Community discussions

[OwnerofDevices]

You can email Roku right here if you have some patience. https://support.roku.com/contactus

[fluke]

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@OwnerofDevices wrote:

You can email Roku right here if you have some patience. https://support.roku.com/contactus

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I'm not sure that really sends the message Roku completely cares or is listening.

Here is an example of what happens when choosing to "email" through the Contact Us page:

Step 1: I choose the category of "Wi-Fi & Connectivity"
Step 2: I choose which of my Roku products
Step 3: I choose to "email"
Step 4: I am now taken to a form:

The category I selected has been vaguely redefined in the form as "Device issues" which begs the question why even waste my time with choosing the category if which was specificity selected isn't reflected in the form?

I can provide additional details, but only up to 1000 characters.  So, essentially they want only know if the problem can be described within four twitter posts.  That is not enough room to provide detailed technical information common to discussion network issues such as posting the output of a "ping" or "traceroute" diagnostic tools or going into much details about the type of wifi access point used and the signal strength seen by the AP and the Roku.

Most other ticket systems for initiating a support request allow for much more than just 1000 characters.  They also allow for attaching a screenshot of the error (the "email" us form provides no option for attachments).

For me personally, this has been fine.  I have liked Roku and have not had to deal with Roku support.  I continue to recommend getting Roku to others.

But I could also sympathize with the frustration this "email" us form causes customers that do require support.  In between the lines, it almost reads like: "if you needed to describe the problem in more than four tweets in length then maybe you should have gotten something from Apple instead."

I think Roku could do much better than to indirectly be delivering that message. 

[PuyRobin]

I have found them rude ,unhelpful and very unorganized when I had a problem..

[RokuKariza-D]

Hi @PuyRobin

We hope you're doing well.

Could you tell us about the issue you're experiencing? We'd like to know more about how we can help.

We look forward to your response.

All the best,
Kariza

[kcw915]

"Customer Support" is the key words . With out a Phone number and staff to answer customer questions ? there is NO SUPPORT. Customers are rude or angry because the company does not respond. They have an ok product that sometimes needs an explanation. Why should i Trust another ROKU Usr who might tfry to hack my account , or service , bank account etc.etc.

[kcw915]

This post is enough to make me cancel my account with roku.They are selling a service and need to Support there customers because the ones that do know how to change batteries may have other issues

[limoges1950]

yes but say that they tranfer you, nd hang up on you

[RokuAustin]

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@fluke wrote:

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@OwnerofDevices wrote:

You can email Roku right here if you have some patience. https://support.roku.com/contactus

---

I'm not sure that really sends the message Roku completely cares or is listening.

Here is an example of what happens when choosing to "email" through the Contact Us page:

Step 1: I choose the category of "Wi-Fi & Connectivity"
Step 2: I choose which of my Roku products
Step 3: I choose to "email"
Step 4: I am now taken to a form:

The category I selected has been vaguely redefined in the form as "Device issues" which begs the question why even waste my time with choosing the category if which was specificity selected isn't reflected in the form?

I can provide additional details, but only up to 1000 characters.  So, essentially they want only know if the problem can be described within four twitter posts.  That is not enough room to provide detailed technical information common to discussion network issues such as posting the output of a "ping" or "traceroute" diagnostic tools or going into much details about the type of wifi access point used and the signal strength seen by the AP and the Roku.

Most other ticket systems for initiating a support request allow for much more than just 1000 characters.  They also allow for attaching a screenshot of the error (the "email" us form provides no option for attachments).

For me personally, this has been fine.  I have liked Roku and have not had to deal with Roku support.  I continue to recommend getting Roku to others.

But I could also sympathize with the frustration this "email" us form causes customers that do require support.  In between the lines, it almost reads like: "if you needed to describe the problem in more than four tweets in length then maybe you should have gotten something from Apple instead."

I think Roku could do much better than to indirectly be delivering that message. 

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This is great feedback! We wanted to mention that you are able to submit a longer message and attach screenshots once your ticket is started, as subsequent replies can be added via email. It's once extra step but it allows us to quickly get your email to the right team and open the ticket. 

As this thread has grown, we want to ensure that posts here are asking a specific problem that we can help with. If you're having a problem with your device, a question around billing (log into your account at http://my.roku.com and see your subscriptions there if you haven't already done so), or a negative interaction, go ahead and start a new thread, and the Community team and helpful community folks will be happy to assist.