Same here, and I've gotten the same stellar service from Roku as other users.
I opened a ticket in Feb. 2019. Since then it's been nonstop back-and-forth "we'll investigate and contact you by email", but no action whatsoever.
Now, I try to be fair and circumspect in my dealings, and I realize that the mobile screensaver is a perk, and not part of the core functionality of the Roku unit. If the feature was never there, no one would ever have missed it. Obviously we can all live with the malfunction, because we have been.
However, the fact of the matter is that the feature IS offered, and for better or worse that means that Roku has a responsibility to deal with the issue. The feature IS one of the things that sold me on buying the Ultra over one of the less expensive offerings.
At this point, the issue is less about the technical malfunction and more about the quality of Roku customer service - or lack thereof.
When dealing with vendors in my professional life, I have learned that problems with products are inevitable - nothing is perfect, and anything can break. The key to customer satisfaction and customer loyalty is WHAT YOU DO ABOUT IT WHEN IT BREAKS!
Here Roku support has summarily failed. That's troubling, and not just for those who want to use mobile screen saver. It should worry any Roku customer, as it is an indication of the quality of their customer service in general.
Aside from the abject failure to address this specific problem, my impression is that the Roku support structure is designed specifically to dismiss customer support issues, rather than to address them. Here's why I say this:
You contact customer support with an issue. After some (necessary) troubleshooting attempts, the issue is still unresolved, and they tell you they'll have to get back to you (that's fine).
Then, you may or may not get an email asking if you are still experiencing the problem. (I had 3 separate chats with techs about this issue - each with its own ticket# - because the Roku chat client kept disconnecting. I only got this email for one of them) . Well of course I'm still experiencing the problem, because you haven't done anything about it yet! This is opportunity #1 to dismiss your ticket if you don't click the "Yes I'm still experiencing the problem" link. You click the appropriate link.
Then, you may get an automated reply with links to KB articles that some AI bot thinks may be relevant (your issue mentions the word "screen", so you get articles on screen mirroring, etc). Or you may get an inquiry for the same info you have already given, and you reply.
So you wait a while longer, as Roku support has promised to email you with a resolution. Eventually, you'll get This:
"It’s been a while since we've heard from you, so this automated message is here to remind you that we're looking forward to your response on the ticket you requested. If we don’t hear back from you in 3 days, well assume it’s safe to mark the ticket as resolved."
Wait - YOU'RE waiting for MY response? Here's opportunity #2 to dismiss my issue. According to every communication I have had with Roku, YOU'RE supposed to be contacting ME after your "team investigates". So you reply to that effect
Wait some more weeks... (Honest, ALL OF THIS ACTUALLY HAPPENED!)
You get another "It's been a while" email.
Do you see a pattern here? The Roku system is deliberately set up to put the onus on THE CUSTOMER to keep the ticket alive (by continuing to have a problem!), rather than putting the onus on ROKU SUPPORT to solve it! Obviously the idea is that you'll eventually get sick and tired of responding to their inaction and go away, thus allowing them to "assume the issue is resolved", making it LOOK as if they have resolved all of their open tickets - even when there is no resolution beyond inaction.
As you can see, the Roku support ethos is "close the ticket" not "resolve the issue".
The ultimate irony of it all is that this issue never warranted the use of such deceptive and underhanded tactics! Mobile screensaver is a perk... a gimme... a bell-and-or-whistle. It wouldn't be an unforgivable business decision to say "You know what? This functionality isn't worth the development resources to fix, so we're no longer supporting it." That way you have a clear message that you can stand behind.
But Roku didn't do that.
Instead they have hidden behind a system designed to fail, and tactics more befitting a teenager than a successful consumer-oriented company.
Show me where I'm wrong...
