Forum Discussion

flybygrl137's avatar
flybygrl137
Reel Rookie
9 months ago

incorrect replacement remote sent twice

We tried to order the Roku Simple Remote (3930R/RW, 3920R/RW/S2, 3940RW, 3960R/RW AL-IR, no voice or power button) to replace one that our dog chewed up and they've sent us a remote with the power button and mic hole twice even though that's not what we ordered. We have to pay for shipping to return them and have no confidence that we can order a remote that works without ordering an entirely new Roku player system. Can anyone help? How can we get the right remote sent to us? We went through the online process of determining which remote to get - do they not make a simple remote anymore so they keep sending us what they have? I can't even contact support because they don't have live agents to address this issue. This is ridiculous. 

remotes

3 Replies

  • renojim's avatar
    renojim
    Community Streaming Expert
    9 months ago

    flybygrl137, if they sent you a voice remote for the price of a simple remote, I'd say you got a deal.  Voice remotes will work with all Roku devices.  If they sent you a simple remote for TVs with no microphone button, it will not.  The simple remote, now apparently called the "Roku Players Remote", is still available (at least in the US).

    https://www.roku.com/products/accessories/roku-simple-remote

    • flybygrl137's avatar
      flybygrl137
      Reel Rookie
      9 months ago

      Apologies—the last one we received does not have a mic, only the power button, but the packaging says that it is "not compatible with Roku players." The link to the remote you provided is the remote that we ordered (no power button and compatible with Roku players) but when we got it, it had the power button, so we know it's not the right one. 

      • renojim's avatar
        renojim
        Community Streaming Expert
        9 months ago

        It sounds like they sent you the simple remote for TVs.  I'm not sure what to tell you other than maybe try Amazon or some place with a better return policy.  I sure wouldn't want to pay return shipping for something that wasn't my fault.  Try contacting account/payment support at https://support.roku.com/contactus and maybe you can reach a human.  I believe it's best to try during business hours Pacific time.