Multi Room Music Systems

5 Responses to “Roku HD-XR Player”

1. W. Anonsen, on November 30th, 2009 at 11:03 pm Said:

   I have found that some of the USPS tracking numbers you give are not found on the USPS site until almost the delevery day. I checked the FEDEX site and they are tracking the number from seller to local post office.
   
   then when I track the number at USPS they have the data to track it from the local post office to me.
   
   So I think you should tell the customer that the USPS tracking is also a Fedex number for tracking. I know this may only be in my area. Interesting NO???
   Rating: 5 / 5

2. Georgie, on December 1st, 2009 at 1:09 am Said:

   I purchased this Video Player direct from Roku. It took almost two weeks to reach me. I tried to set up this player according to the instructions that were included.
   
   My wireless router is a Belkin “N” series router and is one of the routers recommended by Roku. I spent the better part of a day on the phone with Roku’s “support Engineers” trying to get a connection between the router and the player. After five or six hours on the phone with Roku support they finally determined that the Roku device was not powerful enough to pick up the signal from my router (which is in my basement)to the player that was in my living room on the floor above (less than eight feet away)
   
   Roku recommended that I return the player and up-grade to a more powerful player ( which I did not know existed or I would have ordered it to begin with)
   
   So I reboxed the player and shipped it off to Roku (at my expense).That was over four weeks ago and I just today received the credit back to my bank card. I called Roku several times regarding the status of my refund. I was put on hold several times while the “Support Engineer” checked on the status of my refund. A couple of times the “Support Engineer” did not come back on the line ( I was just disconnected)
   
   Each time I managed to talk with a “Support Engineer” I was assured that the credit to my bank card would be issued in a day or two. Roku claims that they will refund your money within ten days of receiving the player.
   
   Roku’s customer support is extremely poor so if you have technical problems with your player or need to return it to Roku don’t expect much help you can understand or a prompt refund of your purchase price should you need to return the device.
   
   In short I will not deal with Roku again. I had almost given up hope of ever seeing my refund.

   Rating: 1 / 5

3. K. Naide, on December 1st, 2009 at 1:30 am Said:

   Before purchasing, we called both our Internet provider and Roku, and were told that our current router would allow the XR box to work properly in our house. We got the Roku box, set it up, and of course, we couldn’t use the Roku box in any other rooms in the house. So the extra $30 was a waste of money.

   We had it for a few days and realized, quite quickly, that Netflix’s selection of movies that can be instantly downloaded (using the Roku box) is pretty poor. Don’t get me wrong, there are some really good movies. But if you’re looking for new releases, forget it and the number is very limited. There’s a ton of obscure movies that you’ve never heard of and don’t want to see. Also, we figured out that you can download these movies to your laptop, and then plug it into the TV and achieve the exact same goal as you did with the Roku box. And all you have to pay for is the Netflix membership and a cord.

   So we tried to return it. I have been dealing with Roku customer nonservice for TWO WEEKS now, and I still was no closer to returning the box that I was on day one. I emailed them and said I wanted to return it. Two days later, I get a message saying, “somebody will contact you in the next 2 days.” 5 days later, I was still waiting, so I called and waited for 20 minutes on hold. They asked for the serial number on the box… something I didn’t have since I made the call from work. I then emailed it to them. Another few days go by and now they say without my purchase number, they can’t let me continue the return process. So I have now sent several emails giving them all the info they need, and it’s been 2 weeks and I still didn’t have the so-called “free shipping” label I have been waiting to receive.

   I finally called tonight, gave them my serial number, and the guy puts me on hold to “look me up.” I’m on hold long enough to brush my teeth. He then comes back on the line to give me a return authorization #, and says I’ll get a prepaid shipping label emailed to me in another 2-3 days. So yes, if you want to return the box, expect it to take about 2.5 weeks to get this resolved.

   If you buy this box, don’t waste money on the XR model, and definitely get it through Amazon, whose return procedures are a dream, comparatively. But overall, I recommend just investing in a cord so you can plug your computer into the TV. No need to spend this much money on a box to get old or mediocre movies.
   Rating: 2 / 5

4. S. M. Hersey, on December 1st, 2009 at 3:13 am Said:

   As other reviewers have noted, Roku appears to take their time sending you their product–although they were not sluggish at all in charging my credit card for the purchase! I never received my order after three weeks of waiting. I began to notice problems with my order when review of my FedEx tracking number revealed that my shipment was in East-nowhere Wisconsin for close to a week and a half. I called Roku customer service (obviously an overseas branch) and was given the run around. Customer service said they would investigate and get back to me with an email; this never happened. A week after that first call to customer service, I tried again and got the same response. Although I voiced my unhappiness with the situation, Roku did not seem to care, sticking to the story that they would need to investigate and get back to me. Directly after this call, I called Amazon customer service. I have to give Amazon credit here: they had me a refund of my money by the end of the day (though I still need to see this hit my credit card). Still, it says a lot to me as a customer that Roku so quickly refunded my money, without any effort to fix the problem or retain me as a customer. I will not be doing business with Roku in the future, which is sad because I was looking forward to trying out their device. Oh well! I ‘ll have to look for an alternative.
   Rating: 1 / 5

5. Ann & John, on December 1st, 2009 at 5:57 am Said:

   I placed the order on October 31. The unit arrived on November 14. Shipping to Maryland took two weeks!

   I have a LinkSys WRT150N (B/G/N) wireless router that works great with various wireless laptops and a wireless xbox. The Roku XR would not connect.

   The Roku help desk technician walked me through numerous adjustments to my router in an attempt to work around Roku problems. In total we spent nearly two hours and finally concluded that the Roku XR would only work if my router’s network mode was set to “B-G Mixed” rather than “Mixed.” The absurdity of this is that the Roku XR is specifically designed to take advantage of extended range Wireless-N, and for this feature costs more than the Roku HD model. The technician was very patient and professional, yet she did not seem to understand my dismay with the idea that I should down-grade my wireless network mode to exclude a feature that the Roku XR is specifically designed to support!

   After taking so much time searching for a work-around for the Roku XR, I would expect Roku customer support to offer to (quickly!) replace the unit with the HD model and refund the difference. All I got is a return authorization number and an address to send it to at my expense.
   
   Rating: 1 / 5

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