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Yapper
Level 7

Offer was for a Premiere but received an Express

I had multiple upgrade offers showing under "My Offers" for a Roku Premiere at $19.99 but when I followed the links and placed the order I received a Roku Express.

Please provide the product that was offered!

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5 REPLIES 5\
DBDukes
Community Streaming Expert

Re: Offer was for a Premiere but received an Express

You do know the Express and the most recent Premiere look alike, right? So, let's confirm how you know it's an Express. Is it because it says "Express" on the box? Is it an Express model number? What is the model number?

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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Yapper
Level 7

Re: Offer was for a Premiere but received an Express

The box says Express model number 3930R. Settings > System > About shows 3930X - Roku Express so I'm sure it's not a Premiere.

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DBDukes
Community Streaming Expert

Re: Offer was for a Premiere but received an Express

The Premiere has been discontinued. It was replaced in the lineup with a different Express model, the model 3941 Express 4k+, which has better remote and better network capability than the Permiere. However, they didn't give you that, they instead sent you a lesser device.

Had it been the 3941, I'd have suggested accepting it, as it is a slight step up from the  3920 Premiere. But, they stepped you down (even with a higher model number). I'd suggest contacting @RokuDanny-R@RokuMary-F, or @RokuKariza-D about it. They've now been tagged, and will likely come by, though I'm not certain their schedule on weekends.

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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Yapper
Level 7

Re: Offer was for a Premiere but received an Express

I had 3 upgrade offers and they mention 4k streaming and in the small print give the details as Roku Premiere 3920R.

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DBDukes
Community Streaming Expert

Re: Offer was for a Premiere but received an Express


@Yapper wrote:

I had 3 upgrade offers and they mention 4k streaming and in the small print give the details as Roku Premiere 3920R.


That device was discontinued recently, and, as mentioned, seems to have been replaced in the lineup with the 3941 Express 4K+ device. Being discontinued, it makes sense they would replace it with a comparable item. What they sent you is a lesser item.

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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