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delg611
Level 7

Wrong replacement product shipped

I sent in a malfunctioning Roku Premiere and nearly a month after they received it (according to USPS delivery confirmation) they ship back a Roku Express, what gives.

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6 REPLIES 6\
renojim
Community Streaming Expert

Re: Wrong replacement product shipped

There are/were several models of Premieres and Expresses.  It's possible that your new Express is better than your old Premiere, so you may want to hang onto it.  What's the model number of the Express (written on it somewhere) and the model number of the Premiere if you remember?

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delg611
Level 7

Re: Wrong replacement product shipped

My old model sku is:3920RW, the replacement is:3930R. My old unit box is labeled: HD/4K/HDR the replacement is labeled HD.

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StreamerUser
Level 20

Re: Wrong replacement product shipped

@delg611 

You should definitely contact Roku CS about it:

chat/email:  https://support.roku.com/contactus

or

Phone:     (816) 272-8106     choose option 1 (Accounts/Billing)

If they cant send you the 3920 (for whatever reason), they should at least send you a 3940 (Express 4K).

renojim
Community Streaming Expert

Re: Wrong replacement product shipped

I agree with @StreamerUser , but to be honest any Roku would probably be better than that 3920.

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RokuDanny-R
Roku Employee
Roku Employee

Re: Wrong replacement product shipped

@delg611

Thanks for the posts.

If you are experiencing an issue with your RMA, we would recommend continuing to work with our Support team to further assist you.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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delg611
Level 7

Re: Wrong replacement product shipped

I would just like to say, ROKU finally shipped me a correct unit, I'm happy with it and while it took way too long to resolve the issue, I'm glad ROKU got me a replacement unit. I wish to thank all those who replied to me original posting and provided help in resolving my problem, thanks.

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