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Level 8

Re: There is no support

Unfortunately, my issue has been with both of my products for several weeks. With two replacement units both non-functional out of the box, and no support forthcoming, despite your claims that your department is working on the problem, I have little choice but to request full refund of both units immediately. I am sorry, but your claims of working on a problem and actually delivering one for mine are just not good enough anymore. At a certain point, you must deliver and do so with alacrity. I’m sorry that your department is overwhelmed with all these problems, but continuing to stall off your own customers while so many other issues are mounting is no excuse.

The only other way that I can see you actually resolving this problem is to send two replacement units of your new and latest version of the Ultra free of charge, since the Ultras I have in my possession are now obsolete.

Either way, I request restitution either by immediate refund or replacement.

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Roku Employee
Roku Employee

Re: getting a straight answer about needing customer service.

@darlene3 

Thanks for the post.

For account and billing or order related issues, 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 to further assist you.

You will need to sign into your Roku account in order to access this form. We are aware that the account issue you are inquiring about is wrong. We would recommend using the Roku account that you are using to post in the Community to submit that form in regards to your other account.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Roku Employee
Roku Employee

Re: There is no support

@CBunye 

Thanks for the post.

If you are still experiencing issues with a replacement device, we would recommend reaching out to our Support contact that you have been in touch with for further assistance. They will best be able to assist you moving forward.


Thanks,
Danny

Danny R.
Roku Forum Moderator
0 Kudos
Highlighted
Level 8

Re: There is no support

I have, and they state they are working in the problem. That was several weeks and messages ago - and the reason why I’m airing my grievances here. If anything, they have now failed to respond for an update for several weeks. It feels like the entire support team has shelved the issue while your promotion team pushes forth a new model.

The entire support department has failed to do anything, shuddering off any response. If I and others are continually going to be given the run around, and then I demand immediate action by them, you, or someone that can do something. Now.

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Level 1

Re: There is no support

I have been trying to.talk.to someone live and get help. These people is taking money out my account.

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Roku Employee
Roku Employee

Re: There is no support

@Janay391 

Thanks for the post.

What is the issue that you need assistance with?

With more information we will be able to assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
0 Kudos