Remotes

[RokuJohnB]

Hi @SouthPoleTim,

Greetings from the Roku Community!

For us to proceed with the appropriate action to resolve this, could you please send us a private message with your current shipping address and phone number?
To send a private message:

1. Sign in to the community.
2. Click the message count or envelope icon to go to your Private Messages Inbox.
3. Click Compose New Message.
4. Enter the recipient's name in the Send to area.
5. Note: Depending on your role in the community, you might be able to send a message to a group of users based on their role or rank in the community. If so, you can choose a role or a rank.
6. Enter the subject for the message in the Message Subject area.
7. Type the reply in the Message Body editor.
8. Click Send Message.
9. You can look for the messages you've sent in the Sent tab.

To learn more about how to send a private message, click this Community link: Help - Roku Community
We'll be anticipating it!

Thanks,

John

[SouthPoleTim]

Hi John, Thank you for the quick reply. I tested the remote today, and it is back to working correctly. I'm assuming there was some sort of software issue. I will check back in and send a private message if I continue to have problems with it. Thank you again!

[RokuJohnB]

Hi @SouthPoleTim,

Thank you for the update!

No worries; we're here to help you regarding this concern that you have with the Roku remote.

If you need anything else, please keep us posted.

Kind regards,

John

[LFnOCD]

Hello John, 

"I am one of the original posters regarding an issue with my Roku remote. Unfortunately, the issue has not been resolved for me yet. If new remote could potentially solve the problem I would like to apply for one. Interestingly, the app on my phone was working quite well for a while. However, after the latest update, it is not as smooth as it used to be. Therefore, I still suspect it is a hardware and software combination issue. It is disappointing that Roku has yet to respond properly and quickly to its large customer base. But if a new remote could solve this problem, and since Roku has access to the serial numbers of its customers' equipment, a notification and process to replace defective remotes would be appreciated."

[Parismom]

All they have to do is send you a new remote. These remotes cost less than nothing and they make it so difficult to make their customers happy. It took me 3 months to get satisfaction through endless emails and responses. Keep working it!

[RokuJohnB]

Hi @LFnOCD,

We appreciate you sharing with us!

We would be happy to help you further with this Roku control issue. Can you please send us a private message here in the Roku Community?
We look forward to hearing from you soon.

Thanks,

John

[Topcatistop]

Hello I sent back my Roku 4K Streaming Stick last year, due to voice command failing within two weeks. And I still haven’t had a replacement unit sent out! Apparently there are stock issues? Well then please reimburse me the £50 for the stick which has not been replaced, and £5 for the postage which I paid to send the stick to you. I will use that money to buy an Amazon stick instead. 
Thanks. 

[Parismom]

a word of advice:  stay on top of them about this return.  satisfy all of their redundant requests to provide photos and info.  it took me over three months to receive a replacement remote.  don't give up!  Churchill didn't give up ❤️

[RokuTakashi]

Hi, @Topcatistop

It's our pleasure to welcome you here in the Roku Community.

We're sorry to hear about this experience, and we'd like to assist you further. Kindly be advised that we've reached out to you via private message here in the Roku Community. To check our message, navigate to the upper right corner of your web browser with the mail icon since we've reached you from there.

We hope to hear back from you.

Best wishes,
Kash

[Watersfam]

Hi, we are having the same issue since last year.

I have tried all of the troubleshooting steps multiple times, replaced the batteries, I can get the other buttons to work sometimes on one remote, and have no issue with the navigation controls on the 2nd remote but never can get the voice controls to work on either remote. I do not want to go through all of the trouble others have gone through and am reluctant to post here. Please help resolve this matter or direct me to the steps for a firmware update to resolve this.

We have 2 roku voice devices that "cannot hear you".

It is crazy that it costs $20 to replace each remote when I only paid $29 for each one. Wow...