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mhan
Level 7

Ordered a roku remote but it never arrived and it has been a month

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I ordered a Roku® Voice Remote - RC399 but it never arrived and it has been a month.

It was sent out on Oct 19th, arrived at the post office on Oct 21st but it's now been 2 weeks and nothing has showed up. I tried to cancel to get a refund, but it says I have to ship the remote back. 

How can I ship it back if I never even received it?

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1 Solution

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mhan
Level 7

Re: Ordered a roku remote but it never arrived and it has been a month

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Just an update. Roku support eventually got back to me and sent me a new remote and it is working now! But, it required a factory reset of the roku device first. After that I was able to detect the remote.

So perhaps I didn't need to get a new remote in the first place. 

Checking with the post office was a futile effort. 

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3 REPLIES 3
renojim
Community Streaming Expert

Re: Ordered a roku remote but it never arrived and it has been a month

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Have you inquired at the Post Office?  If it got that far I don't understand how it's Roku's fault.

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.

I am not a Roku employee.
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JTFSTANG
Level 7

Re: Ordered a roku remote but it never arrived and it has been a month

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my roku dosen't play prime video

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mhan
Level 7

Re: Ordered a roku remote but it never arrived and it has been a month

Jump to solution

Just an update. Roku support eventually got back to me and sent me a new remote and it is working now! But, it required a factory reset of the roku device first. After that I was able to detect the remote.

So perhaps I didn't need to get a new remote in the first place. 

Checking with the post office was a futile effort. 

0 Kudos