Cameras & doorbells

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Katmaree
Reel Rookie

Not getting any help! Poor customer service

I’ve contacted Roku about my cameras not updating firmware and basically get a run around! I was told a week and a half ago and “technician” would be in contact with me… nothing happened. Contact support today via chat and phone and was told a ticket was never made and now I have to wait for them to call me at their convenience there is no way I can contact them. I have a job and can’t just sit here for 2 days to not be contacted again. Customer service needs some work! 

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7 REPLIES 7
RokuERey
Community Moderator
Community Moderator

Re: Not getting any help! Poor customer service

Hi @Katmaree,

Greetings from the Roku Community!

We regret hearing about this experience, and we really do apologize for the inconvenience this has caused.

We have verified your account, and it appears that one of our Support teams has already dealt with this issue and taken appropriate action. We would suggest continuing to work with them, as they would be able to assist you further regarding this.

Best regards,

Rey

ERey.
Roku Community Moderator
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Apalm
Newbie

Re: Not getting any help! Poor customer service

Does Customer Support exist?! I've sent numerous messages through Support and no response on my return.  Are they purposely stalling so I don't qualify under their 30 day return policy???  Very frustrating 😕 

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Katmaree
Reel Rookie

Re: Not getting any help! Poor customer service

Yes that’s what I’ve been told for almost 2 weeks now. The issue still has yet to be resolved. 

Katmaree
Reel Rookie

Re: Not getting any help! Poor customer service

You say one of your teams has “dealt” with the issue. The issue has not been dealt with if there is no solution. 

Katmaree
Reel Rookie

Re: Not getting any help! Poor customer service

I’m being to think they don’t. I keep hearing about this “technical team” that’s supposed to be reaching out to me, no emails nothing. Am I supposed to sit by my phone for 24-48 hours and not go to work to wait for them?

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RokuERey
Community Moderator
Community Moderator

Re: Not getting any help! Poor customer service

Hi @Apalm,

Warm greetings from the Roku Community!

This is not the experience we want to have, and we have reviewed your account and escalated it to our Support team.

Please keep an eye on your email address, as they'll be reaching you from there.

Just get to us if you still need a hand or anything else that we can further assist you with.

Thanks,

Rey

ERey.
Roku Community Moderator
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RokuERey
Community Moderator
Community Moderator

Re: Not getting any help! Poor customer service

Hi @Katmaree,

Greetings from the Roku Community!

We sincerely regret the delay in resolving this. We have validated your account, and one of our Support teams has facilitated this.

We would recommend continuing to work with them, as they would be the best at helping you with this case.

Let us know if there's anything else that we can further look into. Thanks!

Warm regards,

Rey

ERey.
Roku Community Moderator
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