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CarlWilliams
Level 7

Need assistance with Customer support ticket

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Roku support/customer service is stuck in a loop. I submitted a ticket, received a response, I replied to the response then received:

"It’s been a while since we've heard from you, so this automated message is here to remind you that we're looking forward to your response on the ticket you requested. If we don’t hear back from you in 3 days, well assume it’s safe to mark the ticket as resolved.
In case you forgot, here's what your ticket was about:"

I've responded several times stating I ALREADY REPLIED but continue to receive these: "It's been a while...." responses. ????????????????????????

This in no way instills much confidence in my purchase (2 Roku Ultras). Hmmmm.

BTW, it is late in 2022 and THIS amateurish customer interaction is still an issue? Don't tell me, COVID?

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RokuDanny-R
Roku Employee
Roku Employee

Re: Ticket # 5892225 is awaiting your response: Questions about setup or using my Roku

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@CarlWilliams

Thanks for the post. I'm sorry to hear about the experience—that's not what we aim for.

I have passed along your concerns to our Support team. They will follow up and assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator

View solution in original post

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RokuDanny-R
Roku Employee
Roku Employee

Re: Ticket # 5892225 is awaiting your response: Questions about setup or using my Roku

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@CarlWilliams

Thanks for the post. I'm sorry to hear about the experience—that's not what we aim for.

I have passed along your concerns to our Support team. They will follow up and assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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