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John B.

  • 1 Review
  • 5 Helpful Votes
  • 0 Thank Yous

Experience: Entertainment

Member since November 2015

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1 Review by John

I'm the owner of 4 Roku's over the last 9 yrs. A month ago, I received an email from Roku that said support was ending for one of my original models. They offered a 20% off coupon to their loyal customers if I wanted to buy a new model.

I went to their website and tried to use the coupon. It wouldn't work so I contacted technical support. They told me not to worry; just buy it and they would issue me a credit. So I paid regular price.

When I didn't receive my credit after 3 days, I contact Roku support again. That was the start of 5 online chats, 2 phone calls, 7 emails and 2 escalations. I was told they (the outsourced support team in India? Roku themselves?) couldn't afford to give me 20% off since the $99.99 device was on sale for $89.99, $10 off regular price when I bought it. I pointed out the email didn't say it was not valid if they changed their price or ran a sale. It was just 20% off. And if corp forgot to include that, why did support tell me they would and follow up in writing that they would.

In an attempt to resolve, I called corporate HQ in Sarasota, CA pleading for help with their terrible customer service team. I left 3 voicemails over a week and half but never received a return call.

I had to escalate my request for an RMA to a supervisor. She kept arguing with issuing one until I started counting out loud, "This is my 6th request. This is my 7th request." I started out calm but I was loud by the time i got to 9. Felt bad afterwards but jeez, they were not going to honor their promised to me for anything. I had the email in writing, i had an email confirmation that they were going to credit me $20.

They didn't care what they had put in writing, they didn't care what I was promised. It's like the company would go out of business over $20, that's how hard they fought.

Long time loyal customer who Roku was going to go to the mat over a lousy $20. I bet that sold my returned roku as "open box" for $30 or more off.

What a company. I never knew until I had an issue.

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