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tending_g
Level 7

The instructions to exchange a Roku do not work - it ends up back on the support home page

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I'm trying to exchange a Premier under a 1 year warranty.  When I click or return a Roku product it just cyles back to the customer support home screen.  So I wrote to customer support, and I got an auto reply to use the website.. (which isn't working) - The phone number also does not work due to the situation.  I just want to exchange my defective Premier for a replacement.  

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RokuDanny-R
Roku Employee
Roku Employee

Re: The instructions to exchange a Roku do not work - it ends up back on the support home page

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@tending_g @Jesseg_1963 

Thanks for the post.

For more information about processing a return/exchange, visit our Support page here: Step by step instructions for returns and warranty replacements

If you need further assistance with your issue, please reach out to our Support team directly here for your 'Account or billing' issue, here: https://support.roku.com/contactus. They will be able further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator

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Jesseg_1963
Level 7

I need to exchange my Roku.

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The worst of it all they don’t answer their customer service line and their emails there is no way to contact someone there and I need to exchange my Roku.

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RokuDanny-R
Roku Employee
Roku Employee

Re: The instructions to exchange a Roku do not work - it ends up back on the support home page

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@tending_g @Jesseg_1963 

Thanks for the post.

For more information about processing a return/exchange, visit our Support page here: Step by step instructions for returns and warranty replacements

If you need further assistance with your issue, please reach out to our Support team directly here for your 'Account or billing' issue, here: https://support.roku.com/contactus. They will be able further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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tending_g
Level 7

Re: The instructions to exchange a Roku do not work - it ends up back on the support home page

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You seemed to miss the point of what I'm saying.. if I follow those instructions.. I end up at https://support.roku.com/contactus/returns-and-manage-orders - which doesn't allow me to do ANYTHING.  No return, no RMA, no nothing.  And the email support, tells me to use the website, which as I explained, doesn't work.    Please help!!

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RokuDanny-R
Roku Employee
Roku Employee

Re: The instructions to exchange a Roku do not work - it ends up back on the support home page

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@tending_g 

Thanks for the post.

When directed to the Support link, are you able to navigate the options to process a RMA through:

Select an issue > Questions about returning my Roku device or managing my order > then selecting the appropriate options?

Please be aware that you will need to be signed into your Roku account to proceed with the Support page.

Please keep us posted what you find out.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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tending_g
Level 7

Re: The instructions to exchange a Roku do not work - it ends up back on the support home page

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When I go to => Manage, return, or replace my order,

the website just goes back to https://support.roku.com/contactus/returns-and-manage-orders

and there is *NOTHING* to do.. no order history or anything.   In addition, the website in the upper right says "Welcome back, Doug" so I think it's safe to assume I am logged in. 

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RokuDanny-R
Roku Employee
Roku Employee

Re: The instructions to exchange a Roku do not work - it ends up back on the support home page

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@tending_g 

Thanks for the post.

If you are unable to access the contact form for our Support team, please send me a PM with your Roku account email address, and include all pertinent information of your device that you wish to exchange along with a summary of the issue you are experiencing. I'll be able to assist you further from there.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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tending_g
Level 7

Re: The instructions to exchange a Roku do not work - it ends up back on the support home page

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Is there anyone working at support? The phone number doesn't work because of the situation.  Emailing doesn't work - they just say to use the website.  The website isn't able to load my order history.  This community option so far has not worked.  We've exchanged two private messages and I've heard nothing in a week from Customer Service.    What am I supposed to do? 

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RokuDanny-R
Roku Employee
Roku Employee

Re: The instructions to exchange a Roku do not work - it ends up back on the support home page

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@tending_g 

Thanks for your post.

I have already passed along your concerns to our Support team. Please be aware that there may be a delay in response time from our Support during this period. Please be patient as our Support team is doing their best to reach out to every customer experiencing an issue.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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tending_g
Level 7

Re: The instructions to exchange a Roku do not work - it ends up back on the support home page

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So it's now December - I still have not heard from the Roku support team.  This is a situation Delay? At this point, I want a return, rather than an exchange.  Since we have not communicated since September, this seems like a pretty long delay. 

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