Roku customers are threatening to stop using or even scrap their budget TVs and streaming devices after the company appeared to be locking down devices for those who don’t comply with its recently updated terms of service.
This month, users on the Roku support forums reported that when they turn on their Roku TV or streaming device, they suddenly see the following message: “We’ve made an important update. We’ve updated our Dispute Resolution Terms. Select ‘Agree’ to agree to them. View the updated terms and continue to enjoy our products and services. Press * to see the updated terms.” A large button will appear that says “Agree.” The pop-up does not provide a way to opt out, and users cannot use the device unless they press consent.
Customers left a complaint page on the Roku forums. One user who goes by “rickstanford” said: “FURIOUS!!!!” And has expressed interest in sending a reported six Roku devices back to the company. “Despite spending hundreds of dollars, I don’t think I own the device.”
Another user named Formercustomer wrote:
Roku made matters worse for customers who found it harder than it needed to be to opt out of the updated terms. Roku will happily accept your agreement to its terms with the push of a button, but opting out will require you to do things like find an old stamp book.
To opt out of Roku’s ToS updates, which primarily change the “Dispute Resolution Terms,” users must write to Roku’s General Counsel in California as follows: “The name and contact information of each person opting out, the specific product model, 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 required all of this to opt out of its terms before.
However, the new update means that while you are reading this information and receiving letters, you will not be able to use the products you have already paid for and used, in some cases for years, subject to different “dispute resolution terms.”
“I cannot watch TV because I do not agree to the Dispute Resolution Terms. Please help,” user visiting Campbell220 wrote on Roku’s support forum.
Depending on the wording of the ToS, users can technically choose to agree to the ToS on their device and then write a letter stating their intention to opt out. However, it is counterintuitive to choose a contract to use the device only on terms you do not agree with.