Hi,
Following untimely crash problems, I contacted pixologic customer service who advised me to reinstall zbrush (the trial version) which did not change the problem. So I don’t even know if they don’t care. I might be in France, but they dismiss their problem with contempt or what? They could at least tell me they’re seeing… I’ve a ryzen7, +20 go ram… I tried on an intel 9, 64go ram… I have an huion kanvas pro 22.
Pixologic customer support hours are 9 am to 5 pm Pacific time, Monday through Friday.
In most cases, we reply within just a few hours so long as it is during that time frame. However, for more advanced troubleshooting it can take longer. If you have an issue that had to be escalated for troubleshooting, our team makes every attempt to respond as soon as possible. But there can be delays caused by trying to research your situation further, consult with other team members, etc.
Also, last week was the ZBrush Summit. This is always an all-hands-on-deck kind of event which causes operations not directly related to the Summit to slow down dramatically.
When I look at your conversation history in Support I see that near the close of business on Friday you sent files for us to examine. That is something that takes time – certainly more than what was left in the day. We were then closed on Saturday and Sunday, during which you continued to send replies. In fact, we are only now arriving at work to start the new week.
In short, the lack of response to your most recent replies has not been a matter of nobody caring. It has been due to the fact that nobody was available to continue to assist you.
You will receive response today.
Thank you.