Your Digital Media Has Never Looked So Good

 
RackDaddy
Topic Author
Posts: 2
Joined: Wed Jan 19, 2011 7:52 am

Awaiting Replacement Box

Wed Jan 19, 2011 8:01 am

My Roku died a few months ago.. The box completely turned off. The only sign of life comes from a flashing light in the upper right corner. I had to make multiple calls to tech support to help "diagnosis" the problem.

RELATED RANT: I hate scripted tech support. If question 7 is "Sir, did you try another AV cable?" and I answer it with "Yes, I tried another cable and even tried using the new cable on a different TV", please don't ask me question 8 if it's "Sir, did you try another TV?"

I was finally issued an RMA. The tech told me a new box would be sent. However, a few weeks later -- nothing. Are they waiting for me to return the old one? Hopefully not because a) they didn't provide an address to which to return it and b) I don't feel compelled paying shipping for a defective unit. I figured they'd send a new box with a prepaid label, but maybe not.

Sorry about the complaint. Tech support isn't open yet, so I feel like I had to vent elsewhere.
 
RackDaddy
Topic Author
Posts: 2
Joined: Wed Jan 19, 2011 7:52 am

Re: Awaiting Replacement Box

Thu Jan 20, 2011 12:35 pm

As I had feared, Roku did NOT send the replacement box because they are awaiting the defective unit -- fair enough. Unfortunately, they're also making me responsible for paying for the shipping to return it to them.

Am I being unreasonable to expect them to pay for the shipping? I clearly purchased a defective unit that is covered under the warranty. They acknowledge this because they are sending a new box for free. Granted, shipping will probably run me $8-10, it's principle.

Who is online

Users browsing this forum: No registered users and 1 guest