Discussions

[RokuJanadeeK]

Hi Community users,

Thank you for keeping us in the loop. We understand that you're having issues with your device.

Our team is currently aware of the issue and is undergoing an in-depth investigation regarding it. That being said, would you be so kind as to provide us with the following information?

• Roku device or TV model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).
• Troubleshooting steps you have taken in an attempt to resolve the issue.

Once a few more pieces of information have been gathered, we will be able to pass them along to the appropriate support team to investigate further. We look forward to hearing back from you.

Sincerely,
Janadee

[Silkiwan]

Since you are actively selling products that blatantly do not do what they are advertised to do, how do we go about getting our money back? 

[Silkiwan]

And why are you asking for information you clearly have access to!?!? We have to sign in to a Roku account, which is linked to our devices, to post here. Lmfao. 

[Silkiwan]

[RokuJanadeeK]

Thank you for the follow-up, @Silkiwan.

Rest assured, we have collected and forwarded the following details to the appropriate Roku team for review and further investigation. We appreciate your patience and understanding in the meantime.

Let us know if you have further inquiries regarding this.

All the best,
Janadee

[Brian4750]

I was hoping the 12.5.5 release would have fixed the issues. But alas that is not the case.

Still having the issues with Google Home and Alexa.

Posted here and reported to Support last month, but since I read there are reports of this issue going back 6 months I wonder when Roku will get this resolved.

[Silkiwan]

I agree, that's why I'm inquiring about a refund based on false advertising. I can't imagine this problem takes any professional more than 1 day to resolve. They intentionally mislead people before they even shipped the product and don't seem to be in any kind of hurry to alleviate it. 

[Silkiwan]

https://reportfraud.ftc.gov/#/

[Newton57]

Still awaiting a positive response regarding our inability to utilise Google home with our TCL and Roku TV.

It's disappointing as already mentioned, as this application was the key to our purchase in which we were initially going down the Sky Glass route. 

Surely there needs to be a patch to remedy this or if not a refund due to false advertising and specification. 

[Brian4750]

I agree with the Need for a patch this has been going on for way too long.

I was in several Retailers this weekend and every Roku TV had the emblem on the box of works with Google Home.

But then again they do not.

Something should be done about it.