Community discussions

[tresjoleessi]

Very disappointed that I cannot access a human being. I bought my first ROKU 10 years ago and have purchased several since then for other rooms. The first time I need help, there is none to be found.

[fluke]

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@tresjoleessi wrote:

Very disappointed that I cannot access a human being. I bought my first ROKU 10 years ago and have purchased several since then for other rooms. The first time I need help, there is none to be found.

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I only see two posts on the forum for your account of which both are in this thread.  Have you considered asking your question(s) you want help with in one of the community support sections of the forum?

I agree with your disappointment in not being able to engage Roku directly for help but it seems like you haven't try taking advantage of what is available.

[bentriviani]

I don't like this service

[bentriviani]

try writing here https://support.roku.com/

[kojackjay145]

“Markshun” was completely unprofessional.  I have unauthorized charges on my bank account.  I provided this person with all the information they needed to refund what shouldn’t have been taken from my bank account in the first place.  I’m simply holding this individual accountable for lack of professionalism and failing to transfer me to someone that could help me.  I still haven't received a refund and will have my bank step in to handle this issue because Roku Reps aren't willing to do their job!  There needs to be more accountability with your customer service reps.  I will never use your services again and will tell the “community” about my horrible experience with “Markshun”

[kojackjay145]

“Markshun” was completely unprofessional.  I have unauthorized charges on my bank account.  I provided this person with all the information they needed to refund what shouldn’t have been taken from my bank account in the first place.  I’m simply holding this individual accountable for lack of professionalism and failing to transfer me to someone that could help me.  I still haven't received a refund and will have my bank step in to handle this issue because Roku Reps aren't willing to do their job!  There needs to be more accountability with your customer service reps.  I will never use your services again and will tell the “community” about my horrible experience with “Markshun”

[Alex-Roku]

Hey @kojackjay145, it sounds like your experience with us so far hasn't been great but we would love the chance to change that. We'll be reaching out via private message to see if we can't help get this sorted out and make things right! 

[Ronda6]

I was excited to get my Roku player device. My excitement was gone after two calls to customer service! I'm on West coast, and the world revolves around east coast time, so I learned that the only support after hours was billing an account issues. The guy was no help at all, even with a question about billing! 
they claim 24/7 support, but the 24/7 is only for billing. Who cares about billing when you need a tech! Who cares about billing at 2:00 in the morning! 
when he did try to answer a question, he said two paragraphs of words, that amounted to nothing, I asked him what he meant, and he finally admitted he didn't know the answer. I wasted 25 minutes of my time. He failed at all 3 of my questions. 3 strikes. 
Yes, I would pay a bit more for a device if it included live, real support that actually knew what they were doing. My first call to them was even worse. I'll spare you the explanation. 
Roku customer support is horrible, and I do hope they read these posts. 
phone support for tech stuff is getting bad, especially when they outsource to other countries. 

[RokuDanny-R]

@Ronda6

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

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

[SusannT]

Why isn’t there a phone number to talk to someone in Support? My Roku is overheating, I moved it to a different place, seems to be better but HDMI cord still a little warm. Maybe that’s normal. Problem for the last 24 hours is cackling sound. Unplugged let it cool down and it seems to be normal. But this Roku is constantly slow or the hourglass circle is spinning when I watch anything on DVR. It’s constant.