Our Help Desk receives many inquiries each day and responds to every single one. We pride ourselves on our customer service because we're fans too. We're as excited about new releases as you are. Occasionally, the email address you provide could be wrong or the email may be filtered by your email service's spam filter.
The key to getting the assistance you need is to provide as much information as possible regarding the problem you are having. If you are getting specific error messages, write them down. If your computer acts in a specific way, tell the Help Desk all about it. Always tell the Help Desk which show you are having problems with. Vague explanations or none at all will delay the help you require.