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Roku customer service complaints <br /> 1 out of 261 <br /> <br /> <br /> Do NOT buy ROKU devices! I purchased mine a month ago, it is still under warranty and it has been repeatedly malfunctioning. I have spent countless hours with customer service and their process of returns is abysmal. <br /> <br /> They expect (even under warranty) that the consumer/customer spends over $15 to ship device to ROKU headquarters, prior to replacement. once they receive device they supposedly send a new one? But the same exact model with no upgrades to software ( and this is what the issue is! the software for Roku has not been updated in over a year and this issue is very common! (this is what the supervisor told me) <br /> Alternatively, they offer to email shipping label ( at cost of customer to print label and purchase package in addition to cost of travel to closest fedex (for me is 20miles+) <br /> Those are the ONLY options, and again this is under warranty! The proper procedure under BBB practices is to 1. file warranty paperwork and replacement 2. Ship replacement device 3. discontinue use of current device once the replacement is received by customer<br /> None of those steps should be at the customers expense! <br /> I asked to please ship me a postage paid envelope to ship the device; their response: no. <br /> I asked they ship a replacement device prior to me sending the broken one, they responded :NO<br /> <br /> It is very clear that they are in the business of sales not actually developing technology. <br /> The failure to update software for over a year that consumers are still complaining about is poor customer service but more importantly poor business from a technological stand point. If a device is still under warranty and ROKu refuses to: 1.) update software 2.) replace device without costumer accruing additional hardships 3.) adjust their policies regarding warranty returns<br /> then they are liable under poor business practices and misrepresentation. As a consumer, I expect a newly purchased tech device to, at the very least, be able to update software to function properly. It is a WiFi streamer that doesn't stream with a WiFi connection! The customer service rep also commented that he was the supervisor and that it is not a cable internet provider issue..... but it also is Not a Roku issue..<br /> Plain and Simple: It is a Roku Bad Business Practice issue!<br /> and and issue with Roku misrepresentation of product <br /> in addition to a violation of warranty contracts. All of which are legally binding contracts upheld in court of law= class action lawsuit<br /> lala 2/19/15 12:09PM


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