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New Member
Posts: 2
Registered: ‎08-11-2017

Exchange Defective Roku

I purchased a Roku Premier+ box a few months ago and have been experiencing problems with it.  I would like to make a warranty exchange and I understand that I am outside the 15 day Best Buy return window but when I go to Roku's website, they state that they only accept warranty returns for puchases made directly from them and that all other warranty claims must go through the original retailer.  I have looked for a way to contact Roku directly but there are no phone numbers or email addresses on the website that I can find.  So does this mean that I cannot get a replacement for my defective Roku?

Posts: 3,856
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Registered: ‎07-27-2015

Re: Exchange Defective Roku

Hi marcsakamoto1 –

 

Welcome to the forums and thanks for posting! I’m sorry to hear your Roku is misbehaving, and will be happy to advise you on your best course of action for getting its issues addressed.

 

We have partnerships with many of our vendor and manufacturer partners for dealing with defective products that are still within the manufacturer warranty, and in many cases we are able to provide repair or replacement support. As a result I recommend heading into your local store with your Roku and receipt if you have it (don’t worry if you don’t, our associates should be able to retrieve a copy for you), and have them see if we can provide a replacement under warranty. If we cannot, specific contact instructions for Roku should be provided to you. Let us know if you have any other questions.

 

Regards,

Michael|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎08-11-2017

Re: Exchange Defective Roku

Dear Michael:  I already went to my local Best Buy (where I had purchased it) and was told by your customer support person that the Best Buy 15 day limit applied to Roku and I had to return it directly to them.  He directed to the Roku website for return instructions.  Which brings me to where we are now. . . 

Posts: 3,856
Topics: 52
Kudos: 316
Blog Posts: 11
Solutions: 287
Registered: ‎07-27-2015

Re: Exchange Defective Roku

Hi marcsakamoto1 –

 

That’s concerning to hear, it sounds like the associate didn’t attempt to process a manufacturer exchange for a defective product at the register like they should have. I apologize, but your best course of action here is to return to the store to have them try and return the Roku as defective. If needed you should request the assistance of a manager, who should be able to have this processed correctly.

 

Regards,

Michael|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 1
Registered: ‎09-28-2017

Re: Exchange Defective Roku

I am having the same issue. I went to the store and called the 800#. No help. If I purchase a new one it will be directly from Roku. Too much hassle to get help from Best Buy.