Remotes

[Bastette54]

I put the batteries in the remote, and at first it seemed to work. It did the pairing. Then it asked for my WiFi password, but the cursor arrows (up, down, etc) don’t produce any result. It’s as if the remote suddenly stopped sending signals to the streaming stick. The device is not responding to any button I press on the remote.

[RokuDanny-R]

@Bastette54

Thanks for the post.

Have you tried replacing the batteries on the remote to see if this resolves the issue you are experiencing?

Please keep us posted what you find out.

Thanks,
Danny

[Bastette54]

Hi Danny,

Yes, I did replace the batteries with ones of my own that I know are good. Still had the same problem. But in fact, the original batteries work, too, as I describe below.

What's weird is that there's some inconsistency in whether the remote is communicating with the stick. For example, the stick/TV was immediately paired with the remote, as soon as I inserted the batteries (ie, the ones that came with the device - so those batteries are OK). If pairing happened, there must have been communication between the stick and the remote, right?

Then, when I tried to sign into the wifi, I was unable to enter the password using the arrows on the remote to move the cursor around. (The voice interface didn't work at all.) But then later--at least a minute later--I noticed that some of what I had typed did get through. But only bits and pieces. The streaming stick is extremely slow to respond, or remote's signal is intermittent, or something. I can't make sense of it.

Thanks!

[RokuDanny-R]

@Bastette54

Thanks for the follow up.

Can you please provide the serial number/device ID on your Roku device? I'll be able to assist you further from there.

Thanks,
Danny

[Bastette54]

Hi Danny,

Thanks. Here's  the serial number:

S08Y419H3R97

I'm not sure whether the second character is the letter 'O' or the number '0'. I type it as a zero. Sorry! The print in the device is really small!

[RokuMary-F]

Hi @Bastette54,

Thanks for keeping in touch and providing the additional information.

I have passed along your information to our Support team. They will follow up and assist you.

Please stay safe and healthy, we thank you for your patience.

Sincerely,
Mary

[Bastette54]

Hello Danny, Mary,

I got an email from support saying that I would be sent a replacement remote for my new streaming stick. This was the message:

Hi Joyce,

Thank you for contacting Roku customer support. I understand that the Roku
remote buttons are not working.

This could happen due to a buttons issue or a hardware issue with the remote.

Upon checking, the remote seems to be faulty. I will replace the remote.

Please help us with the details below to process a replacement:

- Telephone number
- Shipping address

This was the reply address from their email:

Reply-To: Roku support <customersupport@roku.com>

In all of my correspondence with Roku support, nobody has ever received an email from me at that address, because it is an unmonitored account. But I replied anyway (since I had no other option), supplying the info they asked for (phone # and address), and have heard nothing back. So I have no idea whether they heard from me at all, and no idea whether I should be expecting a replacement remote, or perhaps the support team has assumed that I don't care and don't want the replacement.

I do want the replacement remote.

Please ask the support team to stop telling me to respond to the address (customersupport @roku.com). It does not work, nobody sees my email. This is really frustrating for me because communication takes so long. When I complained about this before, support told me it's probably my browser or my email client (I was using my Windows laptop at the time). Well, guess what - I sent my most recent email to support from my iPad, not my Windows laptop. Totally different email client, totally different OS, totally different device. It still does not appear to have been received, since I got no acknowledgement from them.

The only way I can correspond with anyone at Roku is through this community. So I really need someone (Danny? Mary?) to stay in touch with me and make sure my messages to customer support are being received. Can either of you please find out whether they got my email with my phone number and address (which I don't want to post here for obvious reasons)? Is it possible for me to send a direct message to one of you? It has taken weeks for me to get set up with the new streaming stick. This is a drag because my old Roku device is so old that Amazon Prime won't support it anymore. So I'd like to be able to finish setting up the new one.

Please let me know what can be done to make this happen a little faster.

Thanks,

Bastette54

[RokuMary-F]

Hi @Bastette54,

Thanks for keeping in touch and following up on your remote replacement status.
Our support team responded via email today. Please check your email from our support team. Rest assured that I’ve escalated your RMA support follow-up and support noted your contact details. 
We sincerely appreciate your patience and we are working on ways to better improve this process.
Thanks,
Mary

[Bastette54]

Thanks, Mary! I really appreciate you staying in touch, too.

I did get an email from customer support today, but it was an automatic message that is generated when there's some change or development on an open ticket:

Hello Anonymous,

Your request #(5078994) has been received and is being reviewed by
our support staff. We will be contacting you shortly.To add additional
comments, you can simply reply to this email.

Sincerely,

Roku Customer Support

If you find out anything specific, please let me know. These are the things I'd like to know:

• Did they get my message containing my home address and phone number, and that I want to get the replacement remote for my streaming stick?
• Do they also know which model of streaming stick I have (which I recently ordered and received)?
  
  
• Is it possible for you/them to send me an alternate email address that a live person will be checking, so that someone in the support office will actually receive my emails?

Thanks!
Joyce

[RokuMary-F]

Hi @Bastette54,

Thanks for the follow-up.

I can see that you’ve been in contact with our support team and our Roku support is actively responding to your current emails, we would recommend continuing to work with them regarding the issue you are experiencing.

We sincerely appreciate your patience and we are working on ways to better improve this process.

Regards,
Mary