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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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3 Replies
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.

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MaryFranco
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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