When we purchase a product from a copy, we, the consumer, make an investment in that company. Reading some of the complaints, I am concerned if my past investments were intelligent or not and wonder if I should no longer advise my friends to purchase from Roku.
From ANY company I purchase from, I expect:
1) to be able to talk to a real person through their consumer services phone number. As of date, I am unable to do so with Roku.
2) to be able to email a customer support issue and get an answer with the promissed time frame. CASE ID #57537
3) That when I email one of your contacts directly, I get at least a courtesy email back. firstname.lastname@example.org. If he/she is out sick, someone needs to back her up.
First, I want you to know I just love your products and I have never had a problem until now, but what make a company a better company is how they react when their consumers have a problem, when their products no longer work.
Currently, I feel you are all SALES and NO SUPPORT. My R1000 no longer works. So, WHERE can I get it repaired? - can I mail it to you and you repair it? - do you have a list of approved technicians throughout the country, etc...
This service/information is also what I pay for when I purchase one of your products.
Soundbridge will disapper both as a product and a service if this keeps going on because one day, a competitor will see your marketing weakness and will deliver a good product WITH support and repair channels... and I dont want to see that happen, again, because I love your products (I have bought 5 soundbridges so far - given some as gifts - kept a few)
When I think about Roku, I would like to think: outstanding customer support - their products are well worth the price because company stands behind their product - etc..
So, Roku, how can we help you acheive this.