Roku Forums

RokuTim · Guest

It's been a fantastic couple of days for us here at Roku. The Netflix Player by Roku has proven to be a tremendously popular product -- so much so that we're getting behind in fulfilling orders.

Right now we're looking at about 10 days from order placement to shipping. We have plenty of product on the way, but they're on the proverbial "slow boat from China". A boat arrives every week, so sit tight and we'll get them too you as quickly as possible.

Thanks for your support!

orbitalcomp · Joined: 22 May 2008 Posts: 3

I'm getting jealous reading all of these posts of people receiving their units already! I ordered mine the very first day (May 20th) before Noon Central, and still have not received a shipping notice. I paid the $20 extra for FedEx 2-Day shipping, hoping to have it in time for the long weekend. I did get my email confirmation that same night, so I know everything was processed OK.

Surely mine was in the first batch of shipments, right? Did you guys really sell that many so quickly? If so, congrats! It seems like the product is living up to all of the favorable reviews.

Here's to hoping that mine arrives tomorrow, since I have had online orders arrive before getting shipping info...

UPDATE: Got my shipping notice this morning, unit shipped yesterday, but because of the holiday I won't see it until the 27th...oh well, at least it's on the way...

teddman · Joined: 22 May 2008 Posts: 113

Thanks for clearing the air about the situation, at least now I can stop checking my inbox.

But Sad

for Memorial Weekend Netflix Player fun.

chrisgoodrich · Joined: 22 May 2008 Posts: 1

I sure hope the order I placed on Tuesday night isn't on the 10 day waitlist. This would make me very very sad. Sad

DaBrain888 · Joined: 20 May 2008 Posts: 150

rokulies · Joined: 23 May 2008 Posts: 4

Dabrain,
What was your invoice #? When did you get the e-mail saying it was shipped?

Thanks,

RokuLyndon · Joined: 07 Nov 2006 Posts: 2810

Heidi posted on this thread, http://forums.roku.com/viewtopic.php?t=16688&postdays=0&postorder=asc&start=15, that there was an intial delay in confirmation emails going out.
_________________
Lyndon
Roku Customer Care

san · Joined: 23 May 2008 Posts: 2

Is there any website where I can check status of the order?

I placed my order on Tuesday May 20th, I have still not received any email.

RokuLyndon · Joined: 07 Nov 2006 Posts: 2810

You can call customer service. There isn't a website to lookup your order.
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Lyndon
Roku Customer Care

rokulies · Joined: 23 May 2008 Posts: 4

Hopefully they will give you a definite answer. I still don't really know the status after talking to them.

RokuTim · Guest

I've just finished crunching the numbers on orders and incoming units and I can share a bit more information...

Orders placed before 2pm PT on Thursday, May 22 should be fulfilled this coming week. Orders placed between then and now should be fulfilled the week of June 2. While this may not be as satisfying as seeing the FedEx man at your door, I want to be as transparent as possible as I realize the lack of information is frustrating.

I'd like to personally apologize for any problems our shipment delays have caused -- it is certainly not how we intended to handle this. We're working with a new ecommerce system and payment gateway and it's been a learning experience for all of us.

Thanks for your patience and I hope you enjoy your Player when it arrives.

Tim Twerdahl
VP, Consumer Products

KlaasV · Joined: 09 Dec 2007 Posts: 67

RokuLyndon · Joined: 07 Nov 2006 Posts: 2810

Klaasv,

No, there's no way to not see the forum.
_________________
Lyndon
Roku Customer Care

myflyertrains · Joined: 24 May 2008 Posts: 29 Location: Florida

edjm · Joined: 22 May 2008 Posts: 5

I placed my order on 5/20 and received an email confirmation later that day saying it would ship in "the next day or two" and that I would receive a follow-up email with shipment notification. It's now five days later - I haven't received a follow-up, but I do see the charge posted to my credit card on 5/22. I called the Netflix support people via Roku's 888 number, they (1st level person and a manager) told me that Roku canceled my order for some unknown reason and all I can do is place a new order online "if I still want it" and hope Roku refunds the original charge.

Frustrating.

Point is... if you ordered on 5/20 and got an order confirmation saying yours would ship in 1-2 days but haven't received any follow up since, you may want to call and see if your order was mysteriously canceled by Roku as well.

The Netflix guys were nice, but just seemed to have no idea why Roku decided to cancel my order without telling me (or them), so I guess all I can do is place another order and wait and see what happens this time!