Community discussions

[roughfalls]

I'm giving up on Roku and posting this note in hopes others read it before they invest in this brand.

I have a 2020 Roku Ultimate that stopped working after 7 months.  Roku issued an RMA for it, and I sent it back at my expense.

UPS shows that it has been 18 days since they received the return and I have not received an acknowledgement that it was received, no notice of shipment of its replacement, and they will not respond to my email inquiries asking about the RMA status. 

They told me the replacement would get shipped out 1-5 business days after receiving my return.

I spent several hundred dollars on Roku products when we moved into our new home in December 2020.  I am going to replace them all with Apple TVs as soon as possible.  

[RokuDanny-R]

@roughfalls

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

Please feel free to post your RMA number and I'll be able to pass it along to our Support team who can further assist you.

Thanks,
Danny

[roughfalls]

I appreciate you taking a moment to respond.  The RMA number is 397810. 

Thanks, Andrew

[RokuKariza-D]

@roughfalls

We appreciate your time and patience.

Our support team reached out to you today informing you that they've initiated the replacement and you'll receive it within 3-5 business days.

If you have further questions or you need further help, let us know. Enjoy the rest of the day!

All the best,
Kariza

[ss06470]

We all note.   No phone number is given. We are given a link which then ties us up in circles. for hours trying to get the phone number. Finally I succeed through sheer luck.  Answering some yes or no to some question being posed that had nothing to do with why I wanted to speak to someone. The person I spoke to was basically an answering machine.  She would post my issue with a senior person and I should hear somthing in 7 days.  That is assuming the answering machine understood what the issue was.  As long as I am complaining: yesterday I spend 20 minutes waiting on a line to be connect4d to a live chat person and after one or two messages, that person disconnected and I was placed back on line. I assume this reply will never appear in the "community" which I can live with.  I would like senior management to read it.  

[MilesT]

Improving customer support probably would add $10-$30 to the cost of the hardware.  Roku made a choice with their business model.

We may not like it, but it is what it is. Are any competitors or TV manufacturers any better? If so, vote with your wallet.

Welcome to the 2020's.

[RokuDanny-R]

@nastasiya09 

Thanks for the post.

If you need assistance with an issue with your Roku device, can you please let us know and we will be able to assist you further.

Thanks,
Danny

[atc98092]

The fastest way to contact them for support is using the chat function at their support page. They sometimes also respond on their Facebook page. They might respond back to you via email, but there is no generic tech support email address.

This forum is not designed for tech support, although the forum moderators do attempt to assist where they can. But there's limits to what they have access to, and they cannot assist with account issues. 

[RokuDanny-R]

Hi everyone,

Thanks for the posts.

If you are are experiencing an issue that you need further assistance with, we would recommend first searching the Roku Community for posts that are related to your issue. If you do not find a post that is similar to your issue, we would recommend creating a new thread within the appropriate board for further assistance.

We will be locking this thread to avoid further derailment from the original inquiry.

Thanks,
Danny