You're not the first person to get crickets.
I have tried as well, and I would say that they have ZERO customer service.
The only presence they have on the forum, is to pitch a new model, or defend a heat treat.
That's unfortunate. I have a Jack1 (with a second on its way) and I like it a lot. On the other hand, I don't tolerate (do business with) an unresponsive company. The US dealer was extremely helpful and easy to work with but that doesn't make up for the manufacturer's silence. Darn!