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ccaines
Binge Watcher

Partner Success is Not Responding and We are Losing Viewers

The quality of support I am getting from the Roku Partner Success Team is atrocious. The Roku executives are ignoring my cries for help. It is surprising that a a multi-national enterprise like Roku can't seem to get it together. I have an idea.

Roku will give all channel developers $5000 worth of display ads for free if your support request remains unanswered past 48 hours or if channel payout is delayed or short. The free advertising will help recover revenue losses suffered by channel operators on the Roku platform.

How about it Roku? Can we expect you to step up your game and give your partners the type of respect and support that you could be proud of?

Stay tuned. New policies coming soon.

 

7 REPLIES 7
caldev
Binge Watcher

Re: Partner Success is Not Responding and We are Losing Viewers

weird. this is not how to handle anything.

If you email partner success they will respond eventually. If you wrote something like this, that is probably why they are not responding.

ccaines
Binge Watcher

Re: Partner Success is Not Responding and We are Losing Viewers

I don’t know your background or where you learned successful business strategy but “ghosting” people who are asking for your help will do nothing to build your reputation as a competent technical support specialist who's objective is to help Roku channel developers succeed. You should keep your partner informed even if you don’t have answers. Let them know what your strategy is to find the solution and tell them when you expect to contact them again for the next update. This is first-grade training in competent technical support. I am stunned that a multinational enterprise is having trouble with this concept.

It reinforces my point if the partner success team chooses to punish me for my comments instead of reaching out and correcting the problem.

0 Kudos
ccaines
Binge Watcher

Re: Partner Success is Not Responding and We are Losing Viewers

caldev - What makes you think that the partner success team will not respond to my support request because I “wrote something like this”?

I give them more credit and expect the support team to operate in a professional manner. Besides, how could they possibly link my comments in this community to my support ticket? It is strange you would say that. Do you have an inside position in their operations?

0 Kudos
caldev
Binge Watcher

Re: Partner Success is Not Responding and We are Losing Viewers

I’m saying you are coming off as crazy. You ask them to be professional yet you are ranting and offering up ultimatums. Chill. If there is any delay in the queue it’s because of messages like this.. that’s what I was saying. I’m a developer, not an employee.

ccaines
Binge Watcher

Re: Partner Success is Not Responding and We are Losing Viewers

caldev - You don't sound like a developer. It sounds like you have an axe to grind. Please move on with your personal attacks and insults. I want to have an intelligent discussion with rational people.

0 Kudos
cocotower
Roku Guru

Re: Partner Success is Not Responding and We are Losing Viewers

I think at this point for our sake we should Beg for the day that Amazon or Google gobbles up Roku.  We might hope and expect they would add Android capabilities and switch to a fully automated payment and revenue payout system like all the other platforms use.

Are we allowed to use PayPal's API?  That would fix at least half the problem.

 

 

ccaines
Binge Watcher

Re: Partner Success is Not Responding and We are Losing Viewers

cocotower - Thank you for your rational and insightful response.

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