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jfd123
Level 7

Roku is defective, need to return it

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I purchased a Roku Streaming Stick + (3810, 3811 series)  from Amazon, and it worked great for a week or two, but now it won't connect to my internet or to the remote and constantly tells me it's missing the advanced wireless receiver despite it being plugged in. I chatted with support, and they walked me through a bunch of steps (e.g., unplugging, plugging back in, etc. etc.) and then determined it's a faulty device that needs to be sent in to be replaced. He told me I would get an email with the return instructions, but I never received anything, so I made an inquiry about it but still haven't heard anything. Should I be contacting Amazon instead, or how can I get this resolved?

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1 Solution

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RokuDanny-R
Roku Employee
Roku Employee

Re: Roku is defective, need to return it

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@jfd123

Thanks for the post.

If you are already in touch with out Support team, we would recommend following up regarding your issue as they would best be able to assist you moving forward.

Thanks,
Danny

Danny R.
Roku Forum Moderator

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3 Replies
renojim
Level 21

Re: Roku is defective, need to return it

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I would contact Amazon.   They have much better customer support.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Roku is defective, need to return it

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@jfd123

Thanks for the post.

If you are already in touch with out Support team, we would recommend following up regarding your issue as they would best be able to assist you moving forward.

Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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Wtffag
Level 7

Re: Roku is defective, need to return it

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Same issue and roku won't do anything so far

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