You posted your original question at Tue Aug 07, 2018 1:38 pm (my time zone). A Roku rep responded within 30 minutes. Someone else asked for your Roku model at 6:04PM, and I assure you that person could have given you a quick answer if you answered his question. At 9:47 am this morning, you respond that someone on another forum provided you with an answer. I say you would have had that answer last evening if you had told us your Roku model. Just knowing the remote model wasn't sufficient. And disparaging the help you received here when you didn't even wait 24 hours is a bit overkill.
I'm not defending the support email line not responding to you, as I recognize that Roku (along with many other large companies) don't place customer service as high as they might. It would be great if they could respond quickly with accurate information, but there are few places that happens in real life. But this forum is not staffed by a cadre of Roku support staff. There's really only one or two that are here more as moderators, although they do their level best to assist. That's exactly what RokuShawn was attempting to do for you. Almost all of us are simply Roku customers that have enough experience to assist other users where we can. Most likely that's all you got on the other forum was another user. But don't get all huffy because someone didn't get an answer back to you within what was an unrealistic timeframe. Remember that these users are all over the globe, and are located in many different time zones.
Nvidia Shield, Roku Stick (3600), and Ultra (4640), Insignia Roku TV, Sharp 4K Roku TV, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network. Samsung JU7100 4K TV, Yamaha RX-V583, CenturyLink DSL