dbin78 wrote:They told me (http://goo.gl/8HEcP) "It is just to fix some issue like buffering while playing a movie, or kick back issue with some channels. And features like, screen saver upgrade, display."
The most annoying part was the non comprehension and quick to answer based on a keyword attitude. It ended up taking 26 minutes and multiple iterations of the same question to pry a little bit of information out of them and no resolution for the future. The first reply should have been "Dain, the update primarily fixed an issue with buffering and had a screen saver upgrade. We do not publish release notes, but will pass the request on to my manager." That would have resolved everything in about two minutes!
knuckle wrote:I guess every update is like that tho---we ask why but the answer is always to make roku better,stronger and faster (the six million dollar answer) I doubt we will ever get " well the roku was just performing too well so we thought we might break a few things to keep the playing field level for the other streamer makers out there"
In response to your post:
I know you don't have much control over the structure of customer support but as someone that spent about ten years of my career in customer support roles I can safely say Roku's level one support is broken. I remember when I called them asking technical questions prior to purchasing my first unit I received scripted answers that didn't really fit the questions I was asking. After about an hour on the phone I left the call feeling frustrated. Half on faith and half on my daughters word I bought my first Roku. Fortunately Roku turned out to be a whole lot better than I expected and I found this forum. I actually feel sorry for people that do not get past level one support or don't find this forum. I am certain in the name of closing out cases quite a few customers are left with unresolved issues that result in the player being tossed in the corner and never used again or result in unnecessary returns. And even worse customers are left with a sour taste in their mouths, resulting in ill will towards Roku. It's unfortunate, because this is a really good product.
Buckeye911 wrote:It's not always bad. I have a couple of Roku boxes from previous generations but last week I got a new 2XS. The remote control wouldn't work and wouldn't pair manually so I contacted customer support and had an excellent experience. I waited less than two minutes and received courteous and professional support from Cherry.