I expect it’s more likely a case of they haven’t been able to duplicate your problem and with so little to go on at this stage, they are hoping to get more reports with more useful information to help track down the issue.
Is it possible that SketchUp and LayOut weren’t installed correctly by using Run as administrator after right clicking on the installer file? Other people have reported weird stuff after they installed by double clicking on the installer instead of right clicking and selecting Run as administrator. Certainly at this point you’ve got nothing to lose by trying to repair the installation with that option.