I've always been a little jealous of those who have cable TV or satellite TV...my family NEVER had that growing up and I don't suppose I suffered too much without it. So last Christmas, my family got an xBox. That way we could play games and watch Netflix wirelessly!
Problem: you have to pay for the privilege of watching Netflix through the xBox (we didn't know this until after the purchase).
Solution: Roku.
Things changed for us for Christmas, when I presented my family with a ROKU streaming player.
The idea, was for us to be able to watch Netflix without having to drag out cables, tables and cords in order to connect a laptop (a process which sometimes took longer than the movie itself!).
Problem. During a 'firmware update' the roku froze. I waited. I used a paperclip to activate the 'reset' button. Nothing. I waited some more. Nothing. I unplugged it, plugged it back in, and nothing.
I called customer support and they wanted the serial number. That number was so tiny I had to get a magnifying glass, seriously, in order to read it. And even with that, I was only 50% sure on 3 of the characters: 0 or O, 1 or I and 5 or S.
And, unfortunately, I was only 5% sure on what the person at the end of the line was saying to me. The combination of 8,300 miles distance and a strong English-Indian dialect made it near to impossible to listen to anything just once and understand what was being said.
The customer service agent asked me to plug the device in. I indicated I had already done that in my previous calls. I was told to do that again. I found the adapter and plugged it in. I was told to connect it directly to the router. I did that. I was told to then plug it in to the TV. I informed #35111 that my TV was 35 feet away from my router and that the device was a 'WIRELESS' video streaming device and that I couldn't connect it to both the router AND the TV at the same time. She put me on hold (for the 3rd or 4th time).
The agent finally said, "Mr. Romney, if you would please give me an alternate email address." I said, I only used one email address and asked why a second was needed. #35111 indicated that it was procedure to get another email address for this part of the service call. I indicated I didn't have another but that I could give her my mother's address. She put me on hold again.
On hold for 38 out of 59 minutes, writing down many different instructions, times, details and numbers, I was finally told that the device would be replaced as soon as I could send it to the address in the email sent to my existing email address.
All I wanted was some customer service...PLEASE, and to get the item replaced to begin with!
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