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Assistance with managing your Roku account on device or on the web, logging into my.roku.com, billing or subscription questions, www.roku.com orders, promotions, and more.
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fc33
Level 7

ROKU support team hasn't responded to my support requests (via email) in over two months!!

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Worst support I have ever experienced, really disappointed.  Fraudulent billing as well, not as very good look guys.

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atc98092
Level 17

Re: ROKU support team hasn't responded to my support requests (via email) in over two months!!

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@fc33 wrote:

Worst support I have ever experienced, really disappointed.  Fraudulent billing as well, not as very good look guys.


How did you find the email address for support? If you simply did a web search, it's highly likely you didn't email Roku themselves, but it was a scam site. Amazing that they haven't tried to get you to pay something, but those scammers will shut down one email address and start another. That could explain why no answer.

What sort of assistance do you need? Perhaps someone here can help. We need to know what model Roku you have (model number, not the name) and what issue you have.

Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.

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Roku Employee
Roku Employee

Re: ROKU support team hasn't responded to my support requests (via email) in over two months!!

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@fc33 

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

Please send me a PM with your Roku account email address, device serial number, along with a summary of the issue that you are experiencing. I'll be able to assist you further from there.


Thanks,
Danny

Danny R.
Roku Forum Moderator

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atc98092
Level 17

Re: ROKU support team hasn't responded to my support requests (via email) in over two months!!

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@fc33 wrote:

Worst support I have ever experienced, really disappointed.  Fraudulent billing as well, not as very good look guys.


How did you find the email address for support? If you simply did a web search, it's highly likely you didn't email Roku themselves, but it was a scam site. Amazing that they haven't tried to get you to pay something, but those scammers will shut down one email address and start another. That could explain why no answer.

What sort of assistance do you need? Perhaps someone here can help. We need to know what model Roku you have (model number, not the name) and what issue you have.

Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.

View solution in original post

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Roku Employee
Roku Employee

Re: ROKU support team hasn't responded to my support requests (via email) in over two months!!

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@fc33 

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

Please send me a PM with your Roku account email address, device serial number, along with a summary of the issue that you are experiencing. I'll be able to assist you further from there.


Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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fc33
Level 7

Re: ROKU support team hasn't responded to my support requests (via email) in over two months!!

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Definitely not a scammer, got it from the same website, I would of gotten a response from a scammer at least.  Thanks for looking out.

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Strazz1
Level 7

Re: ROKU support team hasn't responded to my support requests (via email) in over two months!!

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I have done email support option with two specific issues with no response. It says once you submit your questions you will get a response within a day. Never seen a situation like this when you spend around $50 or more on a product and have no support from the manufacturer. If ROKU wants to be a good product for consumers then having support for their products should be at the top of their list in my opinion.  My two issues were lag time from the signal from my cable box to one of my TV's and to the ROKU device which is over a minute delay. The other is a simple one, wanted to know if 4K spotlight channel is free to use and if not how is it charged? 

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atc98092
Level 17

Re: ROKU support team hasn't responded to my support requests (via email) in over two months!!

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@Strazz1 wrote:

I have done email support option with two specific issues with no response. It says once you submit your questions you will get a response within a day. Never seen a situation like this when you spend around $50 or more on a product and have no support from the manufacturer. If ROKU wants to be a good product for consumers then having support for their products should be at the top of their list in my opinion.  My two issues were lag time from the signal from my cable box to one of my TV's and to the ROKU device which is over a minute delay. The other is a simple one, wanted to know if 4K spotlight channel is free to use and if not how is it charged? 


To answer your second question: I believe the Spotlight channel is simply gathering the content that is available on various streaming sources and providing a list of what's available. To actually view any of the content you have to have the channel in question installed, and of course a subscription if necessary. It's been quite some time since I've actually looked at the Spotlight channel, but that's what I recall at the time. It might have had some 4K shorts or trailers that it could play, but the remaining content is simply linked to the provider. 

Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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Strazz1
Level 7

Re: ROKU support team hasn't responded to my support requests (via email) in over two months!!

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Thank you for your response, it would be nice if a representative from ROKU would respond.. 

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