TVs & players

[radninja]

I spent over 30 minutes in chat with 4 different people trying to get a resolution to my problem. Representatives kept leaving chat. Here's the transcript:

Automated message

6:35 pm

Thanks for contacting Roku Customer Support! How can we help?

Todd M

6:35 pm

rechargable remote not taking full charge

CK joined the chat

Todd M

6:37 pm

I've left it plugged in all day. Never gets above 17%. Used to work perfectly.

CK

6:37 pm

This is Sai Naveen from the Roku Technical Support, How May I Assist You Today

Todd M

6:39 pm

my rechargeable remote worked fine until the last few weeks. Now it won't charge beyond 17%, and it dies quickly. I've left it plugged in all day, but it never goes beyond 17% charged.

CK

6:40 pm

Okay Todd, I am Really sorry that you were facing this Issue , Could you please tell since how long you were facing this Issue ?

Todd M

6:40 pm

probably for the last month or so

CK

6:41 pm

Okay Todd, May I know that after the remote is been fully charged how many hours the charge is in stand by

Todd M

6:42 pm

i can't get it to fully charge. it only goes to 17%. When I try to use it, it lasts about 1 hour

CK

6:44 pm

Have you tried to charge the remote by connecting into a different wall outlet? Todd

Todd M

6:44 pm

yes. I've tried different outlets and different charging cables.

CK

6:48 pm

Okay Todd, Since you have tried all possible troubleshooting steps after that also you are still facing same Issue

CK

6:48 pm

So Let me

CK left the chat

Automated message

6:48 pm

Your chat session has ended. If you still need help, please reply here in the next 15 minutes to be connected to another advisor.

Todd M

6:49 pm

still waiting on an answer.

Automated message

6:49 pm

You're back! How else can we help you?

Vishwa joined the chat

Todd M

6:50 pm

problem wasn't fixed

Vishwa

6:50 pm

Hi Todd M, Thank you for contacting Roku! My name is Vishwa.

Todd M

6:50 pm

my rechargeable remote worked fine until the last few weeks. Now it won't charge beyond 17%, and it dies quickly. I've left it plugged in all day, but it never goes beyond 17% charged.

Vishwa

6:50 pm

I am really sorry for the inconvenience you are facing today, let me try to fix this issue for you.

Vishwa

6:51 pm

Please give me a moment and let me check the previous transcripts.

Vishwa

6:53 pm

Todd As i checked that, you are having issue with the remote charging.

Vishwa

6:53 pm

Todd Kindly check the serial number of the device? You can find it on back side of the Device itself. Or you can find by navigating Home > Settings > System > About

Vishwa left the chat

Automated message

6:54 pm

Your chat session has ended. If you still need help, please reply here in the next 15 minutes to be connected to another advisor.

Todd M

6:55 pm

yh0007597104

Automated message

6:55 pm

You're back! How else can we help you?

Gautam joined the chat

Todd M

6:55 pm

no solution still

Gautam

6:56 pm

Hi Todd, Thank you for contacting Roku! My name is {{Attributes.agent_name}}

Gautam

6:56 pm

Hi Todd, Thank you for contacting Roku! My name is Gautam.

Gautam

6:57 pm

I am sorry for the inconvenience so to be clear your Roku remote does not charge beyond 17%, am i right Todd

Todd M

6:57 pm

correct

Gautam

6:58 pm

Could you please tell me your Roku device serial number and the model number

Todd M

6:58 pm

yh0007597104

Todd M

6:58 pm

3810X

Gautam

6:59 pm

Thank you

Gautam

7:02 pm

I have just checked and confirmed it seems like a hardware issue on the remote, if you would like to we can send a new Roku remote

Gautam left the chat

Automated message

7:02 pm

Your chat session has ended. If you still need help, please reply here in the next 15 minutes to be connected to another advisor.

Todd M

7:03 pm

still no resolution

Automated message

7:03 pm

You're back! How else can we help you?

Vignesh joined the chat

Todd M

7:03 pm

still no help

Read

Vignesh

7:05 pm

I'm extremely sorry for the inconvenience you are facing

Vignesh

7:06 pm

Please give me 2 seconds while i check this with my resources

Vignesh left the chat