Solving playback issues

[gk5]

Hi!

My Roku Express, bought in February 2021, was working fine until a few days ago. On Monday, I tried turning it on and got a blue screen with No Signal. I've tried:

- Turning everything off and on,

- Disconnecting the HDMI and connecting it again,

- Pressing the reset button,

- Trying a different HDMI cable,

- Trying a different HDMI input. 

So far no luck. The light on Roku Express is white, not blinking. Any ideas?

[DBDukes]

The only thing you may need to do different is to press the Reset button for at least 30 seconds. A Factory Reset will properly occur if that is done. Less than that and it may not be a full Factory Reset.

[gk5]

Hi DBDukes - tried that too 😞

[DBDukes]

This may be a defective device. You'll need to work with @RokuDanny-R or @RokuMary-F to try to resolve before beginning a return/replacement. Get all your receipts for proof of purchase, just in case.

[gk5]

Thanks DBDukes, I sent them a private message. 

[RokuDanny-R]

@gk5

Thanks for the posts.

Can you please provide the serial number of your Roku device from Settings>System>About? I'll be able to assist you further from there.

Thanks,
Danny

[gk5]

Thanks for your reply @RokuDanny-R, I just sent you a private message with the serial number.

[gk5]

This is my first time experiencing such terrible support from a well known company that I had to share. 

I posted about the issues I was having with my Roku Express 2 weeks ago and was told by @RokuDanny-R that customer support would contact me (@RokuMary-F did not even reply to my messages). They haven't. I sent another message to Danny and have not heard from him again either. 

The lack of a phone number or email to contact customer support is unacceptable in 2021 anyway. But forcing paying customers to ask for support in a 'community' forum is even more unacceptable. 

Even if it is a cheaper product, if you are selling it, you have to provide decent support to customers. I will not be buying from Roku again and I will make sure that whatever product I buy in the future has at least the contact information of someone to talk to for support. Lesson learned!

[RokuDanny-R]

@gk5

Thanks for the post. I'm sorry to hear about the experience—that's not what we aim for.

I have passed along your information and concerns to our Support team. They will reach out and assist you shortly.

Thanks,
Danny