Bests & Worsts Reviews from Amazon

I've had multiple Roku devices over the years and have been happy with the units. But, luckily I haven't had to deal with Roku customer service before. One of the reasons I bought the Ultra model was for the private listening function using the remote and included headphones. However, the feature is broken on my remote. The sound has a horrible "warble" and is unusable. I tried different headphones and even re-pairing the remote. After 5 back and forth emails with Roku support I was told: "There might be some hardware issues on remote of your new Roku Ultra, since the mobile app private listening worked perfectly. Please try replacing the remote directly from the retailer since it is a brand new device." Pretty sure Amazon isn't going to send me a replacement remote. Roku should have taken responsibility for the replacement and handled it directly. EDIT: After some more back and forth emails with support, Roku agreed to send a replacement remote. I'll update my rating when/if I receive the replacement. Edit #2: Well maybe not. Latest email "this could be an issue caused by an update and we are awaiting a response from them so that we can proceed accordingly." In other words, no replacement remote. At least not yet. Final edit: Roku Customer Service decided to fully replace the unit. They FedExed the replacement and private listening works properly on the new unit. They also separately sent me a replacement remote - so I now have a spare. I'm raising my rating to 4 stars. The missing star is just because of the confusing customer service interactions.