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TracyIII
Level 7

How to reply to Roku support on an open support case

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It is remarkable I find myself asking this Q, and perhaps I have overlooked something blindingly obvious, but:  I would like to know how to follow up on an open support case with Roku tech support.  

I logged a support case, received a case number, and about a day later received a reply.  So far so good, except that the support person answered a different question than the one I posed.

Now, I simply want to follow up on that open case.  And yet, when I reply to that email from customersupport<at>roku<dot>com ... I get an auto-reply that this is an unattended mailbox.  So, I am unable to follow up via email.  

Next, I log into my roku<dot>com account (as I am now) and search for a link to "open cases" ... but there is no such thing.  

Finally, I have logged a fresh case simply to say "please reply to my first case and answer the question I asked" ... as a desperate way to simply pursue the original topic and question.  I've received no reply to that follow-up case.  

To add insult to injury, I rec'd an auto-generated email saying "Hey, we're waiting for your follow-up on case number <blah> ... please reply and let us know if we can close the case."

Can someone please tell me how to do this simplest of all things ... communicate case feedback to Roku staff?  This goes well beyond frustratingly mysterious.  

Thanks

 

1 Solution

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RokuDanny-R
Roku Employee
Roku Employee

Re: How to reply to Roku support on an open support case

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@TracyIII 

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

I have passed along your concerns to our Support team They will follow up and assist you.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator

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6 Replies
RokuDanny-R
Roku Employee
Roku Employee

Re: How to reply to Roku support on an open support case

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@TracyIII 

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

I have passed along your concerns to our Support team They will follow up and assist you.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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TracyIII
Level 7

Re: How to reply to Roku support on an open support case

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Just checking -- can any Roku user tell me how to do this most basic of all things ... follow up on a support case with Roku support?  Is there no one who has opened a case and then sent feedback and had it received and ... gasp ... acted upon?  

I've only received the auto-generated email from RokuDanny ... "whom" I suspect is a bot not a person.  I've not heard a word from Roku support.  

More than a little frustrating.

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RokuDanny-R
Roku Employee
Roku Employee

Re: How to reply to Roku support on an open support case

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@TracyIII 

Thanks for the update.

I have passed along your concerns to our Support team who will reach out and assist you.

If you do not hear from our Support team within 1-2 business days, please feel free to send me a PM and I will make sure you are assisted.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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whatservice
Level 7

Re: How to reply to Roku support on an open support case

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Same here.  I sent in a request for support, with a fair amount of data on tests I did.  Roku reply gave a case number, and asked for much the same tests and a little bit more.  I did them and replied with the results.  Roku reply asked for more tests.  I did them and replied with the results.  Since then nothing.  No way to know the status of my ticket. 

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RokuDanny-R
Roku Employee
Roku Employee

Re: How to reply to Roku support on an open support case

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@whatservice 

Thanks for the post.

If you are already in contact with our Support team, we would recommend reaching out to them to follow up regarding your issue as they would best be able to assist you moving forward.


Thanks.
Danny

Danny R.
Roku Forum Moderator
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Jdeen
Level 8

Re: How to reply to Roku support on an open support case

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This appears to match the MO using bots to respond and never getting an answer to how to solve the problem. Staying complicit with the scam while they (ROKU and assoc "Scammers rake in thousands of fo profits on activation fees etc. I have posted a scam by purported third parties collecting activation fees. ROKU states they can not fight foreign scammers and does nothing to protect customers Privacy  Never any problems solved just the same excuses and deferring blame on foreign scammers. My question is can the foreign scammers be one and the same as the foreign manufactures leaving a back door to OUR privacy and Credit Card Information   JDeen 

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