Roku, the popular streaming device maker, has recently updated its terms of service, which include changes to its dispute resolution terms. The new terms require users to agree to arbitration and waive their right to participate in class-action lawsuits against Roku. Users who do not agree to the new terms have no choice but to stop using their Roku devices.
The new terms of service have been met with backlash and confusion from many Roku users, who feel that they are being forced to give up their legal rights and options. Some users are also concerned about the timing and the reason behind the update, which comes shortly after Roku released a beta version of its new operating system, Roku OS 13.
According to Roku, the new terms of service are meant to provide a faster and more efficient way of resolving disputes with users. In an email sent to customers, Roku stated:
We wanted to let you know that we have made changes to our Dispute Resolution Terms, which describe how you can resolve disputes with Roku. We encourage you to read the updated Dispute Resolution Terms. By continuing to use our products or services, you are agreeing to these updated terms.
Thank you for making Roku part of your entertainment experience.
The Roku Team
However, some users are not convinced by Roku’s explanation, and argue that arbitration and class-action waivers are unfair and favor the company over the consumers. They also point out that these terms are not new, and that Roku has had a page explaining them since 2019. They wonder why Roku is now making them mandatory and giving users no option to opt out.
Roku does offer a way for users to opt out of the arbitration and class-action waiver terms, but it is not easy or convenient. Users have to send a written notice to Roku’s address within 30 days of agreeing to the new terms, or within 30 days of purchasing a Roku device, whichever is earlier. The notice has to include the user’s name, address, phone number, email address, device serial number, and a statement that the user wishes to opt out of the dispute resolution terms.
Many users find this process too cumbersome and impractical, and question why Roku does not provide a simpler and more accessible way of opting out, such as through an online form or a phone call. Some users also fear that their opt-out notices may not be received or processed by Roku in time, or that they may not have proof of their opt-out requests.
The new terms of service have also raised speculation about whether they are related to the upcoming release of Roku OS 13, which is currently in beta testing. Some users suspect that Roku may be trying to avoid potential lawsuits or complaints that may arise from the new operating system, which may introduce new features, bugs, or compatibility issues. However, Roku has not confirmed or denied any connection between the new terms of service and the new operating system.
Cord Cutters News, a website that covers news and reviews about streaming devices and services, has contacted Roku for more information and clarification about the new terms of service, and will update its story as it learns more.