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GVanBuren
Level 7

None of your products are eligible for agent support

Am I interpreting this site correctly that I am unable to contact Roku directly for help with my Express4K+? Meaning after I have read zillions of community posts that did not help, and Roku's own website tips that didn't help, I am stuck with a product that malfunctions?

13 REPLIES 13
RokuMary-F
Roku Employee
Roku Employee

Re: None of your products are eligible for agent support

Hi @GVanBuren,

Welcome to the Roku Community and we'd like to take a closer look to see if there's anything else we can suggest to help.

Can you please provide more information about the issue you are experiencing? Are you being prompted with an error message? What troubleshooting steps have you taken so far to try to resolve the issue?

Once we have this information, we will be able to assist you further.



Best regards,
Mary

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GVanBuren
Level 7

Re: None of your products are eligible for agent support

Hi Mary, thank you for your response. I am only asking about the ability to speak directly to a Roku employee. Is this forum the way to do that? 

RokuDanny-R
Roku Employee
Roku Employee

Re: None of your products are eligible for agent support

@GVanBuren

Thanks for the follow up.

As previously inquired, can you please specify the issue you are experiencing? What are the steps to reproduce the issue you are seeing? What troubleshooting steps have you already taken to try to resolve the issue?

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


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Iona-D
Level 14

Re: None of your products are eligible for agent support

I will put this in a more clear way. 

If you have sort of issue or even a favourable comment on anything Roku, depend on only 1 way of direct communication.  Email.  

This is cheap, free for the most part and no major investing of time/money on Roku's part. 

The paying public wants very cheap products.  Well, that's the hidden price some has to pay up front.

It's a gamble IMO.

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VhVixen79
Level 7

Re: None of your products are eligible for agent support

I have a ROKU Express I purchased 2 of them. One for my living room and one for the bedroom and cannot reach a support agent for help and it says ROKU doesn't help or have support for those devices. So now I am out $50 because I can't use and enjoy the product correctly. Bad customer service and a poor way to treat a new customer. If I can't get help from someone I will contact my friend at consumer reports to report these practices. I got Roku because I was told it was an easy-to-use and stellar product.  Is there another phone or customer support number to speak to?

DBDukes
Community Streaming Expert

Re: None of your products are eligible for agent support


@VhVixen79 wrote:

...Is there another phone or customer support number to speak to?


No.

You want to talk to someone. You will not be able to talk to someone at Roku about a Roku Express issue. You will be able to get help on this forum.

What you need is help with your Roku Express. So, how about stating what is going on. What is the issue?

You say you need help. Why? What is wrong? Tell us what is wrong and maybe we can help.

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

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Strega
Level 17

Re: None of your products are eligible for agent support

I wish Roku would add “Agent Support” as one of the fields in their compare page so people would have a better chance of knowing this distinction.  That said, I’ve never owned one that came with agent support, and have had no issue getting answers from this forum.  So, if a search doesn’t work, try asking your question.

mishely1
Level 8

Re: None of your products are eligible for agent support

I am experiencing the same issue.

I wanted to send positive feedback regarding a screensaver that I liked.

However, I wasn't able to accomplish this, because I am also "ineligible for support".

My belief is that ALL Roku products should be eligible for customer support.  Selling an internet device without customer support reeks of a bad business practice and lack of customer focus.

I also observed that Roku does not list a contact e-mail address on their website.  This would be a beneficial too for customer use also.

mishely1
Level 8

Re: None of your products are eligible for agent support

What is the e-mail address for Roku?