Remotes

[Alex9571]

Hi I opened a ticket with ROKU, that is, I got a ticket number back but no response since #8138080

Anyway I bought a Roku Express 4K Media Streamer with Remote, in May for my in-laws and they didn't set it up until the other day. Turns out that the remote will not control the streamer from further than 1 foot away from the device. I've looked at other posts and tried changing batteries, pressing home and back, took it to my house to control my Roku and it does not work further than 1 foot away. All I want is to return it and get a replacement ( ! year warranty?) Store won't replace since past 30 days. When will Roku respond to my ticket number?

[RokuJanadeeK]

Hi @Alex9571,

Thanks for letting us know about the issue you've been having with your remote. We're happy to provide you with an accurate resolution for this one.

Can you specify which Roku remote you currently have? Please refer here to identify the remote. Also, please be advised that some Roku remotes, specifically the Roku simple remote, are meant to be used not far from the streaming device since they are operated by infrared light (IR). We suggest placing your Roku Express in a more accessible location and refraining from placing it behind the TV.

If the issue is persistent, please provide us with the Roku device ID that your Roku remote is paired with.

Kindly keep us in the loop so we can assist you further.

Sincerely,
Janadee

[Alex9571]

Thanks for the quick reply Janadee. I'll have to drive to my in-laws to get the device id. They are tech illiterate so it may take a day or two.

The remote is a simple remote, no microphone icon, no magnifying glass icon, no OK button under the cursor keys. Just replay and star (*), beneath are rewind, pause/play and fast forward.

As for the express location, it is in line of sight of the remote which normally would be about 7-8 feet. It is unacceptable that we should have to have a 7-10 foot HDMI  cable running from the TV to the couch where the remote will be able to see it from 1 foot away.

I have brought the simple remote to my house to try it with my Roku box, it cannot see the Roku receiver from more than 1 foot away. MY simple remote can easily see MY Roku box from where I would normally sit. 

Since I have been able to transfer the problem to MY Roku location, would it not be easier to say this remote is defective and avoid having to make an unnecessary trip to the in-laws to get the device id of the receiver that clearly has no problem?

Awaiting your response

Alex9571

[RokuCarly · Accepted solution]

Hi @Alex9571,

We appreciate your precise explanation.

We regret any trouble this has caused you but no worries. Our Support team has already been informed of this and will contact you to discuss it. Kindly keep your lines open and check your emails from time to time, as they will reach you there for further assistance. In the meantime, your patience and understanding are highly appreciated. 

Feel free to post here in the community if there's anything else you'd want us to help you with, and we'd be more than willing to listen and take immediate action, as your satisfaction is essential to us. 

Thanks,
Carly

[Alex9571]

Thank you Carly, I will be standing by.

Alex9571

[Alex9571]

So Carly, you say support will be reaching out. It's been 3 weeks and nothing. I am really disappointed by ROKU support.

[1zodiac]

don't trust what a mod says on a forum.

never used it,i see there is chat,try it.

[Alex9571]

I just tried it. I somehow could not find it when I first started this issue, but today it was magically there. I seem to be making some progress. Thanks for your advice.

Cheers.