I purchased a Roku XDS about 15 months ago, and within the first 7 months of owning it, it began to fail. After countless calls and support chats, it was determined it needed to be replaced. After much aggravation, I received a factory sealed refurbished unit from Roku Care which when set up resolved the issue I was having. A couple of months later I purchased the Roku Care extended warranty program to ensure that were the replacement player to have issues, I would be covered.
Well as time went on, and soon after the software update, the replacement started failing too. So once again, countless chats and calls resulted in the same outcome which was that the player needed to be replaced. Just ONE BIG problem! Roku stopped manufacturing the XDS and shipped me a Roku XS, which in their eyes is an upgrade. The problem I have is that my $2000 Marantz home theater receiver does NOT have HDMI pass through, so the XS will not work and was shipped back leaving me high and dry.
After weeks upon weeks of waiting, I receive a nondescript box sent from an individual today. Inside is a bunch of Styrofoam pebble and a Roku XDS player of some sort thrown in, no box for it, cable, nor anything but a remote that does NOT normally come with a Roku XDS. In my estimation it is a unit that was laying around somewhere that has not been refurbished but sent to me just to shut me up.
As we all know an EXTENDED warranty upholds the SAME provisions as the original warranty. And that's to say that if a unit is defective it gets replaced with a new or factory refurbished unit in a factory SEALED box with all cable, etc. much like the replacement of the original device.
Furthermore, calls to Roku Care are ridiculous where they cannot find records, put you on hold for over 15-20 min and when you finally hang up, nobody bothers to call you to see how they can help. Roku obviously does not understand the meaning of the "Care" element in Roku Care.
So the question remains: Why does a device manufacturer accept payment for an extended warranty when they have no way of replacing a defective device????
The worst company I have EVER dealt with, bar none. These guys make Microsoft and other big companies look like a walk in the park. UGH!
Roku 3 - Power User (film maker)
Mill Valley, CA