Community discussions

[CarlWilliams]

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?

[RokuDanny-R · Accepted solution]

@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

[thomassterling]

Customer support can often be overlooked as an essential part of an organization. People tend to underestimate the importance of providing quick and effective responses to the issues your customers might have.

According to the Customer Experience Trends report, companies are managing more customer data than ever before — and much of that comes in the form of support tickets and conversations. Good support can greatly improve customer satisfaction and is crucial in maintaining brand loyalty. So to help explain what a support representative actually does, let’s start with the basics.

Definition of support ticket?

The term “support ticket” describes the interaction between a customer and a service representative. It’s the basic element of any customer experience related job—allowing your business to create, update, and hopefully resolve any issues your end-users might have. Likewise, a good support ticketing system allows your organization to manage and maintain a list of common issues or questions that your customers may be having.

[CarlWilliams]

Excellent points. That's what I've always thought.

It seems after having gone through COVID, nothing works. I'm not referring to Roku but many other companies if you ask a support question you end up in an endless, automated loop about how to sign in, when that wasn't even the question.

So yes, it helps A GREAT DEAL with brand loyalty. 

I'm 62, retired, worked for a federal government in enforcement information management. I no longer have tolerance or patience for stupidity or excuses.Excuses of a company's shortcomi G's are not my problem. They're quick enough to take your money, that system works like magic. Flawless. If I can't get an answer to a simple issue (which shouldn't be an issue in 2022) then brand loyalty comes to mind. In other words "B'Bye" I'll take my money elsewhere.

In the case of the aforementioned ticket, Danny responded as a person. Had he not, my two Roku Ultras wouldve been going back to Amazon.