posted this on September 29, 2011 11:38
RokuCare Support Services - Terms and Conditions
Acceptance of Use
RokuCare is an optional support channel. By contacting Roku for services under a RokuCare support plan, you agree to the terms and conditions below which define the scope and delivery of services under the applicable plan.
Description of RokuCare Support Services
RokuCare support services provide installation and troubleshooting support for the configuration of Roku players in a "typical" home environment. A "typical" environment is where the Roku player is placed into a wired or wireless network, and connected to the Internet via an Internet Service Provider service. RokuCare offers these service options:
Support services are delivered by phone, on line chat and/or email. Roku will use reasonable efforts to respond to a Support Incident within the response times defined for the support channel, but do not guarantee that a response will be provided within a specific time period. Response times and hours of Availability are described on the RokuCare page which can be found at roku.com/rokucare.
RokuCare support service plans are available for all current and certain specified previous generations of Roku player models (for covered players see the "Player Models" heading below). Per-Incident support is available to all customers, regardless of the product warranty status. The RokuCare 2-Year Extended Warranty must be purchased during the player’s original 90-day product warranty period.
Scope of Service
RokuCare support plans are provided on a per-incident or as a two year extended warranty, covering either a single support incident or multiple support incidents over a period of 2 years. A single incident is defined as one (1) distinct problem that can be isolated to a single root cause. Roku will make all reasonable efforts to resolve any and all support incidents, however does not guarantee that the problem will be resolved.
Generally, a support incident is considered resolved when one of the following is provided:
- Information that resolves the problem
- Information that identifies the resolution as a feature that is only available on a newer version of the product
- Information that the problem has been identified as a customer-owned hardware issue
- Information that the problem is related to a compatibility or functional issue with 3rd party equipment over which Roku has no control
Roku does not warrant that a Support Incident can be resolved or that any resolution provided will be free of errors, but we will use reasonable efforts to deliver support services under the Service Plan.
Remedy and Limitation of Liability
Roku's sole liability for any damage incurred by the use of RokuCare Support services shall be limited to the actual amount paid by you for the Service Plan. Under no circumstance shall Roku or its employees be held liable for any direct, indirect or consequential damages resulting from the use of the service.
Per-Incident service is NON-REFUNDABLE, except where Roku fails to provide a resolution as defined in the Scope of Service. RokuCare 2-Year Extended Warranty customers can terminate the service within the first 5 business days of purchasing the service plan. A maximum of 50% of the service plan cost will be refunded, if the service has only resulted in a single incident report. Refunds will be returned to the same credit card account used to purchase the service plan.
Current and past Roku player models for which these Service Plans can be purchased include: N1050, N1000, N1100, N1101, 2000C, 2050X, 2100X, 3000X, 3050X, 3100X, 2400X, 2500X. These model numbers can be found on the product label on either the back or bottom of the player.