Remotes & Accessories

Help with Roku remotes and accessories, including pairing a remote, setting up TV power & volume control, using voice commands, power adapters, cables, headphones, and wireless speaker accessories.
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markgo4th
Level 7

Lack of support from Roku

Thought I would share my experience with Roku support. I have 2 defective remotes. I asked for support. Initially, the support team seemed very helpful. The support team told me my remotes were under warranty and would send me new ones in 3-5 days. That was 3 weeks ago. I have not received any remotes and I have asked numerous times via email and through this chat support feature. Roku has not responded to any update requests. I am very disappointed in the Roku support team.

16 REPLIES 16\
SuzieB1
Level 9

Re: Lack of support from Roku

Everyone with the Remote problem feels the same way - not that it helps to have all this company.  At some point if there was just a statement to the effect of, "We're very sorry about this defective product" would have been appropriate rather than what the response (or lack thereof) and has been.  This has been going on for *months* - we can't get refunds where we purchased the items, Roku doesn't respond or acts as if *we're* annoying *them*.

Pogmothon
Level 8

Re: Lack of support from Roku

I have two Roku 3 devices that have worked wonderfully over the years, with no issues at all.  One day a few months ago, both devices suddenly were unable to connect to either remote.  I've tried the numerous methods to connect the remote, which all basically boil down to turn off the roku device, then put the batteries in and hope it'll work.

I have managed to hear back in one roku forum indicating that devices wear out over time, which is true.  However, the odds of both devices malfunctioning at the exact same time, seem a bit long to me...because it is a lie.  Roku does not care for their customers that have been so far loyal to them, as evident by the many, many posts all over the web about the exact same issue.  

It seems to be a bad business practice for a company's solution to any problem its customer's may have is to "go ahead and buy an updated model".  I am very disappointed in roku's complete and utter lack of support for this issue that we all are suffering from.  There are a lot of other options out there for streaming devices, so I will be moving on to another devices from here on out.

I also realize that this post will fall on deaf ears as far as Roku is concerned as, again, they do not care about existing customers at all.  I would recommend to any and all to switch to another device if at all possible.

DeeZee74
Level 9

Re: Lack of support from Roku

I don't know if you're a one of us but there are 21 of us having the same exact problem with our remote (high pitched squeal draining batteries)and it is obvious we are just going around and round in circles with no resolution in sight!  I'm about to see if there's more direct route to the company...

RokuDanny-R
Roku Employee
Roku Employee

Re: Lack of support from Roku

@DeeZee74

Thanks for the post.

As stated numerous times, please send me a PM (private message) with your Roku account email address, and include the serial number of the Roku device from Settings>System>About along with a summary of the issue you are experiencing. I'll be able to assist you further from there. We will be unable to assist you further until you have done so.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
Iona-D
Level 13

Re: Lack of support from Roku

Just take/ship your streaming device product back to your own retailer (the place or online website where you bought it from) and exchange it or get your money back (your choice).  I always do this when I am sure the product is defective, not some error on my part  Make especially sure you contact them first for any other instruction which will save you much more headaches as well.  Most actual product manufacturers and product sellers at the retail level still have some sort of superior means of DIRECT communication (phone call/text or Chat) offered for their own customers.

I never had any new or even older Roku generated tech problems anymore when I simply bypass Roku now.

TomBagley
Level 7

Re: Lack of support from Roku

We have done that though and what you suggest still does not work. You need to follow through and replace these remotes.

LG100
Level 7

Re: Lack of support from Roku

There is an issue with the company. Perhaps too many types of devices and remotes. I have issue with remote firmware update.  The post responses were always to send a lot  of info on a private email.  Never read a resolution. 

I ordered new remote from roku. We’ll see 

 

LG

0 Kudos
DeeZee74
Level 9

Re: Lack of support from Roku

Yep.  I ordered a new one too and it's a garbage POS.  Feels like it cost 20 cents to make.

Roadapples
Level 7

Re: Lack of support from Roku

I'm having that issue with my remote right now? I hope I get somewhere? I'll let you know how it goes on my end. ✌️