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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mschloss
Level 7

Roku Ultra remote not functioning

I have a Roku Ultra whose "enhanced voice" remote has stopped working.

It was purchased at a local BestBuy this past August (2020).

It had complained that the batteries (which were replaced two weeks ago)
are almost dead.  I replaced the batteries with two more new batteries (which
I confirmed were good with a digital voltmeter) and the Roku continued to
complain about low batteries.  Now even new batteries do not register with
the remote.  The Roku Ultra itself seems fine as it is fully functional using the
Roku app on my phone.

How do I get this "enhanced voice" remote replaced under warranty?

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6 REPLIES 6\
renojim
Community Streaming Expert

Re: Roku Ultra remote not functioning

https://support.roku.com/article/208757058-Step-by-step-instructions-for-returns-and-warranty-replac...

By the way, that's the first link that comes up when I searched for "roku warranty".

Roku Community Streaming Expert

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mschloss
Level 7

Re: Roku Ultra remote not functioning

I am not looking to return or exchange the unit itself.  I could ship the unit and the remote back
and then have them send me a new unit with a new remote.  Seems like a lot of unnecessary
shipping to me. And I lose use of the unit which works fine now when I use the Roku app on
my phone.

What is the easiest way for me to replace just the remote that died (within the one year warranty
period)?

The links on the website seem to take me down a path towards returning the whole package.

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renojim
Community Streaming Expert

Re: Roku Ultra remote not functioning

Try contacting @RokuDanny-R .

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RokuDanny-R
Roku Employee
Roku Employee

Re: Roku Ultra remote not functioning

@mschloss 

Thanks for the post.

As @renojim mentioned, please send me a PM 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.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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Mac44
Level 7

Re: Roku Ultra remote not functioning

I have the same problem and was purchased around the same time from Best Buy. Did you return this to Best Buy?  Or did you find a fix?

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mschloss
Level 7

Re: Roku Ultra remote not functioning

I have not as yet gotten this resolved.  I expect that they will give me an address to mail the dead remote
and they will mail me a new remote.  Or better yet, they will just mail me the new remote as it seems
pretty pointless to mail the dead remote back.  It is not like they are going to fix it.

Going back to BestBuy is my last resort as this really isn't their problem, even if they are willing to
make it right in the name of customer relations.

I am still waiting on a response to my DM to @RokuDanny-R.

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