The Roku I bought didn't have a mac address set...

A Roku customer review by GetHuman user ~JohnHill from November 25th, 2017

Background on ~JohnHill's case

GetHuman: ~JohnHill - can you tell our other Roku customers when your case took place?
~JohnHill: Yup. It was evening, on November 22nd.
GetHuman: Did you reach out to Roku, and if so, how?
~JohnHill: I used the 816-272-8106 number I found for on the GetHuman Roku customer phone number page I was on: Roku Customer Service Phone Number
GetHuman: And which of these common Roku customer issues best describes the reason you wanted to talk to them?
(Shows ~JohnHill a list of common Roku problems)
~JohnHill: "Device Support" was why I was trying to call.

~JohnHill's review of Roku customer service

GetHuman: So how would you sum up your experience for GetHuman's Roku customer community? We'll censor any IDs, numbers, or codes and any inappropriate words here out of respect to the millions of other customers using this resource.
~JohnHill: The Roku I bought didn't have a mac address set up. They told me that they would have to replace the unit and sent me an RMA number. I had to pay for shipping and they received the broken one in a matter of * days. After they received it, I waited ** days after being assured that it would only take * to * business days for my product to get back to me after they received it. I called and they were less than helpful. The couldn't provide any reason as to why they hadn't shipped out the replacement and, since it was supposed to be a Christmas gift, I told them I needed it before Christmas. They reassured me that it would be to my house in * days. I still did not get it. It is now Christmas as I am typing this and I am on hold with them while they figure out why they I haven't received it. *The resolution was that it would arrive the day after Christmas. ROKU customer service is the absolute worst customer service I have ever had the displeasure of waiting on hold over ** minutes
GetHuman: Let's quantify your experience contacting Roku. On a scale of 1 to 5, how easy is it go get help on a Roku problem?
~JohnHill: I'd give them a two out of five for ease of finding your way to help.
GetHuman: What about quality of communication. How would you rate that on a 1 to 5 scale?
~JohnHill: I'd give them a one out of five on communication.
GetHuman: And what about Roku's ability to quickly and effectively address your problem?
~JohnHill: For that I would say two out of five.
GetHuman: And finally- any advice for other Roku customers?
~JohnHill: Call them early in the day or late. Don't forget any personal or account information you might need for Roku to know who you are.
GetHuman: Well there you have it. Some useful feedback and words from ~JohnHill taken from his Roku customer service problem that occurred on November 22nd, 2017.


1.57 of 5 stars | 156 reviews

~JohnHill's Roku Review

Difficulty of finding help
2 out of 5 stars
Quality of communication
1 out of 5 stars
Timeliness and professionalism
2 out of 5 stars
Overall customer service rating
2 out of 5 stars

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