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Lack of response to opened support tickets

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Baystatepol
Posts: 12
Joined: Sun Jan 14, 2007 10:15 pm

Lack of response to opened support tickets

Sun Nov 15, 2009 6:31 pm

I must have sent six or so opened support tickets since July. Each one gives me the reply that they'll respond within 48 hours. Yet I never get a reply. I even emailed RokuLyndon asking him to help find out why I am not getting a response. I always have had good help from RokuLyndon in the past but this time I am getting nothing. See also the forum discussion entitled "Are you still in business?" There are no phone lines available to talk directly to anybody at Roku except in India if you're calling to buy a Roku product through the sales department. :cry:
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BryanBear
Posts: 8
Joined: Mon Nov 16, 2009 5:01 pm

Mon Nov 16, 2009 9:19 pm

This is the same problem I had. Filled out the form. Told I would be contacted within 48 hrs and nothing happened. I did this multiple times over a two week period. Not to mention the multiple times I waited on hold until I could no longer do so.
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alanmc
Posts: 1391
Joined: Mon Jun 11, 2007 10:40 am
Location: Bedfordshire - U.K.

Tue Nov 17, 2009 2:25 am

[b]In view of the CRAP “Customer Supportâ€
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sfguy
Posts: 2
Joined: Wed Jan 20, 2010 3:49 pm

Thu Jan 21, 2010 1:07 pm

[quote="alanmc"][b]In view of the CRAP “Customer Supportâ€
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CECat
Posts: 4
Joined: Mon Jul 20, 2009 9:29 pm

Wed Jan 27, 2010 10:15 pm

I'm in the same boat, although I've been waiting for my RMA since December (requested in November). I've started emailing weekly, but no replies yet. Have you had any luck yet, or has anyone seen any sign of RokuLyndon since the first of the year?
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jjaf
Posts: 709
Joined: Thu Sep 18, 2008 5:49 am
Location: Epping Forest (bordering London), UK

Thu Jan 28, 2010 3:45 am

See http://forums.rokulabs.com/viewtopic.php?t=25579

Maybe RokuJamesL is also now dealing with Soundbridge RMAs, try sending him a PM.
R1000, M400, M1001
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rajt
Posts: 49
Joined: Sun Nov 05, 2006 11:35 am

Tue Feb 16, 2010 10:02 am

I have also PM'ed the above regards a 2nd PSU fault.....but no response still...
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Keith2010
Posts: 1
Joined: Thu Feb 18, 2010 2:05 pm

Re: Lack of response to opened support tickets

Thu Feb 18, 2010 2:25 pm

Hi, At least you guys got your soundbridge. I ordered mine online on 4th Dec 09 to be sent to a friend staying in hotel in NYC, it did not arrive on time and friend flew home (Ireland), Hotel returned package to Roku and I cannot contact anyone in Roku to get a tracking number or status of my order to ship it on to Ireland. Ive been emailing and ringing for months. Maybe I shouldnt have ordered it in the first place... after reading some of the threads on this forum.

If there is anyone out there who can find out anything about my order, I would greatly appreciate it.

Thanks,
K
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rajt
Posts: 49
Joined: Sun Nov 05, 2006 11:35 am

Re: Lack of response to opened support tickets

Fri Feb 19, 2010 4:17 am

I think it's disgusting the way we are being treated.

We need to get some legal advise (Citizens Advice Bureau, Trading Standards etc) and take this forward.
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Hewlet
Posts: 1
Joined: Tue Oct 11, 2011 1:46 am

Re: Lack of response to opened support tickets

Tue Oct 11, 2011 1:58 am

rajt wrote:
I think it's disgusting the way we are being treated.

We need to get some legal advise (Citizens Advice Bureau, Trading Standards etc) and take this forward.

I hate the way we are treated as well. Have been waiting for the response since June. but, actually, when it comes to some measures, they always stumble at certain circumstances.
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