customer service

[into]

I thought I would relay this story, as most postings about customer service are negative.

I spent a few weeks researching the Roku and when I decided to purchase it, I preferred to buy it through the Roku "store" at Amazon, where I already have an account set up.

After purchasing it, I went to the Roku site and saw that if I had ordered directly through them, I would have gotten free shipping, a $14.99 value. After slapping myself it the head, I decided to chalk it up to my own carelessness.

Shortly after receiving the player, I got a "Welcome to the Roku Family" email from customer service. I replied to them stating I loved the Roku unit but I was disappointed that I missed out on the free shipping because I ordered through Amazon.

I didn't expect any sort of response or action, but within a day they had responded and created a case, and within a week I received a refund for the cost of shipping.

That was pretty cool of them.

Oh, and this thing works FANTASTICALLY.

[DennisJ8]

Wow, that is indeed pretty amazing. To me that's what customer service should be all about and just another reason to buy Roku. This reminds me when I emailed a candy company once, just with a basic question, and before I knew it I received actual mail with a couple of coupon codes.

[JOBLO]

Good for you "into". Now for a TRUE story: STAY AWAY from this company! I ordered one of these units as a birthday present, two weeks early. The Roku website says 9 days for delivery, I had plenty of time... or so I thought. Each time I track my package, I get a new date, and the shipment is only a direct line, from California to Nevada! if I had known it actually take more than TWO weeks from California to Nevada, could have picked it up myself! . "Bob Jones", with an illegible Indian accent, clearly could care less, an suggested that I buy a new one, and send that one back after it arrives THE DAY AFTER my mother's birthday party! (Then I can have two units that don't ship on time!)Thanks Bob, you're a fecking genius!! Why even bother with these fake "Customer Service Departments?"It's not just with this company, it's now with everything. People, we need to TAKE our country back!!

[JOBLO]

Good for you "into". Now for a TRUE story: STAY AWAY from this company! I ordered one of these units as a birthday present, two weeks early. The Roku website says 9 days for delivery, I had plenty of time... or so I thought. Each time I track my package, I get a new date, and the shipment is only a direct line, from California to Nevada! if I had known it actually take more than TWO weeks from California to Nevada, could have picked it up myself! . "Bob Jones", with an illegible Indian accent, clearly could care less, an suggested that I buy a new one, and send that one back after it arrives THE DAY AFTER my mother's birthday party! (Then I can have two units that don't ship on time!)Thanks Bob, you're a fecking genius!! Why even bother with these fake "Customer Service Departments?"It's not just with this company, it's now with everything. People, we need to TAKE our country back!!

[billc124]

Good for you "into". Now for a TRUE story: STAY AWAY from this company! I ordered one of these units as a birthday present, two weeks early. The Roku website says 9 days for delivery, I had plenty of time... or so I thought. Each time I track my package, I get a new date, and the shipment is only a direct line, from California to Nevada! if I had known it actually take more than TWO weeks from California to Nevada, could have picked it up myself! . "Bob Jones", with an illegible Indian accent, clearly could care less, an suggested that I buy a new one, and send that one back after it arrives THE DAY AFTER my mother's birthday party! (Then I can have two units that don't ship on time!)Thanks Bob, you're a fecking genius!! Why even bother with these fake "Customer Service Departments?"It's not just with this company, it's now with everything. People, we need to TAKE our country back!!

The shipping is done via FedEx and the USPS, that has nothing to do with Roku, your gripe is with the terrible service FedEx and USPS provide. I never have anything shipped via this method since it is so slow. It was FREE shipping, you get what you pay for. When you get something for nothing you waive any right you have to bitch about it.

[brmccowan]

I couldn't be happier that they were so accomodating, I on the other hand have recieved horrible customer service from this company. I purchased a box for Christmas as a gift thinking they have a 30 day refund policy that they are boasting about so I had nothing to lose. Before I recieved the box I sent an e-mail requesting how to do a return, as I no longer needed this as a gift. I recieved a case number, and even was told I was sent a return lable. However... it never came, I have called and e-mailed at every day now for almost a month requesting another lable to be sent... if they ever sent one in the first place. For a week they refused to send one stating one was already sent... if I recieved it why would I keep asking for a return lable. Well here I am waiting again for another return lable to be sent, I imagine it will not come and soon after my 30 days is up, I will be up the creek without a paddle, out $80 and a roku box I can't use. Happy holidays

[baswed]

I have seen some people slamming roku for bad customer service i have not dealt with that at all
i have had quick responses to my emails and got a replacement within a week

[gfike01]

I can't out right call the customer service bad, but its not great either. I ordered a Roku Player back on march 1st and its arriving and all. The problem is that I'm getting double charged. I contacted them about it and said it was shipped but I told them I have another pending transaction from them. I'm just wanting this resolved as its holding up funds that I could use.