Roku customers are threatening to stop using or even throw away their low-price TVs and streaming devices after the company appeared to lock the devices away for people who don’t comply with recently updated terms of service.
This month, users on the Roku support forum reported suddenly seeing a message when turning on a Roku TV or streaming device: “We’ve made an important update: We’ve updated our dispute resolution terms. Select ‘Agree’ to agree These Terms.” updated terms and continue to enjoy our products and services. Press * to view these updated terms. ” Next is a large button that says “Agree.” The popup offers no way to express disagreement, and users cannot use their device unless they agree.
Customers left a complaint page on the Roku forums. One user named “rickstanford” said they were “angry!!!” and expressed interest in sending the six Roku devices they reported back to the company because “despite spending hundreds of dollars on them, apparently I don’t Own them.”
Another user named “Ex-Customer” (who I suspect is appropriately named) wrote:
Roku has further angered customers, who are finding it harder than necessary to disagree with the terms of its updates. Roku is willing to accept its terms with the click of a button, but to opt out, users have to jump through hoops, including finding that old stamp book.
To opt out of Roku’s terms of service update (which primarily changes the “Dispute Resolution Clause”), users must send a letter to Roku’s general counsel in California mentioning: “The name of each person opting out and the name of each person who Humanoid contact information, the specific product model in question, the software or service used, the email address you used to set up your Roku account (if you have one), and a copy of your purchase receipt (if applicable).” Roku has also previously required all these opt-outs from its terms.
But the new update means that by the time users read the messages and received the letters, they won’t be able to use products they’ve paid for and used under different “dispute resolution clauses,” in some cases for years.
“I can’t watch TV because I don’t agree to the dispute resolution terms. Please help,” a user named Campbell220 wrote on Roku’s support forum.
Based on the wording of the terms of service, users technically have the option to agree to the terms of service on their device and then write a letter saying they want to opt out. But it’s counterintuitive to choose to enter into an agreement just to use the device under terms you don’t agree to.