I believe that Matt's post was spot-on and I do heartily agree that people, with a warrantied radio failure, have reason to be upset. However, Matt raised several valuable points to keep in mind.
I am one with one of the infamous bad power supplies after a year. It came at a bad time of the year, just before these past holidays ... and I wanted my Roku SoundBridge to work and I wanted it NOW. I did, what I feel, was the right thing to do. Contacted Roku, filled out the dialogue form, carefully watched the email for two days, thanked customer service and tech support for their help, packed the radio in original packing and shipped it back with an RMA. I paid for the shipping and got great response.
In a week, I got a replacement radio. No, it doesn't have a "warranty" sticker on the bottom. But it did have the new firmware update, so, I know it wasn't that old. I just wrote back and got confirmation that the radio is under a brand new warranty. I've kept the response and am, still, a happy camper. All that can happen is if this radio fails, I send it back and get it fixed within a year and it will replaced. That simple. If out of warranty, I'll pay to have it fixed. I love this radio.
The thing that Matt raised, though, that makes this really worthwhile is this. After years of tossing out failed alarm clock radios by "discount" manufacturers...having to buy a new one, Roku has taken time to update firmware to do new and interesting things. No, it has no tone or equalizer controls (yet) ... but it wasn't meant to have one, except through very early posts here of people requesting new features.
Roku has, at least, heard us. Time gone by? Sure it has. But you can't adjust the tone on a Bose either, so, I got used to my Roku and it sounds just fine. The idea of the piece of foam, in fact, came in hand to mute the bass a little. But maybe tone / eq will come ... but it's not a part of the price to have it do so, in my opinion. It's an added bonus to being part of the growing legion of Roku fans. The company doesn't need to do so.
Now, if it comes out with another "version" of the radio without a chance to a firmware update for older units, I might raise an eyebrow, but if I want tone / eq ... I'll break down and pay more for another radio.
Same with Real Audio. So few stations use Real, that the licensing alone is a nightmare, I'm sure, at least here in the US. I, too, would like to hear all BBC stations and many Australians, too ... but Roku can't, at least now. (I believe you can with Reciva's chipset.) With 7500 stations, I'm not inconvenienced much by not having Real. But I see the point to those many friends of the BBC. The fact that Roku offers regular firmware updates is, however, commendable ... you don't get that from Sony, Panasonic, AE, Sangean, etc.
The Roku is an amazing radio and technology. I think we should encourage the development team, rather than demand of them. I value every update ... and believe that Roku is doing its best to stay ahead of the onslaught of competition just now coming over the horizon. And Roku believes best to keep up to date for obvious reasons.
I've long tossed a couple of wifi radios ... a hand-held and a portable ... because they didn't work or, certainly, not near as well as the Roku. And there was NO support. Roku is the best at taking care of its customers.
Let's be patient and, most of all, enjoy what we have ... and follow the procedure to seek a warrantied replacement when necessary. The Roku team is first-rate in helping customers. We are blessed for that in this day and age. Keep the faith. This is a great and growing product gone far, with attentive service after much publicized difficulties.
I commend the Roku Team.
Paso Robles, CA
"Thanks for taking my call ..."