I love Roku. I have been a purchaser, gifter, recommender. You might call me an unpaid evangelist for the danged things. And now, I am more than a bit embarrassed by them.
I have had a Roku for years. We loved it so much, two Christmases ago, we gave one to my parents. Last Christmas, I gave one to my sister. Last fall we retired the original Roku to the downstairs TV and picked up a new XDS to go with the HD TV we finally got around to buying.
I know of at least a handful of Rokus that other people have purchased, because I told them how amazing and wonderful it is.
The year I bought one for my parents, there were floods in California and shipping was delayed and lost and the one i ordered was never going to make it in time for the holiday. I called their support line and they worked with me to make sure that a box arrived at my parents house in time, even special overnight shipping it.
So much can change in 18 months.
One of the people who bought one on my recommendation is a friend. They bought theirs on Dec 1, 2010. The remote died in March. ( ??!!). They have been fighting with customer support ever since to try to get a replacement.
First they sent an email and got this response:
Please note that the below has been entered:
Dear XXXXXXXXXX ,
Thank you for contacting Roku Customer Service. My Name is Karthick and I will be helping you with your query.
From your e-mail I understand that your Roku remote is defective and it might need a replacement.
The best way to handle your request is with a quick phone call to our call center.
Roku does not process RMA or return requests by email.
Roku Customer Support can be reached at 888-600-7658 (Roku) Monday to Saturday, 8:00 AM to 8:00 PM PST.
A knowledgeable Roku support agent will gladly provide assistance..
Thank you for providing us with an opportunity to assist you and thank you for choosing Roku.
Roku Customer Service