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Level 7

Roku Premiere RMA purgatory

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So....my Roku premiere sensor in the premiere box died on 12-10-19. My remote and a generic remote that used to work got no response. After escalating to a supervisor I managed to have a replacement premiere sent to me and that resolved my viewing problem. However....

...the RMA label they sent to me on 12-15-19 was defective. It literally faded (like old thermal paper exposed to the sun) in one day and was unreadable. So....

....I called 12-16-19 and found out they cannot send me an email to print my label (WHY??) but would send me another label. I never got it, so....

....I called again 12-28-19 and was assured I would get another label sent and I should get it "in a day or two". Never got that... so 

....I'm reaching out here. This is VERY frustrating. I want their broken junk out of my house and I do not want to be charged for the under warranty RMA replacement. Address is correct (or I never would have gotten the RMA hardware). Case number 3164714 and 3146318. 

Help!

 

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Roku Employee
Roku Employee

Re: Roku Premiere RMA purgatory

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@EarlOh 

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

I have passed along your information to our Support team, they will follow up and assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator

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Level 7

Re: Roku Premiere RMA purgatory

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I know this site is monitored by Roku. Want to be clear....almost a day and still no reply and now the 'alleged replacement label' that they said would be here by 01-04-20 is still not here 01-09-20.

 

 

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Roku Employee
Roku Employee

Re: Roku Premiere RMA purgatory

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@EarlOh 

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

I have passed along your information to our Support team, they will follow up and assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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Level 7

Re: Roku Premiere RMA purgatory

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After reaching out to management 'suddenly' I got an emailed RMA label. I appreciate the convenience of receiving it this way. 

Please let customer support know that it should not have been this challenging to resolve.

EarlOh

 

 

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