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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bru20
Level 8

Roku won't send me promo emails and I again lost out

Despite them having my email (I have an account obviously) they continue to not send me promotional emails.  I must have unsubscribed at one time and despite resubscribing and even talking to them about it they still can't get me promotional emails.

I just claimed an offer that was on my homepage and they should have sent me an email with the claim code but I did not get it.  I went through this another time and was told there is nothing they can do.  Even though they have my email and I want promotions sent to me they can't do it.  Ridiculous.  I just bought two new Rokus but I think I will return them since they can't fix my email in their system.
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26 Replies
jeffrok
Level 11

Re: Roku won't send me promo emails and I again lost out

So you bought Roku's, like Roku's, but because you didn't get a promo deal in your email, you're going to the extreme of returning all things Roku?

Weird.
Yeah, I got some Rokus.
https://youtu.be/d1CSEeqWl10
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bru20
Level 8

Re: Roku won't send me promo emails and I again lost out

You bet.  The companies customer service is horrendous.  They don't even understand that its not one of their free trials but an ad on their homepage.  I don't give my money to companies that can't understand a valid complaint and rectify it.  This has gone on for years.  I unsubscribed and you would think it would be simple to get back on their list, but it isn't. I spend an afternoon on chat with them and they are CLUELESS.  I say numerous times the ad is on my homepage and they don't even understand that.  Apparently they aren't even familiar with their own product.  I already have two Rokus but certainly will not give them any more of my money.
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MrDifficult
Level 7

Re: Roku won't send me promo emails and I again lost out

To what offer are you referring.
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Elijah_Baley
Level 7

Re: Roku won't send me promo emails and I again lost out

Most of the time when emails do not get through to the intended destination they have been redirected as junk or blocked by the email provider in some way.

I am not saying that is the case here but failing to send an email to one possible recipient is kind of far fetched. I can not conceive of any reason for Roku to block one customer from receiving their emails.

As far as Roku's customer service goes for this issue; of course they are clueless. The customer service is outsourced and the reps involved only know about the TV/internet/streaming side and then they only have limited information and emails from the web site is well outside any script or instructions they would have.

Tomorrow (Monday) after the left coast wakes up I would expect an actual Roku employee to jump in and try to resolve this issue.
Two Roku Ultras, three Roku 3s and a Roku 1
"Part of the secret of success in life is to eat what you like and let the food fight it out inside." Mark Twain
Van Roy's Law: An unbreakable toy is useful for breaking other toys.
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bru20
Level 8

Re: Roku won't send me promo emails and I again lost out

"Elijah_Baley" wrote:
Most of the time when emails do not get through to the intended destination they have been redirected as junk or blocked by the email provider in some way.

I am not saying that is the case here but failing to send an email to one possible recipient is kind of far fetched. I can not conceive of any reason for Roku to block one customer from receiving their emails.


I switched email on my account to a different web based email service than the previous.  Restarted the Roku to make sure the new email was in there and sure enough it showed when I again did the promo from the home page.  Again no email.  So its somehow related to my account.  

It was suggested that I create a completely new Roku acct. but I am (not surprising) confused by how to do that.  The person said I would just switch my Roku device to the new account on the device but I don't even see how to do that. I see no way to log out, change etc. on the device itself.  So would I have to deactivate, remove the device, etc. from my current account?  Roku.com is no help nor is Google.
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Heyitsrick
Level 9

Re: Roku won't send me promo emails and I again lost out

Again, what offer are you specifically referring to? Yes, I know you'll say all of them. But what offer this time?
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bru20
Level 8

Re: Roku won't send me promo emails and I again lost out

"Heyitsrick" wrote:
Again, what offer are you specifically referring to? Yes, I know you'll say all of them. But what offer this time?

The specific offer isn't the issue.  I should have received an email from reply@email.roku.com  immediately after completing the promotion on the device.
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Elijah_Baley
Level 7

Re: Roku won't send me promo emails and I again lost out

One problem with creating a new account would be if you have purchased any channels or anything else through your account you would not be able to transfer those to your new account.

If you are good with that however then creating a new account and placing your Roku on it is pretty simple:
1. On your computer go to your Roku account and sign out. The account page has a icon in the upper that says "Welcome Your Name v" Click on the "v" and then sign out.
2. It may take you to a screen where you can create a new account but sometimes it does not. If it does not try this link:
https://my.roku.com/signin
3. Click the "Create account" link on that page and use an email that is not associated with your original account.

Once that is completed then you need to factory reset your Roku:
4. On your Roku go to settings/system/advanced system settings/factory reset  and follow the bouncing ball. 
5. When you get to the part to link to your account be sure to link to the new account.
6. You will need to reinstall and setup any apps you want.

Note: Apps that require a fee but are not handled through Roku's system, like Netflix, can just be linked in as normal. No additional charge for those. 

Before you do all that you might want to wait until tomorrow to see if a Roku employee might be able to help.
Two Roku Ultras, three Roku 3s and a Roku 1
"Part of the secret of success in life is to eat what you like and let the food fight it out inside." Mark Twain
Van Roy's Law: An unbreakable toy is useful for breaking other toys.
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MrDifficult
Level 7

Re: Roku won't send me promo emails and I again lost out

Softcore porn, huh?
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