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Paul11
Level 7

Really poor customer service around warranty returns

What experiences have people had with ROKU when you have had to complete a warranty return and replacement?

I've had confirmation from Royal Mail, that My stick & remote which are faulty were received by them three weeks ago tomorrow. I’ve still not received confirmation of receipt from them or when a replacement item is being sent back. This is despite multiple emails chasing this up. 
Now wish I’d bought an Amazon Firestick. I’m left paying for subscriptions services I cannot watch! 
Really poor customer service…

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4 REPLIES 4\
RokuMary-F
Roku Employee
Roku Employee

Re: Really poor customer service around warranty returns

Hi @Paul11,

Thanks for posting in the Roku Community!
Rest assured that I’ve escalated your RMA support follow-up. Keep an eye on your email, a member of our support team will be in contact.
We sincerely appreciate your patience and we are working on ways to better improve this process.
Thanks,
Mary

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Alup
Level 7

Re: Really poor customer service around warranty returns

Worst customer support I have experienced. I have 4 roku in my home. Need support for one that will not connect to the internet. Going round and round with support, wondering if they make it this hard so I might drop it. Problem started contacted on 5/1. Now 5/24 no resolution. Ticket # 5585794

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DBDukes
Community Streaming Expert

Re: Really poor customer service around warranty returns

@Alup 

As this is your first post here, we users here at the user forum don't know any of the details. So, until you give us information such as your Roku model number and OS version/build (Settings > System > About), we're flying blind.

If you have a Roku Express model 3930, and if your wireless router is from an ISP (that is,  you don't have your own and don't manage changes), then it's possible your ISP changed the wireless settings on the 2.4 GHz band from b/g/n to g/n, which will cause what you're experiencing. Give that a look.

Someone from Roku, perhaps @RokuMary-F , @RokuKariza-D , or @RokuDanny-R will be by, and they'll generally tell you to keep working with those with whom you've already contacted. But it's been three weeks. They may decide to step in (and on the toes of those in the other departments) and try to assist. Work with them if they do, and stay in contact with them. But do gather the model number, OS version/build, and anything else that might be helpful (error codes, error messages, screen shots of same) and expect them to reach out. They are usually very good about that.

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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RokuMary-F
Roku Employee
Roku Employee

Re: Really poor customer service around warranty returns

Hi @Alup,

Welcome to the Roku Community!

We apologize for the inconvenience this has caused and we are working on ways to better improve this process.

Upon checking our support team responded via email recently. Please check your email from our support team, they will be assisting you from there.

Thanks for your patience regarding this issue.


Best regards,
Mary

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