ROKU customer service Roku Ultra issues Saratoga CA

 I have problem with Roku customer service. My Roku Ultra doesn't work properly: video and audio didn't sync together correctly so I sent a message to Roku customer service to initiate a return for replacement. I received the below message from Roku customer service.  Next day. I again sent them all the required information they say they need to know. But next 3 days, I still did not receive the RMA ( Returned Merchandise Authorization) number or any instructions to return my Roku Ultra. I sent Roku customer service another messages but this time I receive no response. My Roku Ultra's still in warranty period.

Hello Jim Wong,

We've added an update to your support request #(3690301). To add additional comments, reply to this email.

Sincerely,
Roku Customer Support

CS/CH-Lekshmi Priya, Aug 25, 2020, 7:04 PM PDT:
Hi Jim,

Thank you for contacting Roku. Your Roku device is in warranty, we will honor your replacement request. Please respond to this message completing / confirming the below details to initiate a replacement:

1. Shipping address
2. Phone Number:
3. ESN: YJ00EU595825
4. Model: 4670x

Replacement instructions:

You will need to ship the original unit back to our warehouse. Upon receipt of your returned device, we will process shipping for a replacement device to you within 1 business day. Depending on the distance between you and our warehouse, you should expect transit to be between 3-5 business days. Another email will be sent out with the replacement instructions once it is processed. Thank you!

Regards,
Roku Customer Support

Please review support article here for any other questions about your replacement request.