@RokuJanadeeK @RokuJohnB How long does this usually take? A product under warranty that's broken should be replaced pretty quickly. I've had this conversation with you here, and in PM, with no real results other than "please be patient while we investigate". What's to investigate? My remote broke and is under warranty...
Since nothing has come of talking here, I've also had two chats with Roku customer support.
The first person assured I'd have a replacement in 3-5 business days, and not to worry.
The second one, with that information in hand, told me to go to Target where I made my purchase. He acted as though the first chat didn't exist. He then directed me to one phone number that had a voicemail, and the "help with devices" option just directed me back to the website. Then he offered a second phone number which kept ringing. Nobody answered, and there was no voicemail or anything, just ringing. I told him this number didn't work and he said to "try calling back in 24 hours". I asked why, and his response was to repeat "try in 24 hours", no explanation. He was full of vague and repetitive answers. I find it odd (at the very least) that Roku would have some secondary number where no person or machine picks up, and the advice is to try back in a day. It's somewhere between unprofessional and suspicious.
I don't understand how a basic return on a faulty $20 device that's under warranty from a major brand can be so complicated. Is Roku operating in bad faith here? Like making a simple return so difficult that the customer gets frustrated and just buys another one? Feels like that. I am super disappointed, and wondering if/when to involve the BBB.
Anyone else?
