They should be able to send you some new pawls and springs no problem.
I have always had good communication both phone/email and a couple of times in person with them.
We have 7 20 year old Arco winches of various sizes, 2 of which were missing pawls and completely seized when we bought the boat. They have been very helpful in assisting us in servicing all of them....... to the point that they have stopped me spending big money with them buying new winches!
'Life is either a daring adventure or nothing' - Helen Keller