My device (Streaming Stick 4K, purchased on roku.com, received 2 day ago) qualifies for agent assisted support. I followed the steps at the bottom of the page, and after a few self-referential links (circling back to the same page I came from), the troubleshooting steps not being at all related, I sort of expected to at least have an email queue to have a conversation with someone from support.
I spent nearly an hour searching and found that there are several other threads in this community, where Roku staff remind us that this is a community lead forum -- not necessarily a support forum, and many many people frustrated with that fact. So, I'm gathering that there isn'tan official technical support channel?
With regards to the orders -- informing a customer that a transaction had taken place, or giving some sort of followup or confirmation that the order has been received is standard practice. for that communication to come after devices had been received is pretty lame. I nearly re-ordered the devices when the boxes showed up.
First of all, I like the Roku platform, but how is it that there is no support phone number or chat support or any means to provide any input to Roku other than here? I had a billing issue as I was being charged (too much) for a channel after having removed the subscription form Roku (which was originally added and billed via Roku). I tried to get in touch with Roku and discovered that there is no phone number, no chat, no means to get help. It is extremely concerning when an organization as big as Roku provides no personal help or support. Until that day comes, I won't be adding any paid services via Roku. I just can't trust them.
That said, it's a great platform just to run things that I've purchased elsewhere. Despite the fact that TV's are getting smarter, the homogenous interface is awesome. would be even cooler if the players in a house could "talk to each other" so profiles could be made and channels added and removed once for all devices.
Looking forward to Roku maturing as a company and providing all sorts of improved communication.