Complaint / review text:
I had a nightmare experience replacing a defective unit. Roku seems to think that it's okay to ship used unnits as replacements, instead of shipping new units. The first unit I received had a faulty remote. The CSR sent out a replacement, but when I received it, it wasn't in a new box, which prompted a call back. I found out that it was a "B" unit, which means it was refurbished. Furious, I asked for a NEW replacement, not a used one, to which the rep replied with apologies and promised to send a new unit. The next unit came, and was STILL a "B" unit! After several calls back to customer support, I realized I would get nowhere by going this route. Finally, I contacted the CEO and anyone else I could find higher up in the food chain. I got a call from the Director of Operations for North America, and he agreed to send me a brand-new replacement unit. He also informed me that Roku had the right to send a refurbished unit as a replacement, but wanted to make the situation right, which I found admirable. He sent a new unit via Fedex Overnight, along with pre-paid FedEx shipping labels for the other two "B" units, which I sent back as soon as I received the new unit. I am now a happy customer.