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JJjr1
Level 7

Return trouble

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I am having trouble with returns of 2 Roku products and just keep getting the run around; bordering on fraudulent practices. Anyone else having trouble with returns?

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JJjr1
Level 7

Re: Return trouble

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Hello, Did you wait for the FedEx email?  When you receive it, that is where you want to print out your return label from.  Not on the Roku page.  If it still doesn’t work, get back on to Roku support.  It can turn into a really big hassle, believe me I do know.  Especially when there isn’t a phone number listed.  I had such a hassle one time with a game refund that I asked them if they had to take their shoes off in order to count beyond 10.  Good luck.

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13 REPLIES 13\
RokuDanny-R
Roku Employee
Roku Employee

Re: Return trouble

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@JJjr1 

Thanks for the post.

Can you please specify the issue you are experiencing?

With more information we will be able to assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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47
Level 7

Re: Return trouble

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I can’t get the label to do my return 

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JJjr1
Level 7

Re: Return trouble

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Hello, Did you wait for the FedEx email?  When you receive it, that is where you want to print out your return label from.  Not on the Roku page.  If it still doesn’t work, get back on to Roku support.  It can turn into a really big hassle, believe me I do know.  Especially when there isn’t a phone number listed.  I had such a hassle one time with a game refund that I asked them if they had to take their shoes off in order to count beyond 10.  Good luck.

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abchester
Level 7

Re: Return troubles What to do now

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I’m having the same issue. I’ve been trying every day for 3 1/2 weeks to submit the form for a return and the system doesn’t work. My 30 days have now past. Not sure what to do now, I found a phone number for the corporate office and have called and left a message for the last 5 days and still no reply.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Return troubles What to do now

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@abchester 

Thanks for the post.

For order related issues, please reach out to our support team directly here for your 'Questions about returning my Roku device or managing my order' issue, here: https://support.roku.com/contactus. They will be able to further assist you. If you are still experiencing an issue can you please provide the serial number/device ID on your Roku device? I'll be able to assist you further from there.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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abchester
Level 7

Re: Return troubles What to do now

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Well here we go again. This response only put me back on the same vicious cycle I’ve been on for a month now. I’m at my wits end. Don’t know what to do now. Not ready to give up yet. Maybe more messages to the corporate office.

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RokuMary-F
Roku Employee
Roku Employee

Re: Return troubles What to do now

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Hi @abchester,

Thanks for the following through the Roku Community!

We sincerely appreciate your patience and we are working on ways to better improve this process.

I can see that you’ve been in contact with our support team regarding your RMA request. Rest assured that I’ve followed up your RMA support request. Keep an eye on your email, a member of our support team will be in contact.

Please let us know if there's anything else we can help you with.

Best regards,
Mary

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abchester
Level 7

Re: Return troubles What to do now

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Ok Mary
 I’ve been watching my email for a week now and still nothing from you or anyone else from Roku. I’m beginning to think that you and Danny don’t really exist. Could it be that you are just automated email responses just to keep putting me off in hopes that I will give up. Well, I’m not giving up. I guess I’ll go back to calling the corporate office until I annoy someone enough to respond to me.

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RokuMary-F
Roku Employee
Roku Employee

Re: Return troubles What to do now

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Hi @abchester,

Thanks for the following up regarding your RMA inquiry.

I've re-escalated your ticket with our Account-billing team and you should be hearing from them.

We appreciate your patience and we are working diligently to provide our customer the best streaming experience and services.

Best regards,
Mary

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