Community discussions

[cdnason23_]

I swear this is true. Directing me to my tv manufacturer is UNACCEPTABLE when I am having a ROKU issue!

[Iona-D]

Well, perhaps unacceptable but the only LESSER stress way of getting the assistance you deserve.  Sometimes the world or corporate way is not the ideal way to be handled or treated.

It's life.

[tallyn3]

That is exactly why I am ready to trash both of mine and look elsewhere!

Roku is putting itself out of business.

[tallyn3]

Our "account issues" is what we pay not to receive the service and repair, actual support!

[Liz4]

How is it possible you can use the excuse that there is no phone support due to the situation 6 months after the pandemic started? Isn't that enough time to figure out how to route phones virtually to agents at their homes? Most companies have figured this out by now!!!

[CorkyMcG]

Is there a way to contact customer service as opposed to tech support?

Several weeks ago, I purchased a Roku Streambar. As soon as I brought it home, it had major issues so I returned to the store and exchanged it. This replacement Streambar would not even power on, so this one was returned to the store and I got my money back.

I did alert customer service to the issue I was having after explaining that I had returned the units to the store, and since then I have been contacted by tech support several times asking me to do something to the Streambars to see if that would fix the problem. Every time I responded that I could not do what they wanted because I had returned the units to the store. When they respond to this message, they would ask me to try something else, which again I could not do for the same reason: by returning the Streambar to the store, I no longer had it. And the pattern repeats.

After several communications with tech support, I feel like I have been wasting my time trying to communicate with a company that isn't listening to its customers. 

Likewise, the Roku Website has a section called "Contact Us" which is misleading as all the "contact us" links lead to webpages that explain things, not to any method of actually contacting anyone. The only option is to post your question to the community. So, again, I feel like I've been wasting my time.

Maybe someone can explain to me why I should buy a product from a company that doesn't value their customers or listen to their complaints or appear to be taking their issues seriously?

[RokuDanny-R]

@CorkyMcG 

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 the appropriate team.

Thanks,
Danny

[JoPenn131]

I have an issue with a new Roku device. After working with support via email I received an email the device was going to be replaced and asked for my shipping information, which I provided.

Overnight I received another email from the same person that stated the device was not going to be replaced. I copied the original email stating the device was to be replaced and replied back.

However, I feel like this is just a stall tactic to move beyond the 30 day replacement period and the once a day overnight emails also bog down the process.

So how can I contact support via the phone?

[RokuDanny-R]

@JoPenn131 

Thanks for the post.

I have passed along your concerns to our Support team. They will follow up and assist you further.

Thanks,
Danny

[Iona-D]

I cannot tell you why Roku chose this very strange way of customer service.  I recommend you not to waste your very valuable-and limited-time and contact the retailer/vendor of you electronics  ASAP!  Some of them have long returns while others have a very short window.  I doubt you will find help here directly.

There is no more real time customer support here anymore.  It's now between you and the retailer!