As it is stated on their site, sanctumart products are not the everydays products that we will find on the poser market. Their models are very different !!!! I have never got any problems concerning the comunications. I always did get reply from them when  I asked some informations. I think everything depend on what kind of questions poeple are asking to them...
Now concerning the figures, I have almost all their porducts, and I never had problem, the figures are perfectly jointed and skinned !!!!! Just the fact that the figures are very seriously made requires poeple with good knowledge in poser to animate and poses them. The only issue is in rendering, because the texture are in very high resolution poser can sometimes  freeze. And the solution is simple, just to resize the textures to lower resolution.