Roku setup

[lvn80]

I bought a new Express 4k, successfully set it up and activated it. It has been 3 days and I still have not received the email on how to get the free Cineplex rental. I spent about an hour on a chat with the help desk, was transferred to 3 different departments and no one knew what I was talking about even though it is clearly advertised on the website. Has anyone else had this issue and how do I go about getting this offer?

[RokuCarly]

A warm welcome here at the Roku Community, @lvn80!

Firstly, we wanted to congratulate you on fully activating your new Roku Express 4K!

Regarding your concern, since you've mentioned an isolated case towards the Cineplex app on the Roku platform, we highly recommend reaching out to their Customer Support directly, as most apps or channels, including this Cineplex, on the Roku platform are being created, maintained, and updated by the channel provider independently. You can also contact their direct line at 1 (800) 333-0061. 

Hope this helps!

Kind regards,
Carly

[lvn80]

@RokuCarly   This has nothing to do with the Cineplex app. It has to do with offer that Roku has where if you buy a new device and activate it between 7/29/23 and 11/10/23 an email will be sent to the customer with a pin for a free Cineplex rental. This is offer is literally on your website. This is taken directly off your website:

"*Eligible individuals who purchase and activate a new Roku device between July 29, 2023 and November 10, 2023, will receive an email from Roku with redemption instructions and one unique PIN Code valid for 100% off 1 digital movie rental in SD, HD or 4K format. (value of $9.99 each)." 

I did reach out to Cineplex who told me to contact Roku about this offer. I have been bounced around from one department to the next with no solution even though this is an offer Roku is very clearly advertising here in Canada. 

[AvsGunnar]

@lvn80 

Looks like this deal is specific to Canada.  If you go to the Cineplex Store website,  https://store.cineplex.com/, and select "Deals" from the top menu, you will be redirected to the Roku website (Canada) that mentions this offer.  https://www.roku.com/en-ca/offers/cineplex?ic=cps_20230829-sale_global-nav-en_deals-1_promo_Roku_Fre...

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When you activated your Roku, did you select the option to "opt-in to Roku emails in order" to receive the Cineplex Store PIN Code?

To double check, go to the Roku website and login to your account.  Look for the section "Manage my Account" and then select "Communication Center".  Make sure the Emails are selected/checked.

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I would think the coupon code (PIN) should be sent pretty quickly/immediately after setup/activation and you should probably be also seeing this offer under the "View and activate offers and free trials"  section under your online account as well.

Wouldn't hurt to reach out to Cineplex Store directly and see if they can also help out. (sometimes navigating through Roku support and getting a resolution can take awhile).

[lvn80]

Thank you for the advice @AvsGunnar ! I did opt in for emails and have been receiving emails from Roku. I will try and reach out to Cineplex . It has been incredibly frustrating when no one I speak to at Roku knows what I am talking about even though it is clearly advertised on the site under Offers.

[AvsGunnar]

@lvn80 

Try doing a chat or call with the Cineplex Store.

https://cineplex.service-now.com/gsc?id=cpx_gsc_contact_us

The above link is located under the "Help Center" section of the Cineplex Store website.  Good Luck.  Feel free to update if you get the email or Cineplex helps you out so other users can be pointed to the best course of action.

[HoneyWest]

I got the PIN number with the offer of the free movie.  I can't for the life of me see how to apply it.  Where does the PIN get entered?  I have a movie picked out.  Could you tell me the steps to redeem my offer?  I'm in Canada if that makes a difference.  Thanx

[lvn80]

@HoneyWest I would love to help you but my problem is that I didn’t receive the pin in the first place when I activated my new device. I have spent hours trying to figure out how to get it, been bounced around from one department to the next in Customer Support and no one can help, even though the offer is clearly advertised on the site. So frustrated!