Remotes

[jdmvafi4]

Finally convience the wife to go with Roku. She hates technology. Almost a knock down drag out to get her into anything electronic. Have a TV we put a Roku Express on. Worked fine since February. Watching TV today and the show went off, the screen returning to the home schrrn (all the channel icons screen). No one had touched the remote. The show just stopped and went to the home screen on its own. Tried changing channels with the simple remote. Nothing. Put new batteries in the remote. Still not working. Soft reset the express box and tried removing and replacing batteries again. No help. Hard reset on Express box. It now sits there in setup mode wanting to know the language and remote will not change anything on the screen. If i poing the Roku remote at my phone camera, I do not see any IR flashing. Other remotes yes but not the Roku remote. Now finding support from Roku is non existant. I should not have to buy a new remote to replace a 10 month old remote and Roku should be more open on providing support and not looking to make a buck replacing defective remotes. Wouls a Roku rep please reply and tell me where you hid the warranty site or get my info and send me another remote? Please.

[AvsGunnar]

@jdmvafi4 

The warranty pages (step by step) are located here https://support.roku.com/article/208757058.  Any device under 1-year should qualify for free replacement.

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Will tag @RokuCarly , @RokuMary-F and @RokuEuniceL in hopes that they can just expedite some support to you and save the hassle of returning the device for a potential remote issue.

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Just something to consider.  With the holiday sales still going on, it may be worthwhile to pick up a Roku Express 4k+ (model 3941) for $30, which will come with a better remote and allow you to control your TV as well.  The Express you have probably cost around $25 or so and a replacement Roku remote runs around $20.  You can also buy some universal remotes compatible with Roku devices for around $10-15 at Walmart, Target, Best Buy.

Unfortunately, since you factory reset the Roku device, you will need a physical remote (Roku or compatible universal remote) in order to complete setup/activation.  The factory reset should only be used as a last resort.  Otherwise, you could have just downloaded the official Roku mobile app to a mobile device (cell phone or tablet) and used the remote control feature.  https://www.roku.com/mobile-app and https://support.roku.com/article/217288467

[RokuCarly]

A warm welcome here in the Roku Community, @jdmvafi4!

We sincerely regret to hear about your experience and appreciate you reaching out for support. No worries! We're here to further assist you.

In this instance, kindly send me a PM together with the serial number of your Roku Express. To send a PM, kindly select my username, View Profile, and on the right side of the page, select Send this user a private message.
We'll be waiting!

Also, thank you @AvsGunnar for tagging us. 

Best regards,
Carly