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Review 9/21/2010
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I bought a Roku HD-XR from Amazon almost 6 weeks before I tried using it. I knew I was going to be getting Internet at home, and for a limited time, I was able to purchase this at a little bit of a discount from Amazon, so I did. Last night I unpacked it, hooked it up, and found that the HDMI connection would not work. The composite connection works fine, and the HDMI connection for my TV is good because I checked it with my DVD player.
Since my Amazon 30 day return window expired, I contacted Roku's support, which at first was great, but then after being issued an RMA to return it, I asked how they would reimburse me for shipping it back to them. They told me they will not do that. I told them that yes they would do that. They refused.
Their lack of quality control is imposed on their customers!!! How dare they even think their customers have to pay more to get a properly working product (and as advertised). It should have worked properly from the beginning. They should have had quality control measures in place where they would have tested each and every unit to make sure they work before they package and sell them.
This should be against the law, and if anything like this happened to you as well, please contact me and let's file a class action lawsuit.
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Business's response - by Vincent T.on 9/28/2010
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All Roku products are tested and produced following strict manufacturing quality processes. They are warranted against defects for a period of 1 year against defects, per our Roku Warranty.
More details can be found here: http://support.roku.com/entries/215659-what-is-roku-s-product-warranty.
As part of the warranty process, the shipping costs are shared, with the customer responsible for returning the faulty unit to the Roku warehouse, and Roku shipping the replacement product to the customer at its expense.
This is true for all customers covered under the warranty period. Having said that, as a courtesy, we have reached out and provided a resolution to address customer's request.
Vincent T | customer.advocate@roku.com
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