Rapture Pro Instruments Silent

I purchased the upgrade from Dimension Pro to Rapture Pro so that I could get the Dimension Pro sounds running on my Mac.  After install I found that none of the Dimension Pro Expansion Pack sounds were loaded, but also that of the Dimension Pro and Rapture pro sounds that did install about half of them would show they loaded but make no sound.  I reinstalled a couple times but had no luck getting consistent performance on loading sounds... and still no clarity on getting the expansion packs loaded.
 
I sent several notes to Support, that just seems pointless, no one ever responded for a month!  Unfortunately I have a lot of sessions with this instrument but I cannot get it to run on a Mac, I tried a soundfont player, but it seems many of the Dimension pro sounds have additional realtime synthesis effecting the soundfont samples so they do not all performa or sound the same as in Dimension Pro.
 
Any Advice, any reason why support is so miserable?

First One 333240 Nov 25
Second one 333832. Dec 3
third one : 334077 to sales .. concerned I was taken advantage of and sold vapor.
 
No one from Cakewalk ever responded. I tweeted a complaint about support around december 19th.  On December 20th Cleverbridge issued a refund, but no clarification on why I could not get things to work, nothing really.  I am not even sure how Cleverbridge knew to issue refund.
 

I am down to a demo license, and some sounds exhibit the same behavior... I suppose they could have it was nearly 5 weeks from first ticket to refund.  At the time I felt support was the more appropriate path versus the forums...  I really would like to get the synth working and was happy to pay out the modest price.  I just felt some support should provide guidance to at least insure the installation was correct or this is a known issue.. the FAQs were not very insightful either.
 

ok thanks.