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Andyroo
Level 7

Return problem - being ignored by Roku.

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Hi.

I received a support email to return my faulty Roku Streaming Stick + just before Christmas. I returned it first thing January and it was delivered to the UK agent (Exertis UK Limited) on 6 Jan. The replacement was supposed to be dispatched within 1 working day. I appreciate that things might be delayed by the situation but as of today I have not had my replacement or heard anything from Roku.

I have emailed support on a couple of occasions sending them dispatch details and tried approaching through the twitter account on 2 occasions but I've had no response or success in getting my replacement back. Can anyone from Roku help from this side?

Regards 

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2 Solutions

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Andyroo
Level 7

Re: Return problem - being ignored by Roku.

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Still feeling a bit ignored. Man Sad

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RokuDanny-R
Roku Employee
Roku Employee

Re: Return problem - being ignored by Roku.

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@Andyroo

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

Please send me a PM (private message) with your Roku account email address, and any case numbers that you may have regarding your issue along with a summary of the issue you are experiencing. I'll be able to pass along your concerns to our Support team who will be able to assist you further.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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6 Replies
Andyroo
Level 7

Re: Return problem - being ignored by Roku.

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Still feeling a bit ignored. Man Sad

View solution in original post

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RokuDanny-R
Roku Employee
Roku Employee

Re: Return problem - being ignored by Roku.

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@Andyroo

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

Please send me a PM (private message) with your Roku account email address, and any case numbers that you may have regarding your issue along with a summary of the issue you are experiencing. I'll be able to pass along your concerns to our Support team who will be able to assist you further.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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jwicloud
Level 7

Re: Return problem - being ignored by Roku.

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I am having same issue. Nobody is returning my attempts at communication re: RMA and return shipping address.

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Tomel
Level 9

Re: Return problem - being ignored by Roku.

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I don't think anybody works for Roku any more. It's just software that spits out one of several possible responses. I've been trying to get a problem resolved since early January. Keep getting an automated email saying something like "If we don't hear from you in (pick your length of time), we'll assume your issue has been resolved. RokuDanny on this site simply steers you back to the same software program (oops, I mean Customer Support staff). RokuDanny is probably a software program also.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Return problem - being ignored by Roku.

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@jwicloud

Thanks for the post.

Please be aware that there may be a delay in response time from our Support team during this period. Please be patient as our Support team is doing their best to reach out to every customer that is experiencing an issue.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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Tomel
Level 9

Re: Return problem - being ignored by Roku.

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Pass this along to support "team." Don't reach out to your customers until you have reviewed prior communications and tickets related to that customer and are ready with a solution -- or at least some guidance. Whenever I've made contact I've had to start over from ground zero each time, ending with promises to get back, and finally resulting in an email asking if my problem has been resolved. Just wasting my time. I'm done trying to contact Roku, but do want to let those who have posted know that they are not alone!!!

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