I;m sorry they havent gotten back to you. Being in Canada should not have any affect on being helped. the best way to contact them is by calling the 800#.
my first machine was a G6 series, sent it in once for repair and then went bad again, so they sent me a whole new starter kit, machine and all plus extra goodies. so calling is def worth it if possible. the new machine purrs like a new kitten!!!
best wishes to you and i hope that soon you will love your slice