Community discussions

[PatBrandon]

Not one company has stopped phone operations because of the pandemic. My daughter works for an auto supplier and used to work from a call center. Now she works from home. My niece works for an energy company and now also works from home. It costs more up front to implement that, but they will both be working from home for those companies forever because it ends up saving those companies money. 

Roku did not want to spend the up front startup cost for employees working from a home call center situation. Not because it wouldn't pay in the long hall, but because they don't have to. People keep buying their products without knowing Roku is very bad at customer relations and concerns. It needs to be shouted on a YouTube review of Roku, and also on other online media platforms.

It always lands back on "Follow the money" and most companies' bean counters know that they can get away with poor service until people revolt. Then, if you hit them in the wallet, they will adjust. Until then, you get what you put up with.

For any company to blame the lack of a call center on the pandemic is not just morally wrong, it is a LIE!

[bababooi]

Customer service sucketh it raw.  They obviously could not care less about you as a consumer.

[mitchd]

While I have not yet given up on Roku issuing a firmware update to fix my issues, if it does not happen soon, my Roku is still under warranty so I will just return it for a new one. I have no way to determine if it is a hardware problem or a software problem. The symptoms point to it could be either. If they give me a hard time over the return / exchange I will file a criminal complaint with California. You can do this online, and I have done this before with another California company and that got their attention. 

Hopefully I will not have to go that far. 

[Iona-D]

If the usual suggestions either Roku employees suggest or the forum members don't work, then it is very important you and others take the unit back where you actually purchased it BEFORE the warranty expires.  That is why I always suggest to carefully choose the retailer you actually bought the unit(s) from, in order to expedite and ease taking the unit back or even solving problems than expect too much from Roku itself or harboring inflated personal expectations of what Roku is supposed to do. 

Too much time and patience is used up if you think a manufacturer's place is fussing over a single individual with a single order.  They have far bigger fish to fry.

[RaccoonDad]

@Iona-D 

This has become the "Never Ending Story".

I truly believe some of these people should not be allowed to have kids. They either don't read,

don't comprehend the main question and answers or just want to rant. What is the world can we

do to help these poor souls who are so stupid they shouldn't play with Lego's let alone electronic equipment????

[Blehane]

Can I get the # 2 plz I need to talk to someone

[RokuDanny-R]

Hi everyone,

Thanks for the posts.

As a friendly reminder when posting of the Community Guidelines:

Be kind, courteous, and positive when posting. The Community exists to help users. Posting abusive, obscene, harassing, hostile, defamatory, offensive, tortious, argumentative, inappropriate or otherwise objectionable content may result in loss of access to the Community. Roku reserves the right to remove any content at its discretion. 

If you need further assistance with your issue, please first search for a thread related to your issue, and if none exists, feel free to create a new post describing your specific issue with the appropriate information.

We will be closing this thread out to avoid further confusion.

Thanks,
Danny

[Iona-D]

Last night I misplaced my Roku remote.  So I reached for my smartphone and downloaded a virtual one from the Google Play Store.  I selected the "official" Roku created app (there are many others, so be careful).  Not only the remote app itself appeared on my Home Screen, but another separate one appeared alongside it.  Tapping on that one will bring you right here:

https://support.roku.com/contactus/contact-options

Then if you play around with the Customer Support Contact Options listing for a bit, you will finally get the Chat option if you got the right option prize (the "Get More Help" purple (why am I not surprised) button.  But only if you hit the Roku Lotto.  Sorry, no virtual purple confetti, purple flashing lights, ringing bells, and best of all, real money included.

And you might ask, what is the DEFAULT option that one gets every time you try to contact Roku?  It 's the Community Dissussions one.  No wonder people get so frustrated here.  The blind leading the blind.  Very lazy ones at that 

So in this high tech 21st century way of handling the problems and issues that are pretty much bound to crop up, people still get the runaround and department shuffling they got many years ago when not really wanted or of importance.  Have we all sunk so low?

Later Edit:. I found my remote.  It tucked itself underneath the blankets and quilt!  I'm deleting the virtual remote.  I really don't have the room in my phone for very many apps.

Do not forget to add the above Roku webpage to your phone's Contacts, underneath the mostly presently dead, useless phone number.  That is the only somewhat surefire way to directly contact Roku now.

[Mark60]

after way too many emails back and forth with support they just stopped replying.  Our remote is defective and support never resolved the issue they just kept asking for more #s photos, questions etc.  every time we provided the requested info only to be finally totally ignored.  We followed up with another support request explaining what happened and they have never replied to that.  
we continue to get charged for premium channels we can’t access!  We ordered a replacement remote 2 months ago but Roku hasn’t delivered it yet.  Crazy!

as a result I sold off all by Roku stock since I have no confidence in this company.

[RokuDanny-R]

@Mark60 

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 our Support team. They will follow up and assist you further.

Thanks,
Danny