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Level 13

Re: Please Stop Trashing Roku

Why trashing/bashing Roku is so rampant and even increasing is. simple:  frustration!

All the important ingredients are present right here.  No more easy popular means of direct communication (I.e working call center, Chat, brick & mortar physical stores, and the like) to field problems and concerns.  Game playing or even ignored when app availability is denied during multi-company many spats. And worse of all, not even acknowledging the customer's own financial concerns involving the Roku products & services.

Then providing a user friendly (the seemenly only serious  option here) online forum to showcase all of the above and what do you have?   Proudly showcasing Roku's dirty laundry.  I bet there isn't anyone here that does not like to read all those trashy gossip rags at the supermarket checkout line.

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Level 8

Re: Please Stop Trashing Roku

People are trashing Roku because Roku trashed their customer support service.  A forum is NOT an acceptable substitute for actual customer support, and having a broken email option is inexcusable.  I sometime have to work from home due to the situation, and when I do it is a company expectation that I have my phone forwarded to my cell phone so I can still take calls as needed.  My only guess is that Roku lept upon the excuse of the situation to fire all their call center employees and dissolve it entirely.

People are upset because they paid money for a product that they are not being offered adequate support on.  Why is there no online chat support?  That is something that can easily be done from home, and yet it is not an option?

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Level 21

Re: Please Stop Trashing Roku

Roku has never had telephone customer support, so there was no call center to close. It is disappointing that they don't have a simple email address for tech support. They are forcing their forum moderators to be the go-between, and it's less than effective. And I am in no way disparaging RokuDanny, as he does his best within the limits the company places on him. 

One of the major issues is people are constantly blaming Roku for issues with the channels/apps. With the exception of Roku Media Player and The Roku Channel, Roku themselves do not produce or support the channels we use on the devices. Roku cannot fix what they did not create and have no ability to even look at the coding.

Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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Level 17

Re: Please Stop Trashing Roku

Can you explain to us why this Forum is inadequate?

If you cant clearly post your problem herein where you can take your time youre going to

sound foolish on the phone. Where it would be a waste of time.

All Tech problems from top to bottom are resolved online.

You, like most people with problems are simply impatient.

Overall most people never have serious problems at all. I am of the mind that those that feel

the need to be baby walked over the phone really arent up to the task of Tech at all.

Roku Ultra ---Ethernet rules---

From now on if people dont upvote me and do as I say I will consider holding my breath and selling my Roku's.
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Level 8

Re: Please Stop Trashing Roku


@atc98092 wrote:

Roku has never had telephone customer support, so there was no call center to close.


Google "roku support phone number" and you will see otherwise.  Call that number, and you will get an automated message telling you phone support has been closed due to the situation and to see support on the forums or by email (which, again, is broken).  Regardless of whether they had a dedicated call center or not, they DID offer over-the-phone support, then canceled it.


@atc98092 wrote:

One of the major issues is people are constantly blaming Roku for issues with the channels/apps. With the exception of Roku Media Player and The Roku Channel, Roku themselves do not produce or support the channels we use on the devices. Roku cannot fix what they did not create and have no ability to even look at the coding.


Unless Disney+, Netflix, and Pandora all broke simultaneously, it's a little disingenuous to suggest that something isn't up with Roku and how it interacts with those services, no?

Can you explain to us why this Forum is inadequate?

Are you seriously asking why posting a question and waiting hours or more for a response is worse than a 15 minute phone conversation?  Seriously?

You, like most people with problems are simply impatient.

Roku is not doing me a favor by offering technical support in a timely fashion.  It is part and parcel of what I paid for, and if they cannot manage basic customer serve like any other respectable company, I will not be purchasing any of their products and I'll make sure I'll pass that along to my friends and family whenever they're looking at what company to purchase from as well.  Loyalty cuts both ways, screw your customers and you'll suddenly find you don't have any.

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Level 17

Re: Please Stop Trashing Roku

@Shadowfarble 

Didnt you mention you had a lower end Model Roku?

Those are some of the most demanding Channel/Apps

What difference's do you suppose exist between say an Ultra and lower end Models?

Roku Ultra ---Ethernet rules---

From now on if people dont upvote me and do as I say I will consider holding my breath and selling my Roku's.
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Level 13

Re: Please Stop Trashing Roku

Spell it out more clearly: better performance, even sometimes the only way you can stream a very demanding app.  

I use only the better Roku models -the Ultra & Streaming Stick Plus-after dealing with too many glitches with a lower performing now obsolete plain Stick.  The Ultra has an Ethernet port & the SS Plus has a boost built right in. 

The only thing either of these devices cannot do is add channels that are not available for downloading into your own device.  

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Level 10

Re: Please Stop Trashing Roku


@boogernose wrote:

Can you explain to us why this Forum is inadequate?

go through the community posts and look at all the posts that have no replies.

if this is supposed to be a substitute for technical support, I would say that it is a failure.

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Level 17

Re: Please Stop Trashing Roku

@Gary-94080  You know many people have tried over the years to offer help.

But is gets very tiresome dealing with Ego's. I dont see where youve posted much

beyond the Media Player. You dont get exactly what you want, and now, you rant out

of frustration like a baby. What would you want over the phone aside from ranting

and holding someone hostage to your selfish Mental disease? Smply because yu cant

have your way and now. Do you have an actual problem or did you feel the need to add input?

Im certain over the phone this would become tiresome as well.

 

Roku Ultra ---Ethernet rules---

From now on if people dont upvote me and do as I say I will consider holding my breath and selling my Roku's.
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Level 13

Re: Please Stop Trashing Roku

Actually, if someone with technical training handles problems & concerns the way people deserve & expect, there would be no more half hearted miscommunications between all parties involved.  A paycheck does make a real difference for the seriousness of the countless mishaps which seem to occur over and over again.

Forums manned by volunteers,  vastly overworked few remaining emploees using just paltry email & private messages replies and not even Chat available spell big and avoidable disasters yet ahead for all.

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