Accounts, Billing, & Orders

Assistance with managing your Roku account on device or on the web, logging into my.roku.com, billing or subscription questions, www.roku.com orders, promotions, and more.
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rsuser
Level 8

Roku + upgrade

I was offered by Roku to upgrade to Roku + as the earliest Roku I started with is old and will not receive any software updates. I gladly accepted the offer but all I received is a remote and no device to connect to my TV. Roku charged me $6 for shipping for a order I received after 2 weeks and is incomplete. There is no phone number or email address I could find to connect with someone at Roku to solve this problem. Can someone suggest what to do?

7 Replies
88inch
Level 7

Re: Roku + upgrade

[content removed] Be prepared for a minimum hold time of 15 minutes.

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awo007
Level 7

Re: Roku + upgrade

My issue is I was charged 2 times on my master card and 1 time on my visa no devices just 3 charges. i ve been trying to get them to reverse this since Nov 7. Now I have my credit card companies involved

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Roku Employee
Roku Employee

Re: Roku + upgrade

@awo007 @rsuser 

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

Please send me a private message with the email address used to place your order, along with the order number(s). I'll continue to assist you from there.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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rsuser
Level 8

Re: Roku + upgrade

Hi Danny,
thanks for the reply. I used [personal information removed].
Order # 800031022

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Roku Employee
Roku Employee

Re: Roku + upgrade

@rsuser 

Thanks for providing me with the information I have requested.

We will follow up and assist you from there.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Tyfhvb
Level 7

Re: Roku + upgrade

@awo007 Nearly same situation though at least I did receive the upgrade.  I'm still trying to resolve the double billing issue.  I sent an email inquiry a week ago and received an initial automated response. I haven't had any further communications from Roku. Yesterday I replied with an email to the initial Roku automated response and got a second automated response. So I guess the auto responder is at least working.  

To make things worse the Web page to submit a billing inquiry won't present a list of purchased Product orders, it only listed Content purchases for me to chose from.

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rsuser
Level 8

Re: Roku + upgrade

Yes, pretty frustrating and now I am being asked to give proof of what was told in the email I received. I don't have that original email anywhere. I will update if and how they resolve. It's only $20 risk/loss to me but they can make millions from thousands of customers.
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