Solving playback issues

[jkak4000]

Hello, I am having the same issue as described by two other users in this chain.  I have similarly tried all the troubleshooting described above.  I would like to submit a Return/Replace request  under warranty.  I am following the instructions on Roku's support website to request a replacement (this item was purchased from Amazon).  My device shows as eligible for replacement in my account.  However, when I select that device per instructions, I do not get a 'Replace' button.  I am brought to a page titled 'Let's get in touch' and a box that says 'Chat with us'.  However, when I click on the 'Chat with us' box, nothing happens.  I am not able to enter a chat.  I have tried this with 3 different browsers, and none of them work.  How do I get to the 'returns and exchanges' form that the instructions mention?   

[RokuJanadeeK]

Hi @jkak4000,

We're sorry for this experience.

You can send us a PM here at the Roku Community so we can provide you with proper instructions to follow. Also, we might need personal information to assist you better.

Your response is highly appreciated.

Thanks,
Janadee

[dboutwell]

i am having the same issue.  Can't get a response in the return/replace screen.  Stick purchased less than 8 months ago and suddenly nothing.  Have tried reset, unplugged, moved to another tv, and still nothing. 

[RokuTakashi]

Hi, @dboutwell

Thanks for posting, and welcome to the Roku Community.

We're sorry to hear about the experience you had with the Roku Streaming device. May we know if you're seeing any error codes or message prompts? Also, was a factory reset performed as part of your attempted troubleshooting steps? Further, after the Roku device has booted, are you able to see the Roku logo, and able to enter the Home Screen?

with more information, the better we can assist.

All the best,
Kash

[dboutwell]

No error codes it does not respond at all.  I get nothing but signal not found. However when another Roku stick is attached to the tv it works fine.  it is the stick not the tv or the wifi

[dboutwell]

As I responded to another post, nothing happens at all.  No prompt, no error code.  I have tried different rooms and different tvs. Other Roku sticks work well on all tvs.  What information do you need?  My name, address, purchase date, place of purchase?

please email me at dboutwel@gmail.com with directions for replacement of device.

[jkak4000]

Hi Nadee,

I sent you a PM on Sat., but have not received any response.  Please let me know the status of the request to return/replace the device and/or if you need more information. 

Thanks,

[RokuJanadeeK]

Hi @jkak4000,

Thanks for sending us a PM. We have already sent a response. We'd like to continue assisting you from there, as we may need personal data.

We're hoping for your response from there.

Regards,
Janadee