http://forums.roku.com/viewtopic.php?f=28&t=82833&sid=8639fc91c03228af2efc9a677c71e0e4&start=15
In this my comments get deleted, I want to state what poor customer service I’ve experienced on January 18, 2015.
Had two 50 minute conversations that were completely unhelpful and unprofessional.
Case Number – 3312128
Serial Number – 1GU455030477
It was working with the reboot trick but then the idiot made me do a hard reboot and now this 96 dollar item is useless. Now I get to waste ten dollars, and not get reimbursed because of ROKU’s stupid own problem, and I get to wait ten days before I might get one that works.
As tomorrow is a holiday, I can’t mail until Tuesday, so any help would be fantastic.
When I get a bad ink order, they ship me a replacement overnight, then I return the defective unit back in a provided box. That is how proper businesses do it.
I’m telling everyone about the <I just took a Roku to the knee> poor phone customer service, with all the times I was put on hold, and not recommending this service.
Also, apparently, because we are 20 days pass the 90th day, the supervisor wouldn’t help us, at all.
The guy said “someone” was looking into it, but wouldn’t give me a time table or listen to my idea of reverting to the previous update to prevent this problem in the future and to solve the problem AND save me money and time. The worst customer service I have ever received and the supervisor was equally troublesome.
The third person I spoke to, couldn’t get my phone number, address nor email address correct – so who knows if I am even getting those directions to fix this in two weeks.
Oh! And they fought me on the fact that ten days isn’t two weeks. Right, with Sundays not being a mailing day, if I ship it Tuesday, my replacement won’t be in my hands until close to the second Tuesday WHICH IS TWO WEEKS! Never had to explain to two people how to do their jobs AND how to be provide better customer service.
If a thousand people bought a $96 Roku 3, they can afford to overnight the fixed product. ESPECIALLY as they are saving money on fools on the other side of the phone.
Should have either not purchased this product or spent money on the cheapest item. What is the point of buying the most expensive product, it there are no rewards?
. . .
So don’t buy Roku, or if you do, buy the $35 version. We wish we stuck with Amazon and bought the Fire TV.
Shadow and Flame with Magik 