Doom-It's not about 'good customer service', it's about reasonableness. An RMA process that takes 2 days is reasonable (Roku should be allowed time to receive, inspect, test, and respond, and we know they are a relatively small company-not an Amazon). Shipping out 2-day after RMA approval is reasonable (a balance of speed and cost..overnight eats the entire margin on this $100 box). I've had MUCH longer turnaround times from very good companies, while I would still consider them having performed 'good customer service'. I feel for Chad, and empathize with his frustration, but things happen, and an occasional bad unit gets shipped...Roku's response isn't what Chad wants, but I don't think it's unreasonable, despite the additional $20 loss on his order.
Well that is debatable. To some, good customer service is quick turn around times, to others its fast turn around times. For me, I understand where he is coming from. I also understand reasonable but for some the two are not compatible. When I mentioned mushkin before, my dealing with them were outstanding. I ordered some 2-2-2 memory but when trying to run it in 2-2-2 mode the system would randomly lock up. If I raised it to 2-3-3 it worked fine. I called tech support and explained to them what it was doing and they said yep, bad memory. They will ship me out some new memory and I am to return the old. I was happy, no fuss no muss. The NEXT day I received the new memory. Swapped it out and it worked fine. Shipped the old one back and have never looked anywhere else for memory, They are my one stop shop when it comes to memory. That is why I say all companies should base their model from them.
I do however understand that some smaller companies can not absorb certain costs like that if they are working with a very fine margin and I am not as quick to just say give me my money back. For some others, they live by mushkins type of service and if they cant get it, they will go elsewhere so I can see both sides, but to tell someone to "grow up" because they didnt like the customer service they received is not nice and not needed anywhere.
Just to give you another example of what I feel is good customer service. I also fly RC planes and I am still an amateur in the field. I ordered my first balsa kit from a company called mountain models, they are a small company that really tries to please its folks with the models they create. Anyway, I got it and built it (a lot of building mistakes in the process) and on my first flight with it, it crashed. It was complete builders error. I had flown it for about half an hour when on one of my takeoffs as soon as it got into the air, the control horn popped out of the rudder and it did a nose dive into the ground. Destroyed the model. I got home, placed an order for another kit. Afterwards I realized I was missing another part so I called them to see if I could get it added to the order. In talking with the owners wife, I mentioned that one of the hardest parts of building my plane was bending the landing gear correctly. When I got my kit in, I noticed that they went ahead and pre-bent the landing gear for me. Now you tell me how many companies will take the time for that kind of service. They didnt have to do that, I had already paid for the model but they decided hey why not take the extra few minutes and help this guy out. And you know what, it made a loyal customer out of me. I buy stuff from them all the time even if it is a tad more expensive then other places because they care about their customers. So, 2 days to rma something may be fine in many peoples eyes, but its not for everyone.
Sadly my dealings with playing MMORPGS over the last many years has brought my expectations down when it comes to customer service and when I see companies like mushkin and mountain models, it just amazes me at how some companies are still willing to do what it takes to make their customers happy, while others are not as willing to do the same.
As for my roku box, I love it, plain and simple. Do I feel I was short changed on my $20 fast delivery, yep I do but because of how nice the system is in general, I overlook the loss of $20 this time. But that doesn't make me feel like I am going to be a loyal customer that would be willing to go to roku first on the next advances of video streaming.