ROKU INC sells a device that connects to both tv and computer by wireless or ethernet connection in order to stream Netflix or Amazon movies plus more web content such as Facebook photos, Pandora Internet radio, etc. First let me state the device works quite well and is simple to install and operate...that's the end of the good news...it's all downhill from here.

The nightmare on this street is "ROKU customer service"; say oxymoron five times and you'll get the idea where this complaint lives.

I purchased a ROKU December 11 as a Christmas gift for my son who had unknowingly (to me) ordered himself the unit as a present for himself. Anyway, I decided I would send mine back and began that process the day after Christmas. The first response from ROKU by email was you'll be receiving a RMA (return material authorization) and a shipping label within 2 business days. I call 2 days later, a call center probably India or Bangladesh I later suspected, to be told 2 more buisness days until I would receive the FEDEX shipping label.

Two weeks later, with emails and calls every day and no resolution only being told the same scripted response, 2 days and "we have escalated your case". There is no supervisor to talk to or customer complaints department to escalate with...only this call center with agents clearly not fully conversant in English.

I am making no more calls or sending any more emails to ROKU. I still have the ROKU ready to return but no shipping label. Here's what I have done though:

1. filed a complaint with the state of Washington Attorney General's Office.
2. called Netflix and emailed Amazon two of ROKU's partners, to complain.
3. called my credit card company and disputed the charge to my account by ROKU.

Anyway, this is one bizzarre company, a product that actually works...I just hope you don't have to return it for any reason because... good luck .