Hi let me see if I can help..
what exactly did tech support say was the issue?
do you have experience working on refrigeration equipment?
first let me be clear.. refrigeration is EPA regulated and technicians have to certified and licensed.
If you do not have any refrigeration experience, you wont be able to work on this equipment, it requires guages, vacuum pump, brazing equipment, etc.... if parts have to be removed and reinstalled in the system.
Let me know your experience level and see what we can do.