Yes I had that very same message from a different support issue, seems like they're using a stock answer now, prolly to get through the back log!!

I'm sorry to say though, the only time I have a Poser import problem is if I forgot to uncompress after installing new content!
You have to uncompress every runtime though!
Sorry for you that still have an issue!

Injustice will be avenged.
Cofiwch Dryweryn.