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GinTech
Reel Rookie

Roku Express came with non working remote

I recently purchased a Roku Express but the remote that it came with isn't working. Even holding it up to a camera there doesn't seem to be any ir signal coming from the ir blaster, I've tried 3 different sets of batteries including ones I know are fully charged. I tried going to the support page but apparently the Roku Express isn't eligible for support which seems ludicrous.

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3 REPLIES 3
renojim
Community Streaming Expert

Re: Roku Express came with non working remote

@GinTech, if you bought it online or from a store, return it.  If you bought it from Roku, try the "Account, payments & subscriptions" option at https://support.roku.com/contactus.  That should lead you to a method to contact a human.

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GinTech
Reel Rookie

Re: Roku Express came with non working remote

I bought it from Amazon, they said to talk to Roku to get the device replaced, but there's evidentially no way to do that despite the device being under warranty.

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renojim
Community Streaming Expert

Re: Roku Express came with non working remote

Roku's policy is that if it's less than 30 days since purchase you have to go through the seller.  Otherwise, you can start at the warranty return page:

Step-by-step instructions for returns and warranty replacements | Official Roku Support

If it's just the remote, see if you can actually get to a human using the approach I stated above.

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Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.

I am not a Roku employee.
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