Community discussions

[Giant]

Customer support? This is a big joke! When I go to customer support and enter my product, it tells me that it is not eligible for agent support and I can check online faq's or come to the community. A major company such as Roku that does not offer technical support  instead farms you off to the local community?? This is unsatisfactory and shoddy to say the least... 

[CBunye]

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.

[RokuDanny-R]

@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

[RokuDanny-R]

@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

[CBunye]

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.

[Janay391]

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

[RokuDanny-R]

@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

[Jenzy63]

There are quite a few people who aren’t tech savvy, which is exactly why ROKU should have live person support!   The situation or not, that shouldn’t keep their employees from doing phone support from their home.  Other companies have managed to do this. I had no idea their customer service support was non-existent, or I would never have bought ROKU devices.  

[boogernose]

@Jenzy63  if you are incapable of simply telling us what is wrong

I doubt anything is going to help.

[Iona-D]

This thread's own title is not very accurate IMO.  The title really should be: 

"Should I buy a Rpku. Answer - YES-With Some Limitations!"

If you look at my photos below, you will understand why.  ALL (no favorites anymore) of my devices coexist side by side of each other.  They provide me and mine with the experiences that we want-not dictated by corporate bickering.with   I simply bought the better made (though higher prices initially) models of each make  (Roku, Google, & Sony) and combined all of them together behind my television into what I wished them to be.   BOTH of my streaming devices use Ethernet Cables for better playback with the limiting DSL I use here.  I learned how better playback was with the Roku Ultra FIRST, not the other way around.  I like to give credit where credit is due.

People right here on these forums have put my intentions and buying way out of context.  I bought my 2 Google Chromecast With Google TV devices just a couple of weeks ago and now finished with my project of "insured" (protection from corporate impasses and bickering) viewing for now.  

I use all of my Roku devices (especially the Ultra with it's Ethernet port) now with no fear of being held hostage, game playing, or app denials.  I learned much from that Ultra with Ethernet usage way before I even heard of the new "Sabrina" Chromecast even existed.  If you need some proof, see that directly for yourselves both here below with the photos and the more complete Full Review From Target:

“Far More Bang For Your Far Fewer Hard Earned Bucks!”

https://www.target.com/p/google-chromecast-with-google-tv/-/A-81563926?preselect=80173812#lnk=sameta...

AT&T Grandfathered DSL Router plugged in @ Saturday Oct 17, 2020 @10:01 am On WiFi, 1.05 Mbps Download, 0.52 Upload.  @10:31 am On Ethernet Cable , 1.22 Download, 0.53 Upload. (Use during high volume time periods).