Complaint / review text:
Whatever you do, do not purchase a Roku directly through Roku. Our Roku unit completely stopped working prior after having it for only 2 1/2 months. We phoned Roku to report the problem and they said that they would mail out a free replacement if we mail our defective unit back. After paying for shipping and shipping our defective unit back, we never received the free replacement. When I look up our tracking number it says "Package delivered, " but Roku claims to have never received the package and is refusing to ship our free replacement. Their Customer Support is god awful. I initially reported our defective Roku unit via chat, after never receiving our replacement unit I phoned the company. None of their Customer Support agents speak good English. They were all Indian speaking, and spoke very quickly. They asked me to read my Tracking # to them and I had to read the tracking # to the agent at least eight times before they understood. It was extremely frustrating. When I asked to be transferred to a different representative, one who spoke better English, the agent hung up. I called back and spoke with a different agent that was not any better, who said they were checking on the status of my situation, and the line was literally dead silent for 15 minutes, and I had no idea what was going on. Then, I tried to chat with Roku support again, and was told to calm down via chat and the agent disconnected from chat. Worst customer service ever! Save yourself the headache, and DON'T BUY A ROKU! This company is a scam and should seriously be shut down.