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!
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
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.
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
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