Remotes

[Wilhelmtaylon]

I have tried to talk to 3 separate agents only to be walked through everything I've already done just to conveniently be disconnected this is the worst with no other way to contact you. I purchased this remote for the reason of having a microphone so how will I be compensated because obviously this was downgrade from the one before its smaller and like a regular Roku remote so did you all just slap a microphone button on the regular to charge more money. I am extremely pissed. Something has to be done about this I just purchased this remote in July.

[RokuCarly]

Welcome to the Roku Community, @Wilhelmtaylon!

We appreciate you reaching out to us for support. No worries! We'd be happy to help you find the best resolution so you can utilize the mic button (voice command) feature on your Roku Voice Remote Pro (2nd edition).

In this case, I'd be more than willing to coordinate this with the appropriate team to conduct a thorough investigation. With this being said, kindly provide me with the following details below:

• Roku device model, serial number, and device ID this remote is currently paired to. (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
• Error message.

In the meantime, if you haven't been suggested to reset your physical remote, kindly try the following steps to help you:

• Press and hold the Back and Home buttons simultaneously for about 20 seconds. After doing so, pair it again and try the voice command feature to see if you can utilize this. If the issue persists, kindly provide us with the details above.

I'll be looking forward to your update so we can proceed to the next step.

Best regards,
Carly

[nopethanks]

This is becoming a surprising frustration. No updates for a month and a half since I've been on the support forums. It's been a problem for months earlier than that. You know, I bought the roku ultra so I'd get the nicer voice search remote with headphone jack. If you don't have a fix for my remote, can you replace my remote with an equivalent one that works under warranty? Serious question and looking for a serious resolution at this point.

[RokuJharra-Q]

Hi @nopethanks, thank you for the follow-up!

We sincerely apologize for the delayed response and understand the frustration this may have caused. Please know that we have sent you a private message and are fully committed to resolving the issue.

We look forward to your responses and gathering your details.

Best regards,
Jharra

[nopethanks]

I replied privately a month ago, but did not receive a response. I received the replacement remote. This remove does not have the headphones jack to be able to listen privately with wired headphones to the remote. That is a nice feature on my remote, and one of the reasons why we purchased the roku device we did. So this new remote is not really replacing the one that isn't working correctly. Is this headphones jack feature not available on remotes anymore?

[renojim]

Redacted for incorrect information.

[nopethanks]

Welp, that’s not true. Voice remote pro gen 1 has it. 

https://www.roku.com/products/accessories/roku-voice-remote-pro?srsltid=AfmBOorJ-MnqW9CMaDOkL0xEWrSO...

[renojim]

@nopethanks, oops, you're right.  I don't know what I was thinking.  I fixed my post.