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fmg713
Level 8

Still waiting for support to help me with my exchange

I contacted support on March 3 regarding an exchange for a defective Roku Premier I received after placing an order online on Roku.com. After discussing my issue with the agent, I was told I would receive an email with further instructions. I waited but never rec'd anything. On March 4, I contacted support again, told them my issues, and rec'd an email with a request support number#(4148438) and was told someone would be contacting me shortly. It's now Mar 6 and I have yet to be contacted by anyone at Roku to help me with my issues. How long do I have to wait to get any type of help or support from Roku? I only have so long to return this device. 

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6 REPLIES 6\
internetvic1
Level 8

Re: Still waiting for support to help me with my exchange

My Premiere Stick (2 years warranty) failed after 13 months.

It took 10 days and 6 support messages for them to approve a RMA.

19 days after they received the faulty product, no replacement received as yet and an additional 6 support messages have been sent plus one Twitter message.

UPDATE: 34 days after receiving faulty unit a replacement arrived! Yippee! 

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RokuMary-F
Roku Employee
Roku Employee

Re: Still waiting for support to help me with my exchange

Hi @fmg713,

Thanks for the post.

If you were in touch with our Support team recently and still need further assistance, we would continue to reach out to them as they would best be able to assist you moving forward.

Thanks,

Mary

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fmg713
Level 8

Re: Still waiting for support to help me with my exchange

This is ridiculous. I have reached out and they won't respond back to me like they said they would. I have better things to do with my time than to keep requesting help from Roku support over and over. I'm done. I'm returning the defective product and want nothing to do with Roku anymore. You lost a customer for life bc of lousy customer service that has refused to help me. 

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Shoeman
Level 7

Re: Still waiting for support to help me with my exchange

I am receiving the same run around on my return and replacement.  Unfortunately, I have no ability to return my unit (it has been 4 months since my purchase from BB) but just trying to have Roku honor the one year warranty.  I have personally purchased 6-7 Roku's over the years and influenced many friends to use their device when beginning to stream.  That ship is about to sail...no excuse for **bleep** and slow customer service.  Surprised their agents haven't said "....due to the pandemic..."

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Shoeman
Level 7

Re: Still waiting for support to help me with my exchange

Roku agents verified my serial number and know the unit is in warranty.  The issue is why they don't have a more robust system for generating the required email with the RAA so you can begin the process on a timely basis.  I have chatted twice with agents who say the email should be sent "in a few hours" and nothing happens.  It shouldn't take a committee of Roku people to review this and then "authorize" the email that the chat agent told you was coming.  Not the customer service experience I am happy with.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Still waiting for support to help me with my exchange

@Shoeman

Thanks for the posts.

It looks like your are in touch with our Support team. If you need further assistance, we would recommend continuing to work with them as they would best be able to assist you moving forward.

As a friendly reminder to Community users of the Community guidelines when posting:

  1. Be kind, courteous, and positive when posting. The Community exists to help users. Posting abusive, obscene, harassing, hostile, defamatory, offensive, tortious, argumentative, inappropriate or otherwise objectionable content may result in loss of access to the Community. Roku reserves the right to remove any content at its discretion. 

We will be closing this thread out.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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