Roku is a brand of digital media streaming devices and accessories. As one of the most popular streaming device brands in the world, it isn't surprising that Roku gets a lot of customer service calls each and every day.
People contact Roku customer support for a range of reasons, including:
There are ways to improve your calls to Roku customer service and help ensure that your issue is resolved quickly and professionally:
Roku has a mixed reputation for customer service. While many people are quite pleased with the quality of their Roku products, when things do go wrong, it can be difficult getting in contact with a Roku representative. Dropped calls and long wait times are two issues that come up in discussions about Roku customer service.
There are also reports that Roku is unresponsive to complaints from customers who feel that they have been inappropriately charged for specific premium services. This can
Roku customer service representatives are able to handle many customer service inquiries, including helping you to troubleshoot a device, researching credit card charges and answering questions about subscriptions to specific streaming services.
If you have a malfunctioning device, a Roku customer service representative may be able to help you make basic fixes, but some issues need the attention of a professional repair person. You may have to return your Roku device to the store where you bought it or bring it to an authorized repair center.
Roku works with your existing Internet service or data plan. If a customer service representative determines that the problems that you are having are related to your Internet, Wi-Fi or data connection, you will have to work with your provider to rectify your situation.
Similarly, many Roku devices and accessories are designed to work with third-party products, such as TVs, computers, and mobile devices. In some cases, there may be an incompatibility between your Roku device or service and the equipment that you are trying to use it with. In these cases, a customer service representative for Roku may be able to suggest a fix or work-around, but ultimately has no control over how another company's products perform.
If you get off the phone with Roku feeling as if your call didn't go well and your issue was not resolved, don't give up. You still have options for getting Roku to answer your questions or address your concerns.
First, review the notes that you took during your call. If you weren't able to take notes, write down or type out what you remember about your conversation with Roku's customer service team. This information can be useful if you need to escalate your case.
Next, call Roku back. Customer service agents have different levels of training and experience and the next person you speak to may be better equipped to understand your concern and provide you with a resolution.
If a second call to Roku doesn't go well, try getting in touch another way. Roku offers live chat and email support and also responds to inquiries through its social media platforms.
Roku also operates a community forum where users of Roku's products and services try to help each other solve Roku issues. Many consumers state that they've received quality advice in this forum.