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PJB2
Level 7

RMA Support from Roku

Anyone having issues with Roku support not responding to cases?  I did a online chat several weeks ago and agent agreed to replace unit.  He said that customer service would be contacting me within 3-5 days to provide RMA number and return instructions.  I received an email several days latter that said they are reviewing my case.  After a couple of weeks I responded to the email asking for an update.  It assigned me a second support case number and said that they would be in touch.  It's now been almost a month with a broken device and I can't find a way to get back a hold of anyone.  Any suggestions?

 

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2 Replies
RokuMary-F
Roku Employee
Roku Employee

Re: RMA Support from Roku

Hi @PJB2,

Thanks for posting in the Roku Community! 

I can see that you’ve been in contact with our support team regarding your replacement request. Rest assured that I’ve followed up on your RMA support request. We sincerely appreciate your patience, please keep in mind that some warehouse and shipping processes have been impacted by covid delays. Keep an eye on your email, a member of our support team will be in contact

Thanks,
Mary

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PJB2
Level 7

Re: RMA Support from Roku

I received an email stating that I should have received a replacement.  I have not received a replacement.

 

I don't recall giving any one my mailing address so assuming that they are getting it through the registration process.     

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