recommend this product.   

You must do better.

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