I am not getting a response to my support case, what can I do?
posted this on August 21, 2010 17:19
We want to ensure that you get the help you need. We are available by voice, chat or Web submission methods. If you have a case opened and feel that you are not getting the support you need, here's what you can do:
If you have not heard back from us for Web submitted cases:
Check your email spam filters. When receiving mail from a new or unrecognized sender, messages from Roku may get filtered into your spam folder. Check to ensure that Roku Support responses have not ended up there.
Thanks for your patience. We try to respond to all web submitted requests within 48 hours. For more urgent questions, try our chat service during normal business hours.
For any case where you want to provide additional feedback:
Customer Advocate - we want to hear from you regarding your Support experience. That's why every case closure is followed by an after-case survey. Please tell us what you think. For anything more, please write to email@example.com.