Community discussions

[Boz]

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@LittleBit71 wrote:

This service sucks.  How do you run a business without a phone to contact Customer Service for help.  Need to physically speak with a human person that can speak English.  You need to be shut down

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The beauty of Roku is that support isn't needed.  It's a simple system, and it just works.  My 87 year old parents set up and use 2 Roku Streaming Sticks on 2 TVs, and have no issues.

[Joseph-Roku]

Hey @Tigermac, thanks for reaching out about the email you got in regards to your Paramount Plus subscription. We understand that getting an email like this can bring up concerns. However, help is on the way.

We're going to send you a PM. Please keep an eye on your inbox for us to help further.

[Iona-D]

What's all this headlined emphasis on bashing most companies-even on their own sponsored forums?  It never ceases to amaze me how much people like to complain, gripe, howl, or even disappear when there are issues of any type.  

Not just here on this particular topic or even forum.  Most everywhere online, especially anonymously.  What a waste of virtual space and bytes if I ever seen or heard of.

The next time you decide to post, try to examine more upbeat and positive ways of interacting with your devices.

[Iona-D]

Or all there will be left on these forums will be healthy gummies or other "bleeps" instead of constructive, uplifting important topics on real issues, not Debbie Downer depressive non topics.   

As all the spam ones which keep appearing here over and over again.  It seems that the Roku employees are really busy trying to deal with more and more complaints, both legitimate, and otherwise.

[fluke]

@Iona-D I agree with you that some of the venting provides poor quality feedback is on the surface seems to not accomplish anything constructive.  I would also like the forum to be a fun and happy place.

That being said, complaining about the posters seem to be trying to attack the symptom.  These customers are willing to provide a degree of feedback on Roku's own turf.  I have had vendors pay for launch or dinner just to get any feedback at all about their product or service.

If the Roku employees are getting overwhelmed by the community feedback, the right answer shouldn't be to discontinued the feedback.  That will never help with getting the product/service to improve.  While there is a great deal of Roku is both mature and extreme well polished, some of the negative feedback is still deserved.

Instead, Roku should address what is causing the staff to be overwhelmed.  Such as fixing the product or service when possible.  Or hiring more staff.  Or just leverage the reasonably large established community base of the forum.  What is the point of all these user "level" and badges if they never result in anything to help?

Things that could be crowd-sourced but have not been:

1. Spam.  Regardless of how many or how few "debbie downers" post on any given day, the spam seems to be only dealt with at the same time each weekday (and usually left for the entire weekend).  Even if there is zero debbie downers on a day, the reaction time to spam remains just the same.  Instead, have community guides to help quarantine spam quicker.  If they get it wrong, just restore the post out of the quarantine.
2. Roku's knowledgebase is of mixed quality.  Some of the articles are well written and others have less than optimal advise.  Make it a moderated wiki so the community can help submit changes to be reviewed for publication.
3. Provide better guidance in the formatting of troubleshooting posts.  Currently the support forums are just standard posts like every other part of the forum.  There is no standard set of questions or template for the user to fill out.  Instead, we have to ask for those things after the fact and hope the customer returns to provide a couple more drops of information.  Helping in this way is like trying to pull teeth.

So, while I agree the debbie downers of the forum are downers.  I think the ball is in Roku's side of the court to improve the situation leading up to those posts.  Once you have a customer with a downer experience then we will get a downer post.

Do you really complain about an egg breaking on a kitchen floor or the person that dropped it?

[Lariente]

What customer service?

[Iona-D]

Exactly that!  😉

[MariaWade]

I have seen some very rude comments and replies and responses to new members of the Roku Community. 
not everyone is tech savvy. not everyone understands the billing process. Roku has a customer service support link. Instead of being rude to people you should just simply give them the link to customer service.

http://support.roku.com/contactus

People sometimes have anxiety when dealing with technology and understanding billing so they may freak out a bit.  That gives you no right to be RUDE and treat people as though they are stupid. They are just simply unaware, just like some of you were never taught compassion or manners. Your upset with your own life so you decide to belittle people on that s site and it’s horrible Roku allows it. This is something the developers need to consider when allowing some of the replies and comments on this unsafe community. It doesn’t matter how many times I post, I’ve been apart of the Roku community since 2012. But never signed up-to the message board before this year. And I get email updates and responses to many different threads and topics.  And unfortunately, this by far is the most unsafe message to ask questions on.

[MariaWade]

This is one of the nicest replies to someone’s concerns with CS. Just wanted to give you a compliment.

[BC16]

I can't even find an email for Roku. A good company would want contact with their customers to help them improve products and fix problems. A good company would list their email first or their phone number instead of trying to hide it in tabs, popups, and other places that are hard to find.