Remotes

[Topcatistop]

Hello I posted to this message board some months ago. I was subsequently emailed by your customer services department who asked me to send the faulty Roku 4 k streaming stick back to the Roku office for warranty replacement. 

I sent the faulty unit back in November and still haven’t got a new unit sent to me. It has been a long time. No body has contacted me to confirm what is happening. I have emailed numerous times and tried to call them but had no luck. I have paid for a product and sent it back so Roku now have my property and I have no smart Tv device. Please raise this with customer services and ask them to reply to me and to send the replacement stick as soon as possible. 

I tried an official compliant but was also ignored. 

[Mars_555]

I've tried everything but factory resetting my TV to solve my issue none of the solutions in this thread have given me any results. My TV is running the latest software pacth.

[RokuArjiemar · Accepted solution]

Hello! @Mars_555,

Welcome aboard here in the Roku Community!

Thank you for reaching out to us about your Roku remote. We're pleased to assist.

• What Roku device are you using right now?
• Is this the first time you have set up or activated this Roku TV or device? If not, is this the first time you have experienced this issue?
• What type of remote are you using right now?

For more detailed information about fixing your Roku remote, visit our support page here: How to fix your Roku voice or a simple remote that is not working

Please keep us posted on what you find out, and we will be happy to continue assisting you further. We look forward to hearing back from you.

Thanks,

Arjiemar

[Parismom]

i just sent a thorough response to you and i'm wondering if you received it.  please let me know.

parismom

[Topcatistop]

Hello Parismom thank you for the reply. No I have not received any other messages from anyone. I have checked my spam folder. 

[RokuTakashi]

Hi, @Topcatistop

Thanks for posting, and welcome to the Roku Community.

We appreciate you for sharing this with us, and we sincerely apologize for the inconvenience regarding the delay in the replacement. We've sent you a private message here in the Roku Community. Kindly navigate at the top right corner of your web browser and click the "mail" icon to access your inbox since we've reached you from there.

Best wishes,
Kash

[Parismom]

after  many months of dealing with inadequate customer service, i finally received the replacement remote.  this was a terrible experience with a positive outcome.  

[RokuJechealR]

Hi @Parismom,

Greetings from the Roku Community!

We appreciate you sharing with us your thoughts regarding replacing your Roku remote. We're sorry for any inconvenience that it may have caused you. That's not what we aim for. We always aim to provide our customers with the best streaming experience and convenience when using our services. Thank you so much for your feedback, and we value your input.

On the other hand, it is our pleasure to hear that the matter has been resolved. We express our gratitude for your effort and time in this matter. Please do not hesitate to reach out to us if there is any further assistance we may provide for you.

All the best,

Chel

[SouthPoleTim]

Just started happening this evening. Always worked in the past. There was an update on my system in the past 24 hours as I can see changes in the home page menu. Now the voice search no longer works. Receive the error "Unable to hear you Try again." Rebooted the Ultra. Put fresh batteries in the remote Repaired the remote to device. Followed every suggestion in the past five pages of responses.

Device type: Roku Ultra

Serial number: YJ00DR742370

[Parismom]

I just went through all of this. It took me 3 months. Persevere. Keep contacting customer service. They will delay and stall and ask you for the same information, photographs of your remote etc etc etc. Stick with it. It took me 3 months but they eventually sent me a replacement remote. Respond and stay proactive. They're going to ask you to troubleshoot and Trust me, when I tell you this, you can troubleshoot all you want. Troubleshoot until the cows come home. The remote fails and they have to replace it. Stick with it and they will.